HOW CAN WE HELP?

Our estimated delivery time is 8–12 days. Orders are typically processed within 1–3 business days after payment confirmation, before being dispatched. Weekends and public holidays are not included in the processing timeframe.

Delivery estimates may be affected by severe weather, public holidays, transport disruptions or customs processing where applicable. Please see our Shipping & Delivery Policy for more information.

We'll email you when your order has been dispatched. If tracking is available for your shipment, that email will include the tracking details or a link to follow your parcel.

If you need help with a delivery update, email info@the-isla-rose.com with your order number.

The Isla Rose is designed for customers in New Zealand. Enter your delivery address at checkout to see whether delivery is available for your location and any applicable shipping charges before paying.

Our contact address in Ahipara is not the location from which orders are dispatched.

Any applicable delivery charge is displayed at checkout before you place your order. Please review your order total before confirming payment.

If a shipping promotion applies to your order, it will be reflected at checkout.

Please contact us as soon as possible at info@the-isla-rose.com, including your order number and the change you would like to make.

We will do our best to help before dispatch, but changes or cancellations cannot be guaranteed once the order has entered the shipping process. Our Return & Refund Policy applies after delivery, alongside your legal rights.

Email us immediately at info@the-isla-rose.com with your order number and the correct address. We'll check whether the details can still be updated before dispatch.

After dispatch, changes may no longer be possible. Please double-check your address and postcode at checkout.

First, check the address on your confirmation, any delivery notes and safe places where a parcel could have been left. You may also wish to ask others at your address.

If it still cannot be found, contact info@the-isla-rose.com with your order number and any tracking details. We'll investigate with the delivery provider and arrange an appropriate resolution in accordance with applicable consumer law.

Please check your inbox and spam or junk folder, and make sure you used the correct email address at checkout. If the confirmation is missing, contact info@the-isla-rose.com and we'll help verify your order.

Prices are presented in New Zealand dollars (NZD). Applicable charges collected by our store will be shown at checkout. Depending on where an order is fulfilled, GST, customs duties or other import-related charges may apply.

If you need clarification about possible additional charges, contact us before placing your order. See our Shipping Policy and Terms & Conditions.

Depending on what is enabled and available for your checkout, payment options may include Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal. The actual payment methods available to you will be displayed during checkout.

We offer a 30-day return window from the date of delivery. For change-of-mind returns, clothing should be unworn, unwashed, undamaged and in its original condition with tags attached. You may try items on to check the fit.

We do not charge a separate restocking or return-handling fee. Return postage for a change of mind is paid by the customer. Your rights under the New Zealand Consumer Guarantees Act 1993 are not limited by this 30-day policy. Read our Return & Refund Policy.

Email info@the-isla-rose.com within 30 days of delivery with your order number, name, the items you wish to return and the reason for the return.

We aim to reply within 2 business days with instructions and the correct return address. Please wait for these instructions before posting a return. The Ahipara contact address is not a returns facility.

There is no return-handling or restocking fee. For a voluntary change-of-mind return, you arrange and pay for return shipping. The cost depends on your carrier and the return destination provided by our team.

Where a product does not meet applicable consumer guarantees, we will cover reasonable return costs where legally required.

Yes, you can contact us to request an exchange for another size or style, subject to availability and our return arrangements. For a voluntary exchange, the customer pays the return postage on the original item.

If the wrong or a faulty item was supplied, your statutory remedies and applicable return-cost protections still apply.

Once your return has been received, checked and approved, we aim to process the refund within 14 business days. Refunds are normally made to the original payment method, including PayPal where that was used.

Your bank or payment provider may need additional time to make the funds visible. Legally required remedies will be provided within the applicable legal timeframe.

Our voluntary change-of-mind return period is 30 days from delivery. However, if an item is faulty, not as described or otherwise fails a legal consumer guarantee, you may still have rights after 30 days.

Please email us with your order details so we can assess the issue fairly.

Contact info@the-isla-rose.com as soon as reasonably possible, including your order number, a description of the issue and photographs where possible.

Depending on the circumstances, we will arrange the remedy required by New Zealand consumer law, which may include repair, replacement or refund. You will not be required to bear return shipping costs that we are legally responsible for.

Please review the measurements and any size guide shown on the individual product page before ordering. Sizing may vary by style.

If a size guide is unavailable or you would like advice, contact info@the-isla-rose.com with the product name and size you are considering.

Select your preferred size on the product page to see the purchasing options currently displayed. If the size you want is unavailable, please contact us to ask about availability.

We do not promise automatic restock alerts unless that feature is available on the product page.

Always follow the care instructions on the garment label, as washing and drying requirements depend on the fabric and construction.

If you need product-specific guidance before washing, contact our customer support team with the item details.

Your purchases are protected by applicable New Zealand consumer guarantees, including requirements that products be of acceptable quality and match their descriptions. These rights apply independently of any optional manufacturer warranty.

If you encounter a problem, email us with your order number and a description of the issue.

We're happy to help with sizing, orders, deliveries or returns. Email us at info@the-isla-rose.com or call +64 67546125.

We aim to respond to return requests within 2 business days. Other enquiries are handled as promptly as reasonably possible.

No. Our contact address is 85 Ahipara Road, Ahipara, NTL 0481, New Zealand. It is for business correspondence and customer enquiries only.

Orders are not dispatched from this address, and returns must not be sent there. Contact our team to receive the correct return instructions and destination.