Refund policy
REFUND & RETURN POLICY
Last updated: 22 July 2026
At Isla Wellington, we want you to feel confident when shopping with us. This Refund & Return Policy explains how we handle change-of-mind returns, exchanges, refunds, and damaged, defective or incorrect items.
Isla Wellington is operated by Diogo Carracinha.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection law.
1. Change-of-Mind Returns
We offer a 30-day return period for eligible change-of-mind returns.
You have 30 days from the date you receive your order to request a return.
For a change-of-mind return to be accepted:
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the item must be unworn, unused and in its original condition;
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all original tags, labels, accessories and components must still be attached or included;
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the item should be returned in its original packaging where reasonably possible;
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the item must not show signs of wear, washing, alteration, misuse, damage, stains, odours or other deterioration; and
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you must provide proof of purchase or your order number.
We reserve the right to refuse a change-of-mind return where the item does not meet these conditions, subject always to your rights under applicable New Zealand consumer law.
Return Shipping Costs
For change-of-mind returns, return shipping costs are the responsibility of the customer.
Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law.
We strongly recommend using a tracked shipping service when returning an item.
Isla Wellington is not responsible for return parcels that are lost or damaged while being sent back to us using a shipping method arranged by the customer.
2. How to Request a Return
Before sending any item back, you must contact us to request return instructions.
Please email:
Please include:
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your full name;
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your order number;
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the item or items you wish to return;
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the reason for the return; and
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photographs or videos where the item is damaged, defective or incorrect.
Once your return request has been reviewed, we will provide you with the appropriate return instructions and return address.
Do not send your return to the address shown on the original shipping label or packaging unless we specifically instruct you to do so.
Returns sent without prior contact or to an incorrect address may result in delays and may not be accepted where they do not comply with this policy.
3. International Return Location
Depending on the product, supplier and fulfilment location, approved returns may need to be sent to one of our designated return facilities.
These facilities may be located outside New Zealand, including in Asia.
For change-of-mind returns, the customer is responsible for the applicable return shipping costs.
The correct return address will be provided after you contact us and we confirm the appropriate return instructions.
Please do not return an item without first receiving the correct return instructions from Isla Wellington.
4. Damaged, Defective or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if:
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your item arrives damaged;
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you receive a defective product;
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you receive the wrong item;
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an item is materially different from its description; or
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there is another issue that may mean the product does not meet applicable consumer guarantees.
Please email:
Include:
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your order number;
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a clear description of the issue; and
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photographs or videos showing the problem where reasonably possible.
We will assess the issue and advise you of the appropriate next steps.
Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, the appropriate remedy may include:
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repair;
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replacement;
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refund; or
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another remedy required by applicable law.
Where a product does not comply with applicable consumer guarantees, we will cover or reimburse reasonable return shipping costs where required by New Zealand law.
You will not be required to bear return costs that Isla Wellington is legally responsible for under applicable consumer protection legislation.
5. Items Damaged After Delivery
We are generally not responsible for damage caused after delivery as a result of:
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misuse;
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accidental damage;
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improper care;
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normal wear and tear;
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failure to follow applicable care instructions; or
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alterations made by the customer or another person.
This does not affect any rights you may have where the product was already faulty, defective or otherwise failed to meet applicable consumer guarantees when it was supplied.
6. Return Inspection
Once your returned item has been received at the designated return facility, it will be inspected.
We aim to assess eligible returns within approximately 7 working days after the returned item is received.
For change-of-mind returns, we may refuse the return or reduce the refund where permitted by law if the item:
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has been worn or used;
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has been washed;
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has been damaged after delivery;
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is missing tags, accessories or components;
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shows signs of misuse;
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has been altered; or
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otherwise does not meet the return conditions stated in this policy.
These conditions do not limit your statutory rights where an item is faulty or otherwise fails to comply with the Consumer Guarantees Act 1993.
7. Refunds
If your return is approved, we will process your refund using the original payment method wherever reasonably possible.
Once a refund has been issued by Isla Wellington, additional processing time may be required by your:
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bank;
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card provider;
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payment provider; or
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other financial institution
before the funds appear in your account.
For approved change-of-mind returns:
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the refund will generally cover the purchase price of the approved returned item;
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original shipping charges are generally non-refundable; and
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return shipping costs remain the responsibility of the customer.
For faulty, defective, damaged, incorrect or otherwise non-compliant products, refunds and associated costs will be handled in accordance with your rights under applicable New Zealand consumer law.
8. Exchanges
If you would like to request a different size, colour or item, please contact:
Exchange availability depends on current stock.
Where an exchange is requested purely because of:
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a change of mind;
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sizing preference;
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colour preference; or
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another personal preference,
the customer may be responsible for applicable return and reshipping costs.
If the requested replacement item is unavailable, we will advise you of the available options.
This does not affect your statutory rights where the original product is faulty, incorrectly supplied or otherwise fails to comply with applicable consumer guarantees.
9. Order Cancellations
If you need to cancel or change an order before it has been dispatched, please contact us as soon as possible at:
Please include your order number.
We will make reasonable efforts to accommodate your request.
However, because orders may enter processing quickly, we cannot guarantee that an order can be changed or cancelled once fulfilment has begun or the order has been dispatched.
If the order has already been dispatched, the applicable return conditions in this policy will normally apply.
10. Consumer Guarantees Act 1993
Our voluntary 30-day change-of-mind return policy is separate from your legal rights under the New Zealand Consumer Guarantees Act 1993.
Products supplied to consumers must meet applicable consumer guarantees, including requirements relating to:
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acceptable quality;
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fitness for purpose;
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correspondence with their description; and
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other guarantees applicable under New Zealand law.
Your legal rights relating to faulty or non-compliant goods are not limited to the 30-day change-of-mind return period stated in this policy.
Nothing in this Refund & Return Policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified under New Zealand law.
11. Contact Us
For returns, refunds, exchanges, damaged products or incorrect items:
Returns Team
returns@islawellington.nz
For order changes, cancellations, shipping or order status:
Orders Team
orders@islawellington.nz
For general customer support:
Isla Wellington
Trading Name: Isla Wellington
Store Operator: Diogo Carracinha
General Enquiries: hello@islawellington.nz
When contacting us about an existing order, please include your order number so that we can assist you more efficiently.