HOLIDAYS & NOTABLE DATES
As always, international holidays and public holidays are the busiest times of the year for our in house team as well as the postal services. Please note that the majority of postal services we use do not operate during international holidays, weekends and bank holidays - our dispatch and delivery windows are based on working days only (monday-friday). We endeavour to get your orders to you before these holiday dates but cannot guarantee orders will reach you on time during these periods or in the event of collection/delivery failures or delays during transit which is out of our control. Please note that the recommended order dates detailed below are a guideline only for items that are ready to ship. Items that are 'Made to order' (check under each product description) will require additional time for production so please bare in mind that if you wish to receive your order before a specific date, we must receive these approximately 3 weeks prior to the recommended order dates. Please get in touch if you have missed this time frame - we will do our best to accommodate you!
Orders placed after the 'made to order' time frame or after the recommended order dates will be processed as normal and will be delivered after the holiday dates.
We endeavour to get your orders to you within the time frames detailed below but cannot guarantee these orders will reach you on time in the event of collection/delivery failures or delays during transit which is out of our control. Orders are typically dispatched within 1 -2 working days of confirmation upon receiving your order for items that are 'ready to ship'. Please allow additional time for items that are 'Made to order'. See below for details.
All shipping costs are calculated on a location and weight based charge and will vary depending on the individual order. The total delivery cost will be available upon checkout. We may from time to time offer discounted shipping rates and free deliveries during any promotional period which will either require a promotional code or automatically be applied to your account at the checkout. Orders with free shipping will be sent via economy service and will take longer than standard or special delivery.
We try to price shipping costs as low as possible whilst also using a secure service which will give us both peace of mind. All items are sent by either Royal Mail Recorded Delivery or a trusted courier service for larger items and will require your signature upon arrival. All parcels are tracked to ensure a prompt and secure delivery. If you wish to use an alternative shipping method, please contact us prior to placing your order to make the appropriate arrangements.
We endeavour to check the quality of all our products prior to shipping to ensure there are no faults and that you receive it in the best possible condition. In any circumstance where there is a problem with a product, we will always get in touch with you first to confirm how you would like us to proceed. Once we are happy with the items, we make sure they are well packaged and we insure the parcels against any unforeseen loss or damage during transit. It is our responsibility until it reaches you.
MADE TO ORDER
*Please allow up to 3 weeks (unless otherwise stated) in addition to delivery times detailed below for your bespoke or made-to-order items to be completed. Made to order items are detailed under each product description. If you wish to receive your order sooner, please contact us prior to placing your order to arrange this.
If you wish to make amendments to your order, please feel free to contact us with your enquiry.
Standard Signed For Delivery - up to 3 working days*
Special Delivery - Next working Day by 1pm*
International Signed For (tracked within the UK) - up to 10 working days*
USA & REST OF WORLD
International Signed For (tracked within the UK) - up to 15 working days*
**Please note that international buyers are responsible for any and all duties and customs charges that may be incurred and you may need to pay these charges once it reaches your homeland. These charges are out of our control and we have no way of predicting what they may be. As such, we cannot be held responsible for them. Customs policies vary widely from country to country and if your parcel is being held at customs, it can delay the delivery of your goods. So if you’d like more information, your best course of action would be to contact your local customs office.
All our products are designed and made by Isabel Wong using high quality materials. We take great pride in all the products we make and want you to receive them in perfect condition. All our products are presented in a box with or without tissue paper and then wrapped with parcel paper or other protective outer packaging. Multiple orders may be placed in the same box. Sale and sample sale items are wrapped in tissue paper or clear packaging and then parcel paper. Some items may be presented in a box.
If you are buying as a gift let us know of your requirements and we shall make the appropriate arrangements. Our standard gift wrapping will include the products presented in a box with tissue paper and an optional personalised note. The box will be finished with ribbon and placed in a protective outer box or packaging. All price labels will be removed. We will include a gift receipt if the recipient needs to exchange for another size and the delivery note will be emailed to you. Sale or discounted items will be wrapped in tissue paper and ribbon excluding the gift box. Gift wrapping is free of charge for all orders.
