What happens in the event that the item is damaged?
If you have the opportunity before signing as having received the products in good order please unpack and check the product/s for any faults or damages. If you have any concerns you must make the appropriate notes on the delivery cart note before signing it and ask the driver to initial your remarks. This would include noting any obvious damage to the packaging or boxing as well as any obvious sound of broken materials such as glass, mirror or timber.
Our suppliers require photograph/s indicating the damage to the item/s, as well as a brief email describing 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 within 7 days of receiving goods. 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 at no charge.
What if I made the wrong choice and would like to return it?
You have 7 days to inform us of any desire to return an item. To do this, please fill in the online returns form found here.
Items MUST be returned in their original packaging 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.
In the case that an item is able to be returned, you would be responsible for arranging the return delivery of the item to our supplier. We will provide you with a store credit to the amount equal to the price you paid for the product, less any shipping costs. Please note we do not offer refunds for change of mind returns.