Terms of service

TERMS OF SERVICE

Last updated: 22 July 2026

Welcome to Isla Wellington.

These Terms of Service (“Terms”) govern your access to and use of our website, online store, products and related services.

In these Terms, “Isla Wellington”, “we”, “us” and “our” refer to the online retail business operated by Diogo Carracinha under the Isla Wellington trading name. The terms “you” and “your” refer to any visitor, user or customer of our website.

By accessing our website, creating an account or placing an order, you agree to these Terms together with any policies referred to in them.

Please read these Terms carefully before using our website or purchasing from us.

Nothing in these Terms is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable law.

1. About Isla Wellington

This online store operates under the trading name:

Isla Wellington

Store Operator: Diogo Carracinha
General Enquiries: hello@islawellington.nz
Customer Support: support@islawellington.nz
Orders & Shipping: orders@islawellington.nz
Returns & Refunds: returns@islawellington.nz
Privacy: privacy@islawellington.nz

Our store provides fashion, apparel, accessories and related products through our online website.

Some products may be fulfilled and shipped from international fulfilment centres located outside New Zealand.

2. Acceptance of These Terms

By using our website or placing an order, you confirm that:

  • you have read and understood these Terms;

  • you agree to comply with these Terms and our applicable policies;

  • the information you provide to us is accurate and complete; and

  • you have the legal capacity to enter into the relevant transaction.

If you are under 18 years of age, you should use our website and make purchases only with the involvement or permission of a parent or legal guardian where required.

If you do not agree with these Terms, you should not place an order or use our services in a manner that requires acceptance of them.

3. Other Policies

These Terms should be read together with our:

  • Privacy Policy

  • Refund & Return Policy

  • Shipping Policy

These policies form part of the terms governing your interaction and transactions with Isla Wellington where applicable.

If there is any inconsistency between these Terms and a mandatory right provided by applicable law, the applicable law will prevail.

4. Products and Product Information

We aim to provide accurate descriptions, photographs, colours, sizing information, specifications, prices and availability information for the products displayed on our website.

However, the appearance of colours may vary depending on:

  • your device;

  • screen settings;

  • lighting;

  • photography; and

  • other display conditions.

Minor variations may also occur between production batches where they do not materially alter the nature, quality or functionality of the product.

We will not knowingly misrepresent the characteristics, quality, origin, availability or price of our products.

Nothing in this section limits your rights where a product:

  • is materially different from its description;

  • is faulty;

  • is not of acceptable quality;

  • is not fit for an agreed or represented purpose; or

  • otherwise fails to comply with applicable consumer guarantees.

5. Product Availability

All products and product variants are subject to availability.

Placing an item in your shopping cart does not reserve that item.

Although we make reasonable efforts to keep inventory information accurate, an item may occasionally become unavailable after an order has been placed.

If we cannot supply an ordered product, we may:

  • contact you to discuss an appropriate alternative where relevant; or

  • cancel the affected item or order and provide a refund for the amount paid for the unavailable item.

We will not substitute a materially different product without your agreement.

6. Orders

When you place an order, you agree to provide current, complete and accurate information, including:

  • your name;

  • contact details;

  • billing information;

  • delivery address; and

  • payment information.

After placing an order, you may receive an automated order confirmation.

We reserve the right to review an order before fulfilment.

We may refuse or cancel an order where there is a legitimate reason to do so, including where:

  • the product is unavailable;

  • there is an obvious pricing or listing error;

  • payment cannot be authorised;

  • we reasonably suspect fraud or unauthorised activity;

  • we cannot reasonably deliver to the address provided; or

  • fulfilling the order would breach applicable law.

If we cancel an order after payment has been successfully collected, we will refund the applicable amount using the original payment method wherever reasonably possible.

We will not cancel an accepted order arbitrarily or for reasons that would breach applicable consumer law.

For questions or changes relating to an order, contact:

orders@islawellington.nz

7. Prices and Currency

Unless clearly stated otherwise, prices displayed on the Isla Wellington website are expressed in:

New Zealand Dollars (NZD / NZ$).

Applicable taxes, including GST where required, will be handled in accordance with applicable law.

Where applicable, taxes or other charges will be included in the displayed price or clearly identified during the purchasing process as required.

We may change product prices at any time before an order is placed.

Price changes will not retrospectively alter the agreed price of an order that has already been validly accepted, except where permitted or required by law or where an obvious error has occurred and is handled lawfully.

Promotional prices may apply only during the stated promotional period and while applicable stock is available.

8. Pricing and Listing Errors

We make reasonable efforts to ensure that prices and product information displayed on our website are accurate.

