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Returns Policy

Our Returns Policy

We want you to be delighted with your purchase but if you are not you can return any item within 14 days of receipt as long as it is unused and in its original packaging.

We will be happy to exchange the item for a replacement or to make a refund, which will go onto the card that was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges. Goods which are made to order, embroidered or made to measure are non returnable.

You have a right to cancel your order within seven working days of receiving your purchase. This seven-day period begins the day after you receive the items from us.

Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund however postage will be at your own cost.

How to Return Something
You should send your return by post and the delivery note that came with your parcel has clear instructions of how to do this.

You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. It would really help us in developing our products if you could give a reason why they were not suitable.

Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return.

If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.

Make sure your items are securely wrapped and send your return to:

Isla & Wilbur
Lime Barn
West Crudwell
Malmesbury
Wiltshire
SN16 9EF

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Faulty Items
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 14 days of purchase, then you can return the item under our normal return procedure for exchange or refund.

Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.

If a fault develops outside of the 14 day return period, contact us on 0844 846 7070 or by email on info@islaandwilbur.com before you return the item so we can discuss the fault with you and agree the best way forward.

Please take extra care to read our product care information page or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. 

Exchanges
If the product you require is still available we will exchange it for you. If the new item you require costs less than the one you have returned we will refund you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Please make sure you give us a daytime telephone number or your email address so we can contact you.

Returning Gifts

An item that was received as a gift can be returned for an exchange or gift vouchers. An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit or debit card on which the gift was purchased.

Responding to Returns

Once our team has received your parcel it can take up to 5 working days to fulfill your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0844 846 7070 so we can investigate.

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