Refund policy

Our 30 Day Return Policy in a Nutshell (The Short Version)

As a small family run business, we want to give our customers the best experience we can when purchasing from our website. With that said, we’re not Amazon. Every piece is printed to order in the USA, and we don’t keep an inventory available for exchanges. So, while we DO offer returns and exchanges for 30 days after you order, we’ve got a few caveats.

Any damaged or defective items will be replaced ASAP, without the need for a return.

Sizing, color, and style issues are all eligible for exchanges only. We will send you a return label and take care of the logistics, however customers are required to pay for return shipping via USPS Ground Advantage. All other return cases that do not include an exchange will include an additional 15% restocking fee, which helps us recover a small portion of the costs of making and shipping your first order.

Double-check your address at checkout: we can’t replace an order for free if it was shipped to an address entered incorrectly.

So that’s the gist, but keep reading below for all the nitty gritty details.

Official Refund, Exchange, and Return Policy (the long version)

We have a limited 30-day exchange and return policy (active 30 days from the date of delivery) which covers a variety of issues, and provides our customers with peace of mind when making a purchase.

Size/Color/Design Exchanges (Return Eligible With a New Order Only)

Items can be returned and exchanged only with the purchase of an equivalent item. Customers will be responsible for the cost of return shipping via USPS Ground Advantage and will be provided with a return label by Isle & Glen. Once we have received the original item, we will issue a refund ONLY if the customer has ordered a new, equivalent item in a different size, color, or design. PLEASE NOTE: You are responsible for ordering a new product before we can provide a refund for the original order. (This allows us to process returns and exchanges much faster than arranging individual product swaps or exchanges for orders one-by-one).

Damaged or Defective Merchandise (Return and Exchange Eligible)

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so that we can MAKE IT RIGHT ASAP. Once we have verified the issue, Isle & Glen will send a replacement item, printed to order, at no cost to the customer. For damaged or defective merchandise, we will need a photo of the entire garment laid out on a flat surface (taken from above, showing the entire garment with design and tag), as well as a closeup from the same angle of the damage or defect. The customer is NOT responsible for the cost of return shipping in the case of damaged or defective merchandise. Email your photos to support@isleandglen.co.

Other Issues (Return Eligible Only - Subject to 15% Restocking Fee)

Should you decide you’d like to return your item without an exchange, you may do so only upon approval from our Customer Support team. PLEASE NOTE: In these cases, there will be a charge for return shipping via USPS Ground Advantage, as well as a restocking fee of 15% which will be deducted from the total refund amount.

Return and Refund Eligibility

To be eligible for a return or exchange, your item must be in the same brand-new condition that you received it; unworn or unused, with tags, and in its original packaging. You’ll also need your confirmation number that was sent to you via email or text message and the receipt (or proof of purchase).

To start a return, you can contact us at support@isleandglen.co or via the “Contact” page on our website. PLEASE NOTE: The fastest way to process a return request is via email (we will respond to voice messages within 24 hours should you call via phone, but we encourage reaching out online first).

If your return or exchange is accepted, we’ll send you a return shipping label, as well as instructions on how to complete your return. Please note that shipping charges for returns and exchanges will be assessed via USPS Ground Advantage rates, and customers making a size/color/design exchange are responsible for those charges before new items can be shipped. Please send returns only with the label we provide. Items sent back without a return request, or mailed to the return address printed on your original package, often don’t reach us, even when tracking shows them delivered, so we can’t guarantee a refund or exchange for them.

You can always contact us at support@isleandglen.co with any return related questions.

Refunds to Your Payment Method (For Approved Orders)

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account. If more than 15 business days have passed since we’ve approved your return, please contact us at support@isleandglen.co.

Shipping Addresses and Delivery

Please double-check your shipping address at checkout. We ship to the address exactly as it was entered, and you can see it on your order confirmation email. If something’s wrong or missing, email us at support@isleandglen.co within 24 hours of ordering and we’ll do our best to update it before your order goes to print.

Tracking that says “returned to sender” usually means the package went back to our print partner, not to us, so we can’t forward it. If the address entered at checkout was incomplete or incorrect, we can’t refund the order or replace it for free. If a returned package does make it back to us, we’ll reship it once you’ve covered the new shipping cost.

If tracking shows your package delivered but you can’t find it, check around your property and with neighbors, then contact the carrier. Let us know within 7 days of the delivery date and we’ll help however we can.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned including custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on Bargain Bin items, select sale items, or gift cards.

European Union 14 Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.