SHIPPING & DELIVERY POLICY

Shipping and Delivery — The Isla Rose

Last updated: 4 November 2026

How We Fulfil Your Order

At The Isla Rose, we believe that every detail matters — from the moment you discover a piece you love to the moment it arrives at your doorstep.

Inspired by the relaxed elegance and natural beauty of New Zealand, we are committed to making your shopping experience as simple, thoughtful and enjoyable as possible.

Every order is handled with care, and we aim to provide clear communication throughout the delivery process.

Important Shipping Address Information

Please note that our registered contact address in Ahipara, New Zealand, is provided for business correspondence and customer enquiries only.

This address is not our shipping origin, dispatch facility or fulfilment warehouse. Orders are not dispatched from this address.

The shipping origin and fulfilment location may differ from our contact address. Customers should not assume that orders are shipped from Ahipara.

This address is also not a designated returns address. Please contact our customer service team before returning any item.

Processing and Dispatch Time

We understand how exciting it is to receive something new.

That's why we aim to process orders within 1–3 business days after payment confirmation, before dispatching them for delivery.

Weekends and public holidays are not included in the 1–3 business day processing timeframe.

Once your order has been dispatched, you will receive a shipping confirmation by email.

Delivery Time

Our estimated delivery timeframe is:

8–12 days

We work to ensure that your order reaches you within the estimated delivery period.

Please note that delivery times are estimates and may occasionally be affected by circumstances beyond our reasonable control, including:

• Severe weather conditions.

• Public holidays and periods of high shipping demand.

• Transport or courier disruptions.

• Customs processing delays, where applicable.

If your order experiences an unexpected delay, please contact us. Our team will be happy to investigate and assist you.

Order Tracking

We want you to feel informed and confident throughout your shopping experience.

Once your order has been dispatched, you will receive a shipping confirmation email.

Where tracking is available for your shipment, the confirmation will include tracking information so you can follow your parcel's journey.

If you need help locating your order or understanding its delivery status, please contact our support team.

Shipping Costs

Any applicable shipping charges will be clearly displayed at checkout before you complete your purchase.

You will have the opportunity to review your order total, including delivery charges where applicable, before confirming payment.

We believe in transparent pricing, with no unexpected shipping charges added by us after checkout.

Customs, Import Duties and Taxes

Depending on the origin and destination of your order, customs duties, Goods and Services Tax (GST) or other import-related charges may apply.

Any known charges collected by The Isla Rose will be displayed during checkout.

Where additional charges could be collected by customs authorities or delivery providers, the applicable responsibilities will depend on the delivery arrangement and relevant laws.

If you have any questions about possible import charges, please contact us before placing your order.

Order Cancellations and Changes

Because we aim to dispatch orders as quickly as possible, please contact us immediately if you wish to cancel or modify an order.

Email: info@the-isla-rose.com

Suggested subject line: CANCEL – [Your Order Number]

Please include your order number and the details of your request.

We will do our best to accommodate changes before your order has entered the shipping process.

However, once an order has been dispatched, cancellation or modification may no longer be possible.

If your order has already been shipped, our standard 30-day Return Policy may apply once the item has been delivered.

Nothing in this section limits your rights under applicable New Zealand consumer protection laws.

Responsibility During Shipping

We take the safe delivery of your order seriously.

The Isla Rose remains responsible for fulfilling its applicable delivery obligations, including those required by New Zealand consumer law.

If your package is lost, damaged or significantly delayed, please contact us so we can investigate the issue and arrange an appropriate resolution.

Customers are responsible for providing accurate delivery information at checkout.

Please carefully verify your full name, delivery address, postal code and contact details.

If you notice an error after placing your order, contact us as soon as possible at info@the-isla-rose.com.

We will attempt to correct the information before dispatch whenever reasonably possible.

Lost, Missing or Damaged Packages

Your satisfaction and peace of mind are important to us.

If your package has not arrived within the expected timeframe, or if it arrives damaged, please contact our customer support team.

Email: info@the-isla-rose.com

Suggested subject line: DELIVERY ISSUE – [Your Order Number]

To help us investigate, please provide:

• Your order number.

• A brief description of the issue.

• Your tracking information, if available.

• Photographs of any visible damage, where possible.

We may contact the shipping provider to investigate the delivery status.

Where an order has been lost, damaged or not delivered as required under applicable consumer law, we will provide the appropriate remedy, which may include a replacement or refund.

Customers are not required to purchase additional package protection to exercise their statutory consumer rights.

Returns and Refunds

At The Isla Rose, we want every purchase to feel special.

If you are not completely satisfied with your purchase, we offer a 30-day return window from the date of delivery.

We do not charge a separate return handling or restocking fee.

For change-of-mind returns, the customer is responsible for the cost of return shipping.

To initiate a return, please contact:

info@the-isla-rose.com

Our team will provide the appropriate return instructions and designated return address.

Important: Our contact address in Ahipara, New Zealand, is not our designated returns facility. Please do not send returns to this address unless specifically instructed by our customer support team.

If an item is faulty, damaged or does not meet applicable consumer guarantees, we will provide the remedies required under New Zealand law, including covering reasonable return delivery costs where required.

For further information, please refer to our full Return & Refund Policy.

Consumer Rights

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

Goods purchased from a business must meet the applicable consumer guarantees, including acceptable quality, consistency with their description and delivery within the agreed or otherwise reasonable timeframe.

Nothing in this Shipping & Delivery Policy excludes or restricts rights that cannot legally be excluded.

Questions About Your Delivery?

We're here to make your experience as welcoming and straightforward as possible.

Whether you have a question about your order, need help with tracking or would simply like an update on your delivery, our team is here to assist.

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

Customer Support Phone: +64 67546125

We aim to respond to enquiries as promptly as reasonably possible.

Store & Contact Information

Store Name: The Isla Rose

Email: info@the-isla-rose.com

Phone: +64 67546125

Contact Address:

85 Ahipara Road
Ahipara, NTL 0481
New Zealand

Address Disclaimer:

The address listed above is provided exclusively for business correspondence and customer contact purposes.

It is not the address from which orders are shipped, nor is it a warehouse, fulfilment centre or authorised return address.

Order dispatch locations may differ from our contact address.

For questions regarding shipping origins or return instructions, please contact info@the-isla-rose.com.

At The Isla Rose, we believe beautiful clothing deserves a thoughtful shopping experience. From finding your new favourite piece to welcoming it into your wardrobe, we're grateful to be part of your everyday story.

With love,

The Isla Rose Team ♡