Australian Dollars
Australia Wide Delivery Price Match Promise 7 Day Returns policy

FAQs

CAN I VIEW YOUR PRODUCTS IN PERSON - DO YOU HAVE A RETAIL OUTLET OR SHOWROOM?

Unfortunately we do not have any showrooms or retail outlets. We pride ourselves on only stocking products of the utmost quality, and we retail them exclusively through our website. This allows us to offer a large range of quality products, at the best price possible, which we stand behind with our price match guarantee.

We offer a 14 day returns period on all orders. This allows customers to purchase with the confidence that if the item doesn’t suit, or isn’t exactly what was expected, it can be returned. All that we ask is that the item is sent back to us, and it must be in its original packaging. 


WHAT ARE THE DELIVERY COSTS?

Delivery is calculated at the checkout page when entering your postcode into the delivery calculator. The calculator works out the product weight and the location for delivery minus subsidies by House of Isabella to get you the best possible price and service for delivery.

House of Isabella significantly subsidises the cost of delivery to ensure that you receive the best possible price for delivery, Australia wide. To calculate the delivery charge, simply insert your postcode into the delivery calculator on the product page. If you are considering purchasing a number of items, please place the items in your shopping cart and then insert your postcode.

WHAT ARE THE DELIVERY TIMESCALES?

We ask our customers to allow between 7-14 working days for delivery depending on your address.

If your order contains several items, multiple individual deliveries may occur dependent on stock and warehouse locations of your chosen products.

In most cases we expect delivery to be completed within 7-14 working days after placing your order, depending on your delivery location.  However, please be aware that from time to time due to circumstances beyond our control, slight delays may occur.

Please endeavour to arrange for someone to be present when delivery is made, in order to check the item is correct and to sign the proof of delivery note once satisfied with the item.

Your contact details and phone number are passed onto our logistic companies and they are requested to contact you in advance to advise of the anticipated delivery date and approximate time of delivery.

House of Isabella will do everything possible to request that the logistic company contacts you in advance, but unfortunately we cannot be held responsible if they fail to make contact with you.

DO I HAVE TO BE HOME TO RECEIVE MY ORDER?

To ensure that your items are delivered safely to your delivery address it is advisable to have someone there to be able to sign for the goods. Your contact details and phone numbers are passed onto our logistic companies and they are requested to contact you in advance to advise of the anticipated date and approximate time of delivery.

House of Isabella will do everything possible to request that the logistic company contacts you in advance, but unfortunately we cannot be held responsible if they fail to make contact with you.
 
If there is nobody to sign for the goods when they are delivered the logistics company will leave a missed delivery advice card in your letter box advising of the failed delivery. The goods will then be returned to their local depot and you will then need to make contact with the logistics company directly to arrange an appropriate time for a re-delivery.  Dependent upon the courier, re-delivery charges may be incurred by the customer.
 
An alternative option is to authorise an "Authority to Leave" in the checkout section of our website. This means that in the event you are not home when deliver is attempted, the goods will be left as per your instructions.

WHAT HAPPENS IN THE EVENT THAT THE ITEM IS DAMAGED?

Customers are required to check items thoroughly upon delivery.  If you have any concerns you must make the appropriate notes on the delivery card note before signing it and ask the driver to initial your remarks. This would include noting any obvious damage to the packaging as well as any obvious sounds of broken materials such as glass.

Our suppliers require photographic evidence indicating the damage to the item/s, as well as a brief email describing any damage to the product, including any other relevant information (such as damage to packaging).

You must notify House of Isabella of any faulty or damaged goods within 24 hours of receipt of the goods by filling in the online returns form found at the footer of the homepage. Failure to do so, will mean that any transit insurance policy may be voided. The onus is on you to report any faulty or damaged goods immediately.
 
Once we have received your advice of any faulty or damaged goods we will liaise directly with our supplier/s to resolve the issue as soon as possible to minimise your inconvenience. Please refer to the Refunds & Returns Policy section for more information.
 
Damaged or faulty items will be replaced free of charge.


WHAT HAPPENS IF AN ITEM IS OUT OF STOCK?

In the event that a product is out of stock House of Isabella will contact you by email to give you an indication as to availability and an anticipated delivery time.

If you have paid for an item/s that have subsequently sold out or are unavailable and you do not wish to proceed with your order you will be offered a full refund or exchange for other items.

WHAT IF I MADE THE WRONG CHOICE AND WOULD LIKE TO RETURN IT?

You have 14 days to inform us of any desire to return an item. To do this, please fill in the online returns form found at the footer of the homepage.

In the case that an item is able to be returned, you would be responsible for any delivery charges incurred in returning the item to our supplier.

Items MUST be returned in their original packaging, exactly as they were when delivered otherwise the item will be void of a refund/exchange. Please keep all packaging until you are satisfied with your purchase.

CAN I PAY FOR MY PURCHASES VIA ALTERNATIVE METHODS OTHER THAN ONLINE?

Unfortunately, we only accept payments made via our website so that your order details are correct and payment is secure. In the event your card may not be processed, we can accept manual orders for bank transfers.

Your privacy and the security of your information is of paramount importance to us.
 
We do not accept cheques, money orders or lay bys.


ARE MY ONLINE PAYMENTS SECURE?

Yes.
SSL PCI industry standard secure protection is used.


WHERE ARE THE PRODUCTS BEING SHIPPED FROM?

In order to save you money on freight and handling, all our products are sent directly from our suppliers' warehouses to your door.

When ordering a variety of products, this sometimes means multiple deliveries from various suppliers.


IS IT POSSIBLE TO SEE OTHER IMAGES OF A PRODUCT?

House of Isabella endeavours to provide the best possible images on all products listed on our website.

As these images are provided by our suppliers we cannot always guarantee that there will be other images available.  We endeavour to provide you with the best images available at any given time, so that you can make an informed decision.