Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@islandessence.com. Return shipping costs may be the customers responsibility and will be determined once in contact with customer service.

You can always contact us for any return question at orders@islandessence.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

We always try to give our customers 100% satisfaction.  Even if we can't offer you a refund, please contact us with your concern and we will try to replace your item or offer you a store credit.

 

Exceptions / non-returnable items
If we have arranged to do a custom order for you, these are not returnable.

Unfortunately, we cannot accept returns on any items purchased with a gift card.

For international orders, we will be unable to accept returns unless the customer agrees to be responsible for all shipping costs, including returned products and replacement products.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

EU Right of Withdrawal (EU Customers Only)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (EU Directive 2011/83/EU).

To exercise your right of withdrawal, you must notify us within 14 days of receiving your item by submitting a cancellation request at: [https://www.islandessence.com/pages/eu-withdrawal-cancellation-request]

Once we receive your withdrawal notice, you have an additional 14 days to return the item. Upon receipt of the returned goods, we will issue a refund to your original payment method within 14 days. The refund will include the standard delivery cost of your original order. If you selected an express or premium delivery option, only the cost of our standard delivery rate will be refunded. Return shipping costs are your responsibility.

Exceptions: The right of withdrawal does not apply to custom or personalized orders, or items that have been used or are not in their original condition.