Occasionally, errors may occur.

If an obvious pricing, technical or listing error affects an order, we may contact you before fulfilling the order.

Depending on the circumstances, we may offer you the opportunity to:

  • proceed at the correct price;

  • modify the order; or

  • cancel the affected item or order for a full refund.

We will not use this provision to mislead customers about pricing or promotions.

9. Payments

Payment can be made using the payment methods displayed and available at checkout.

These may include, depending on availability:

  • credit or debit cards;

  • digital wallets;

  • buy-now-pay-later services;

  • local or international payment methods; and

  • other payment options provided through our payment providers.

Available payment methods may change from time to time.

Payment transactions may be processed by third-party payment providers.

By submitting payment information, you confirm that:

  • you are authorised to use the selected payment method; and

  • the information you provide is accurate.

We may use reasonable fraud prevention and payment verification measures before processing or fulfilling an order.

10. Shipping and Delivery

Orders are normally prepared for dispatch within:

1 to 3 working days

After dispatch, the estimated delivery timeframe is generally:

8 to 12 working days

Accordingly, most orders are expected to arrive approximately 9 to 15 working days after order confirmation, including normal processing and delivery time.

These timeframes are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

Delivery may occasionally be affected by:

  • courier delays;

  • customs or border processing;

  • severe weather;

  • public holidays;

  • transportation disruption;

  • high seasonal demand;

  • remote delivery locations; or

  • other circumstances outside our reasonable control.

Where Isla Wellington arranges delivery, we will address legitimate delivery problems in accordance with applicable New Zealand consumer law.

Full shipping conditions are set out in our Shipping Policy.

For shipping, tracking or delivery enquiries, contact:

orders@islawellington.nz

11. International Fulfilment

Some Isla Wellington products may be processed, fulfilled and shipped from facilities located outside New Zealand, including facilities located in Asia.

This means that orders may travel internationally before reaching their final New Zealand delivery address.

Customers should review our Shipping Policy before purchasing for further information regarding:

  • processing times;

  • estimated delivery times;

  • tracking;

  • international fulfilment;

  • failed delivery;

  • lost parcels; and

  • returned shipments.

The use of international fulfilment facilities does not limit any rights you may have under applicable New Zealand consumer law.

12. Delivery Information

You are responsible for providing a complete and accurate delivery address.

Please check your delivery information carefully before submitting an order.

If you discover an error, contact us as soon as possible at:

orders@islawellington.nz

Please include your order number and the correct delivery information.

We will make reasonable efforts to update the address before dispatch, but changes may not be possible once fulfilment has begun or the order has been dispatched.

Where a delivery fails solely because incorrect or incomplete information was supplied by the customer, reasonable additional shipping, return or handling costs actually incurred may apply where permitted by law.

We do not automatically impose a fixed percentage penalty for failed deliveries.

13. Change-of-Mind Returns

Isla Wellington voluntarily offers eligible customers a:

30-day change-of-mind return period

The 30-day period begins when you receive your order.

For a change-of-mind return to be eligible, the item must generally:

  • be unworn and unused;

  • remain in its original condition;

  • retain original tags and labels;

  • include all relevant accessories or components; and

  • meet the conditions described in our Refund & Return Policy.

For change-of-mind returns, return shipping costs are generally the responsibility of the customer.

Approved returns may need to be sent to a designated international return facility, including a facility located in Asia.

You must contact us before returning an item so that we can provide the correct return instructions and return address.

For returns, exchanges and refunds, contact:

returns@islawellington.nz

Please review our Refund & Return Policy for the full conditions.

14. Faulty, Damaged or Incorrect Products

Our voluntary 30-day change-of-mind return policy is separate from your statutory consumer rights.

If a product:

  • arrives damaged;

  • is defective;

  • is materially different from its description;

  • is incorrectly supplied;

  • is not of acceptable quality;

  • is not fit for its intended or represented purpose; or

  • otherwise fails to comply with applicable consumer guarantees,

please contact us promptly at:

returns@islawellington.nz

Please include your order number, a description of the issue and photographs or videos where reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to an appropriate remedy, which may include:

  • repair;

  • replacement;

  • refund; or

  • another remedy required by law.

Where Isla Wellington is legally responsible for reasonable costs associated with returning a faulty or non-compliant product, those costs will not be unfairly transferred to the customer.

Nothing in our Refund & Return Policy or these Terms limits your statutory rights.

15. Consumer Guarantees

Products supplied to consumers in New Zealand may be protected by the Consumer Guarantees Act 1993 and other applicable consumer protection legislation.

