RETURN & REFUND POLICY

Returns & Refunds — The Isla Rose

Last updated: 4 November 2026

At The Isla Rose, we believe that shopping for beautiful, timeless fashion should always feel effortless and reassuring.

Your satisfaction means a great deal to us. If something isn't quite right, we want to make the return process as simple, transparent and straightforward as possible.

We are committed to treating every customer with the genuine care and attention that inspires our collections.

Return Window

We offer a 30-day return policy from the date your order is delivered.

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

To ensure your request is handled correctly, please contact our customer support team before sending any items back.

Our voluntary return policy is offered in addition to your rights under applicable New Zealand consumer protection laws.

Conditions for Returns

For change-of-mind returns, the following conditions apply:

✔ Items must be unused, unwashed and undamaged.

✔ Original product tags must remain attached.

✔ Items should be returned in their original packaging and condition.

✔ Trying on clothing to check the fit is perfectly acceptable, provided the items remain in a condition suitable for resale.

✔ Items that have been visibly worn, washed, altered or damaged after delivery may not qualify for a change-of-mind refund.

These conditions apply to voluntary change-of-mind returns and do not restrict your statutory rights regarding faulty or incorrectly supplied products.

How to Start a Return

To initiate a return, please follow these simple steps:

Step 1 — Contact Us

Email our customer support team at:

info@the-isla-rose.com

Please contact us within 30 days of receiving your order.

Step 2 — Provide Your Order Details

Include the following information:

• Your order number.

• Your full name.

• The item or items you wish to return.

• The reason for your return.

Step 3 — Receive Return Instructions

Our customer support team aims to respond within 2 business days with return instructions and the appropriate return address.

Step 4 — Send Your Return

Once you have received the instructions, carefully package your items and send them to the designated return facility.

Important: Please do not send your package before receiving return instructions from our customer support team.

This helps us identify your return and process it without unnecessary delays.

Return Shipping — Important Information

At The Isla Rose, we aim to make our returns process clear and fair.

There are no additional return handling or restocking fees.

However, for change-of-mind returns:

✔ Return shipping costs are the responsibility of the customer.

✔ Customers are responsible for arranging and paying for the return shipment.

✔ Return shipping costs may vary depending on the shipping provider, parcel dimensions and designated return destination.

✔ We recommend using a tracked shipping service and keeping proof of postage.

✔ If international return shipping is required, our team will provide the relevant return destination information before you send your parcel.

Please note:

Our contact address in Ahipara, New Zealand, is not our designated returns facility.

Returns must be sent to the address provided by our customer support team.

We understand that return shipping costs are an important consideration, and our team is happy to explain the return process before you send your items.

Where an item is faulty, damaged or does not meet applicable consumer guarantees, return shipping responsibilities will be handled in accordance with New Zealand consumer law.

Refunds

Once your returned items have arrived at the designated return facility, they will be inspected to confirm their eligibility.

If your return is approved, we aim to process your refund within 14 business days of receiving and assessing the returned items.

Refunds will normally be issued to the original payment method used for the purchase.

This may include:

• Visa.

• Mastercard.

• American Express.

• Apple Pay.

• Google Pay.

• Shop Pay.

• PayPal.

The time required for the funds to appear in your account may vary depending on your bank or payment provider.

You will receive an email confirmation once your refund has been processed.

For change-of-mind returns, any return postage paid by the customer is not reimbursed.

Refunds and reimbursements required under applicable consumer protection laws will be handled in accordance with those laws.

Damaged, Defective or Incorrect Items

We carefully select our collections and want every purchase to arrive as expected.

If you receive an item that is damaged, defective, incorrect or significantly different from its description, please contact us as soon as reasonably possible.

Email: info@the-isla-rose.com

Suggested subject line: DAMAGED ITEM – [Your Order Number]

To help us review your request, please include:

• Your order number.

• A description of the issue.

• Clear photographs showing the problem, where reasonably possible.

Our team will assess the issue and provide an appropriate solution.

Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, this may include a repair, replacement or refund.

Where a product fails to meet applicable consumer guarantees, customers will not be required to bear return shipping costs that the retailer is legally responsible for.

Claims concerning faulty products are not restricted to the voluntary 30-day return window.

We will assess these matters in accordance with applicable New Zealand law.

Exchanges

If you would like to exchange an item for a different size or style, please contact our customer support team.

We will review your request and advise you of the available options.

For voluntary size or style exchanges, customers are responsible for the cost of returning the original item.

Where an exchange is required because an incorrect or faulty item was supplied, the remedies provided by applicable consumer law will apply.

Consumer Rights

The Isla Rose respects the rights of customers under New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Products supplied to consumers must meet applicable guarantees, including acceptable quality, fitness for purpose and consistency with their descriptions.

Where these guarantees are not met, customers may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances.

Nothing in this Return & Refund Policy excludes, restricts or modifies any consumer rights that cannot lawfully be excluded.

Questions About Your Return?

At The Isla Rose, we believe that thoughtful service is part of every beautiful shopping experience.

If you have any questions about a return, exchange or refund, our customer support team is here to help.

Store Name: The Isla Rose

Customer Support Email: info@the-isla-rose.com

Phone: +64 67546125

Contact Address:

85 Ahipara