Your personal data will be used to process your order, support your experience throughout this website, and for other purposes described in our privacy policy.
Made-to-Order Policy
Every product sold by Isla Essentials is made especially for you after you place your order.
Because each item is custom-made, we do not accept returns, refunds, or replacements for buyer’s remorse or ordering mistakes, except as described in this policy.
Order Cancellations
Cancellation requests must be submitted within two (2) hours of placing your order.
While we will make every reasonable effort to honor cancellation requests received within this timeframe, cancellations cannot be guaranteed if production has already begun. Once production begins, orders cannot be canceled, modified, or changed.
Eligible Return, Replacement & Refund Claims
We stand behind the quality of our products and will gladly review claims resulting from manufacturing or fulfillment errors.
You may qualify for a replacement, store credit, or refund if:
- You received the wrong item.
- The wrong size was sent.
- The wrong design was printed.
- The product contains a verified manufacturing defect.
- The item was damaged during shipping (photo evidence required).
- The printed design or color significantly differs due to a production error.
- The actual garment measurements significantly differ from the published size chart due to a manufacturing error.
- Another verified factory or fulfillment defect occurred.
All claims are subject to review and approval by Isla Essentials.
Claim Window
Claims for damaged, defective, or incorrect items must be submitted within 14 days of the delivery date.
Claims submitted after this period may not be eligible for replacement, store credit, or refund.
How to Submit a Claim
To begin a claim, please contact us through the Contact Page on our website.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photos showing the defect, damage, sizing issue, or printing error
- Photos of the shipping packaging if damage occurred during transit
Incomplete claims may delay processing.
Photo Proof Requirement
Photo documentation is required for all damaged, defective, or incorrect item claims.
After reviewing your claim, Isla Essentials will determine the most appropriate resolution, which may include:
- Replacement of the exact item purchased
- Store credit
- Refund to the original payment method
- Additional information if needed
Returns
In many cases, photo documentation is sufficient and a return will not be required.
If we determine that a return is necessary, we will provide return instructions before any item is sent back.
Please do not return products without prior authorization. Unauthorized returns may be refused.
Non-Returnable & Non-Refundable Situations
Because our products are made to order, we cannot accept returns or issue refunds for:
- Change of mind
- Buyer’s remorse
- Ordering the wrong size
- Ordering the wrong color
- Ordering the wrong design
- Incorrect shipping information provided by the customer
- Shipping delays outside our control
- Minor color differences caused by monitor or device settings
- Minor manufacturing variations that do not affect the product’s intended use
Customers are responsible for reviewing all product details and sizing information before placing an order.
Sizing
Sizing charts are provided whenever available.
Customers are responsible for reviewing the appropriate size chart before purchasing.
If an item’s actual measurements substantially differ from the published size chart due to a manufacturing error, the item may qualify for a replacement, store credit, or refund.
Normal fit preferences or slight manufacturing tolerances are not considered defects.
Sale & Clearance Items
All sale, clearance, promotional, discounted, and final sale items are considered final sale.
These items cannot be returned, exchanged, or refunded unless they arrive damaged, defective, or incorrect due to a manufacturing or fulfillment error.
Exchanges
We do not offer exchanges.
If your claim is approved, we may provide:
- A replacement of the exact item originally purchased;
- Store credit; or
- A refund, when appropriate.
Replacement items are provided only for approved claims involving manufacturing defects, fulfillment errors, or verified shipping damage.
Refund Processing
If a refund is approved, it will be issued to the original payment method used during checkout.
Refund processing times vary by financial institution and payment provider.
Original shipping charges are generally non-refundable unless the refund results from our error or a verified manufacturing defect.
Customer Acknowledgement
By placing an order with Isla Essentials, you acknowledge and agree that:
- Your item is made especially for you after you place your order.
- Production begins shortly after your order is placed.
- Orders may only be requested for cancellation within two (2) hours of purchase and only if production has not yet begun.
- Production and shipping times may vary.
- You have reviewed the product description, sizing information, and this Shipping & Return Policy before completing your purchase.
Contact Us
If you have questions about this Return Policy or need to submit a claim, please contact us through the Contact Page on our website.
Please include your order number and all relevant information so we can assist you as quickly as possible.