These protections may include guarantees relating to:

  • acceptable quality;

  • fitness for purpose;

  • correspondence with description;

  • reasonable availability of remedies where guarantees are not met; and

  • delivery within an agreed or reasonable timeframe where applicable.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

Our voluntary store policies operate in addition to, and not in substitution for, applicable statutory consumer rights.

16. Privacy and Personal Information

We respect your privacy and handle personal information in accordance with our Privacy Policy and applicable New Zealand privacy law.

Our Privacy Policy explains:

  • what personal information we collect;

  • why we collect it;

  • how we use and store it;

  • circumstances in which it may be disclosed;

  • how cookies and similar technologies may be used;

  • how you can request access to or correction of your personal information; and

  • how to contact us regarding privacy concerns.

For questions or requests relating specifically to your personal information, contact:

privacy@islawellington.nz

By using our website, you acknowledge that personal information will be handled as described in our Privacy Policy.

17. Marketing Communications

Where permitted by applicable law and where an appropriate form of consent exists, we may send commercial electronic communications relating to:

  • products;

  • promotions;

  • offers;

  • restocks;

  • brand news; and

  • other relevant marketing information.

Marketing communications will include an appropriate method to unsubscribe where required.

You may withdraw your consent to receive marketing communications at any time by using the unsubscribe option provided or by contacting:

privacy@islawellington.nz

Transactional communications relating to an order or customer relationship, such as:

  • order confirmations;

  • payment notifications;

  • shipping updates;

  • delivery updates;

  • refunds;

  • returns; or

  • security notices

are separate from marketing communications and may still be sent where reasonably necessary.

18. Customer Accounts

You may have the option to create an account on our website.

You are responsible for:

  • maintaining the confidentiality of your login credentials;

  • providing accurate account information; and

  • notifying us if you believe your account has been accessed without authorisation.

You must not use another person's account without permission.

We may suspend or restrict access to an account where we reasonably believe it is being used:

  • fraudulently;

  • unlawfully;

  • to abuse our services;

  • to interfere with website security; or

  • in material breach of these Terms.

Any such action will be proportionate to the circumstances and subject to applicable law.

For account-related customer support, contact:

support@islawellington.nz

19. Intellectual Property

Unless otherwise stated, the content made available through the Isla Wellington website, including:

  • the Isla Wellington name;

  • logos;

  • graphics;

  • website designs;

  • photographs;

  • videos;

  • text;

  • product descriptions;

  • icons; and

  • other original content

is owned by, licensed to or otherwise lawfully used by Isla Wellington.

You may use our website for personal and non-commercial shopping purposes.

You may not, without appropriate permission:

  • reproduce;

  • commercially distribute;

  • modify;

  • republish;

  • systematically copy;

  • exploit; or

  • falsely represent ownership of

our protected content.

Nothing in these Terms transfers ownership of intellectual property rights to you.

20. Reviews and User-Submitted Content

Where our website allows customers to submit reviews, photographs, comments or other content, you must ensure that your submission:

  • reflects your genuine experience where presented as a review;

  • does not contain unlawful or misleading material;

  • does not infringe another person's intellectual property or privacy rights;

  • does not contain malicious software;

  • is not abusive, threatening or unlawfully defamatory; and

  • does not impersonate another person.

By voluntarily submitting content for publication, you grant us permission to display and use that content in connection with our website, products and legitimate marketing activities, subject to applicable privacy and intellectual property law.

We may moderate or remove content where reasonably necessary for legal, security or platform-integrity reasons.

We will not knowingly manipulate customer reviews in a manner that creates a misleading impression of customer opinion.

21. Prohibited Uses

You must not use our website or services:

  • for unlawful or fraudulent purposes;

  • to violate another person's rights;

  • to transmit malware, viruses or malicious code;

  • to attempt unauthorised access to our systems;

  • to interfere with website security or operation;

  • to scrape or systematically extract content in a manner that infringes our rights or materially disrupts our services;

  • to submit false or fraudulent orders;

  • to impersonate another person; or

  • to engage in conduct that violates applicable law.

We may restrict access to our services where reasonably necessary to prevent fraud, abuse, security risks or unlawful activity.

22. Third-Party Services and Links

Our website may integrate with or contain links to third-party services, including:

  • payment providers;

  • shipping providers;

  • social media platforms;

  • analytics providers;

  • advertising services; and

  • other external websites or technologies.

Third-party services may be subject to their own terms and privacy policies.

We are not responsible for the independent content or practices of third-party websites that we do not control.

However, nothing in this section excludes responsibility that Isla Wellington cannot lawfully exclude, including responsibility relating to services or providers for which we remain legally responsible to you.

