RETURNS, EXCHANGES & CREDIT NOTES
We want you to be 100% satisfied with your iland co. purchase. If you aren't happy with your full priced purchase, we'll gladly provide a credit note if your purchase meets our returns policy. Credit notes are valid for 1 year. Please note, we no longer provide refunds for orders placed from 22nd July 2022.
Before you return a product, please make sure that you email firstname.lastname@example.org to get approval for your exchange or credit before returning the item to us.
If items are sent to us without prior approval and don't meet our returns policy, it will be at your cost to have the item returned to you.
Please also ensure that:
- The product was purchased in the last 30-days and was a full-priced item.
- The product is in its original packaging or original state.
- The product isn't used or damaged.
- The product is free from perfume smells, makeup marks or evidence the item has been worn, washed or dry cleaned.
- The swing tag has not been cut or removed from the garment.
- You include your details, including name, contact details and order number
Please note we do not accept returns on sale items. This includes flash sales or where discount codes have been applied where the promotion specifically mentions 'no returns', 'clearance sale', 'all sales are final' or similar.
Shipping charges on your original purchase are not refundable or credited back to you. If you received free shipping on your original order, the relevant shipping charge for your location will be deducted from your credit. We are a small, independent business that is unable to absorb these costs.
If you receive an item that is faulty, please send images to email@example.com.
We are happy to replace, repair or refund due to a manufacturing fault but not normal ‘wear and tear’, such as buttons falling off, fabric pulls, fabric pilling after many wears and washes.
Minor faults such as buttons, embellishments and clasps detaching from the garment are not considered faulty therefore will not be eligible for a refund.
Please follow the care instructions on your iland co. garment to prolong the life of it.
If the fault is major (as determined by iland co.), you may elect to receive:
- a replacement product (if possible); or
- a refund or credit note for the original purchase amount, excluding shipping costs. If the item was purchased using a credit note or gift voucher, you will receive a credit note, not a refund.
Any shipping charges that are associated with a return are the responsibility of the customer.
Pre-orders cannot be cancelled for any reason. A pre-order item is made-to-order and so manufacturing only commences after a customer has placed their order. If you wish to return your finished pre-order item after receiving it, however, our normal return policy applies.
Accessories and Jewellery:
Accessories and jewellery cannot be returned for returned exchange due to hygiene reasons. All sales are final of accessories and jewellery unless faulty.
Once we have approved your return via email, please ship the item to the provided address via a tracked shipping method within 7 days of return approval.
We are not responsible for items that have been lost on their way back to us. We cannot accept returns that have not been sent to us in a timely manner after being approved by iland co., so please be sure they are shipped within 7 days of approval.
Any associated shipping costs to return items back to iland co. is the responsibility of the customer and not refundable/credited.
Once we have received the returned item, please allow approximately 7 business days for your request to be processed.
Should we identify unreasonable patterns of returns on the purchase and use of garments, we may restrict or refuse refunds or future orders.
Please note: If your item is received and deemed not to meet return requirements, you will be responsible for shipping fees to have the item returned. If payment is not received for return shipping the item will be destroyed after 14 days.
Customer Service Hours and Contact Details:
Our iland co. customer service team works from Monday to Friday between the hours of 8:30am and 4:30pm AEST.
One of our team members will respond to your email within 1 business day. Any emails sent over the weekend will be answered on the following Monday.
If you have any questions about our returns policy, please contact us:
- By email: firstname.lastname@example.org
- By phone: +61 (02) 4367 6736