Refund timescales may vary so please allow 14 working days for a refund to be processed. Some products are non-returnable for hygiene reasons. Other non returnable goods include bespoke, made to order, sample sale items or items that have been reduced due to faults or imperfections where stated.
BESPOKE | MADE TO ORDER
If you have changed your mind, you must contact us as soon as possible before any work has started in order for us to accept a cancellation and issue a full refund. We only order supplies and materials once we have received payment and confirmation of your order. Due to the nature of made-to-order or bespoke items, we will only be able accept cancellations in the early stages of production - material and labour costs will not be refunded. Refunds will not be issued to orders with reduced/discounted rates once materials have been purchased. We cannot accept cancellations or offer a refund if your order is complete and delivery will proceed as normal. In the case of unsatisfactory service, we will make further amendments subject to our discretion and would be happy to discuss any changes to rectify the problem. Please contact us if you have any questions regarding your order
CANCELLING YOUR ORDER
You have the right to cancel your contract within 14 days of receipt of the goods. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel by email, always within the 14 day period. You must return the goods to us in their original condition within 14 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 14 days of receipt of the goods). Goods will not be accepted outside of this period.
For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched and you will be issued with a full refund. If however your order has already been shipped, you will need to return the order to us within 14 days of receipt. You must inform us of your intentions to cancel by email stating your order number. Once we have received the item and are happy after a thorough inspection, we will issue a full refund.
RETURN AN ITEM
If you are not completely satisfied with your purchase, we're sorry to hear that. In order for us to accept a return and issue a full refund, you must return the goods to us in accordance with the below instructions.
You must firstly follow the cancellation procedure by informing us within 14 days of receipt clearly stating your order number, reasons for return and return the goods within 14 days of receipt unless instructed otherwise. You will find a Returns Note provided with your order - you must complete this form and return it with your parcel to the address outlined in the Delivery Note.
Isabel Wong is not liable for the cost of returning items. The cost of returning the item to us is your responsibility and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package to receive it, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Refunds will not be issued for undelivered items.
Returned items should be unused and unworn and in their original packaging with any enclosed documentation - if they’re not, we may be unable to accept them. If you received a promotional gift or any other complimentary products with your order, these must also be returned to us. If such items are not returned, you will be charged the full value of these goods. When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.
After satisfactory inspection of your return we will issue a refund within 14 days of receiving the returned good. If you are a customer in the EU, we will refund the original cost of standard delivery. If you are a customer outside of the EU, the cost of shipping will not be refunded - in the event you received free shipping, the cost we paid to deliver the goods will be deducted from your refund. We do not take responsibility of damaged items caused by you. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
All correctly returned goods will be credited as a refund to the original purchaser's credit card or gift card.
Alternatively, if preferred, we will also be happy to exchange the item or offer you a credit note up to the value of your order.
EXCHANGE AN ITEM
Please follow the 'Return an Item' procedure for the return of the item you would like to exchange. You can purchase the new item at any time as a separate transaction.
We do not offer a collections service for items you are returning. The collection of the goods does not imply an acceptance of their return. If you opt for a collections service, it is your responsibility to arrange this service with your chosen courier. All agreements are made between you and your courier. We are not responsible in the rare event that the courier damages, loses or fails to collect your goods.
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and whether you require a refund or a replacement. You must inform us within 14 days of receiving the goods. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. Upon receipt of your goods we will either refund after a thorough check of the item, replace or repair your item.
IF YOU RECEIVED AN INCORRECT ITEM
If you suspect that the item you received is not what you have ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. You must inform us within 14 days of receiving the goods. We will then advise on how to proceed with the return.
This returns policy does not affect your statutory rights.
Help to ensure the quality of our products.
*Note: when trying on items of clothing do not remove labels. Please ensure that you are not wearing a perfume, aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force.