23. Website Availability

We aim to keep our website available, secure and functioning correctly.

However, uninterrupted access cannot always be guaranteed.

The website may occasionally be unavailable due to:

  • maintenance;

  • technical problems;

  • security incidents;

  • hosting interruptions;

  • software updates; or

  • circumstances outside our reasonable control.

We may modify or improve website functionality from time to time.

We will not intentionally use website changes to remove or avoid obligations relating to orders that have already been validly accepted.

24. Limitation of Liability

To the maximum extent permitted by applicable law, Isla Wellington will not be liable for losses that:

  • were not reasonably foreseeable;

  • were not caused by our breach, negligence or unlawful conduct; or

  • arise solely from misuse of our products or services contrary to provided instructions.

However, nothing in these Terms excludes or limits liability, rights or remedies where such exclusion or limitation would be unlawful.

In particular, nothing in these Terms limits rights or remedies available under the:

  • Consumer Guarantees Act 1993;

  • Fair Trading Act 1986; or

  • other mandatory applicable consumer protection laws.

Any limitation of liability in these Terms will apply only to the extent that it is lawful, reasonable and enforceable.

25. Events Outside Our Reasonable Control

We will not be responsible for a failure or delay caused solely by circumstances genuinely outside our reasonable control where we have taken reasonable steps to mitigate the impact.

Such circumstances may include:

  • natural disasters;

  • severe weather events;

  • war or civil disturbance;

  • terrorism;

  • major industrial action;

  • significant transport or logistics disruption;

  • widespread telecommunications or infrastructure failures;

  • epidemics or pandemics;

  • government restrictions; or

  • other comparable events beyond our reasonable control.

Where such an event affects an order, we will make reasonable efforts to:

  • keep affected customers appropriately informed;

  • minimise delays;

  • provide updated information where available; and

  • provide any remedy required by applicable law.

This section does not remove any statutory right you may have to cancel, reject goods, receive a refund or obtain another remedy where applicable.

26. Changes to These Terms

We may update these Terms from time to time to reflect:

  • changes to our business;

  • changes to our services;

  • operational changes;

  • technology changes; or

  • changes in applicable law.

The latest version will be published on our website with an updated revision date.

Changes will generally apply prospectively from the date they are published.

We will not use a later change to these Terms to retrospectively remove rights or materially alter the agreed terms of an order that was already validly accepted, except where required or permitted by law.

27. Suspension or Termination of Access

We may suspend or terminate access to our website or customer accounts where reasonably necessary because of:

  • fraud;

  • unlawful activity;

  • serious abuse of our services;

  • security threats;

  • repeated material breaches of these Terms; or

  • other legitimate reasons necessary to protect our customers, business or systems.

Termination of website access does not remove any rights or obligations relating to an existing:

  • order;

  • refund;

  • return;

  • consumer guarantee; or

  • other matter that survives termination by its nature.

28. Governing Law

These Terms and transactions with Isla Wellington are governed by the laws of New Zealand to the extent applicable.

Nothing in these Terms prevents a consumer from relying on mandatory rights or protections available under applicable consumer law.

Any dispute should first be raised directly with Isla Wellington so that we have a reasonable opportunity to resolve the issue.

For general complaints or customer service matters, contact:

support@islawellington.nz

Where a dispute cannot be resolved directly, either party may pursue any court, tribunal, dispute resolution process or other remedy available under applicable law.

29. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted, limited or removed only to the minimum extent necessary.

The remaining provisions will continue to apply to the extent legally possible.

30. No Waiver

If we do not immediately enforce a provision of these Terms, this does not necessarily mean that we have permanently waived our right to enforce that provision later.

Any rights and remedies available under applicable law remain unaffected.

31. Entire Agreement

These Terms, together with our applicable:

  • Privacy Policy;

  • Refund & Return Policy;

  • Shipping Policy; and

  • any other terms expressly presented and accepted as part of a particular transaction

constitute the terms governing the relevant use of our website and purchases from Isla Wellington.

Nothing in this section excludes any representation, guarantee or obligation that cannot lawfully be excluded.

32. Contact Us

For assistance, please use the contact address most relevant to your enquiry.

General Enquiries

hello@islawellington.nz

Customer Support

support@islawellington.nz

Orders, Shipping, Tracking and Order Changes

orders@islawellington.nz

Returns, Refunds, Exchanges and Damaged Items

returns@islawellington.nz

Privacy and Personal Information

privacy@islawellington.nz


Business Information

Trading Name: Isla Wellington
Store Operator: Diogo Carracinha

When contacting us about an existing order, please include your order number so that we can assist you efficiently.