Refund policy

Shop with Confidence

We want you to love your Isla & Hart handbag.

If for any reason you're not completely satisfied with your purchase, we're here to help. Our goal is to make the returns process simple, fair and stress-free.

Eligible Returns

To qualify for a return:

• Your item must be unused and in its original condition.
• The handbag must be returned in its original packaging, including any dust bag, tags and accessories.
• Returns must be requested within 7 days of receiving your order.

Items That Cannot Be Returned

For change-of-mind returns, we cannot accept:

• Handbags showing signs of wear or use.
• Items that have been damaged after delivery through use, misuse or improper care.
• Items returned without their original packaging, tags or accessories.

This does not affect your rights in relation to faulty, damaged or incorrect items under South African consumer law.

Faulty or Incorrect Items

If your handbag arrives damaged or you receive an incorrect item, please contact us as soon as possible after delivery so we can assist you promptly.

Please include your order number and photographs of the item and packaging where applicable.

Where an item is faulty, damaged or incorrect, we’ll arrange the appropriate return, replacement or refund in accordance with your rights under South African consumer law.

How to Request a Return

Returning your order is easy.

Simply:

• Email hello@islaandhart.co.za
• Include your order number.
• Tell us why you'd like to return the item.
• Attach photographs if the item is damaged or incorrect.

Once we've reviewed your request, we'll send you simple return instructions.

Refunds

Once your returned handbag has been received and inspected, we’ll process your refund as quickly as possible.

Please allow 5–7 business days for the refund to reflect in your account after it has been processed, depending on your bank or payment provider.

For eligible change-of-mind returns made under the applicable cooling-off period, refunds will be processed in accordance with South African consumer law.

Return Shipping

If your return is due to:

✓ A faulty or damaged item
✓ An incorrect item being sent

We'll gladly cover the return shipping costs.

If you've simply changed your mind, the cost of return shipping will be the responsibility of the customer.

Exchanges

We’re happy to assist with an exchange where possible.

If you’d like to exchange your handbag for a different style or colour, please contact us within 7 days of receiving your order.

Exchanges are subject to stock availability. If your preferred item is unavailable, we’ll be happy to assist you with a return instead.

For change-of-mind exchanges, the customer is responsible for the return shipping costs and any additional delivery costs.

If the replacement item is priced differently, we’ll let you know before the exchange is processed.

Thank You

Thank you for supporting our small business.

Every Isla & Hart order is packed with care, and we truly appreciate every customer who chooses to shop with us. 🤍

My hope is that you absolutely love your handbag.

If something isn't quite right, I'll always do my best to make it right.

With love,
Cami 🤍