REFUND POLICY

At ISLA & LILY BOUTIQUE, we aim to ensure our customers are satisfied with their purchase. Please review our Refund and Return Policy carefully before placing an order.

Please note that we do not offer free returns for change-of-mind returns. All return shipping costs for change-of-mind returns are the responsibility of the customer.

This policy does not limit or exclude any rights you may have under New Zealand consumer law.

RETURNS

Can I return my order?

Yes. You may return your order within 14 days of receiving your items if you are not satisfied, provided the item meets the conditions below.

To be eligible for a return, the following conditions must be met:

The item must be returned within 14 days of delivery.
The product must be unused and in the same condition as received.
All original packaging, tags, accessories, and components must be included.
The item must show no signs of wear, damage, washing, alteration, or improper handling.
Items subject to hygiene considerations must be returned in a clean and unused condition.
Return shipping costs for change-of-mind returns are the responsibility of the customer.

We reserve the right to refuse any return that does not meet these conditions, subject to applicable law.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives defective, damaged, incorrect, or not as described, please contact us as soon as possible, preferably within 48 hours of delivery, with clear photo evidence.

Once verified, we will provide an appropriate solution in accordance with New Zealand consumer law. Depending on the issue, this may include a repair, replacement, refund, or another suitable remedy.

If the goods are faulty, damaged, incorrect, or fail to meet applicable consumer guarantees, return shipping costs will not be charged to the customer where required by law.

HOW TO RETURN YOUR ORDER

If your return meets the above conditions, please follow these steps:

Email us at:
support@islalilyboutique.com

Include the following details in your email:

Order number
Reason for return
Clear photos if the item is damaged, defective, incorrect, or not as described
Full name
Shipping address

Once your request is approved, we will provide you with the correct return address.

Please do not send returns to the original sender address. Returns sent without approval may not be accepted.

NEW ZEALAND CONSUMER RIGHTS

Under New Zealand consumer law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986 where applicable, customers may be entitled to a remedy if goods are faulty, damaged, not of acceptable quality, not fit for purpose, not as described, or do not arrive within the agreed or reasonable timeframe.

If the issue is minor, we may choose to repair, replace, or refund the item.

If the issue is major, you may be entitled to reject the goods and request a refund, replacement, or other remedy available under New Zealand law.

Because our system processes orders quickly, orders cannot be cancelled once shipping has begun. If your order is already in transit, please wait until delivery and then contact us regarding a return or remedy.

The right to a remedy applies once:

You notify us of the issue; and
We are able to assess the item or evidence provided; and
Where required, we receive and inspect the returned goods.

Return shipping costs are borne by the customer for change-of-mind returns, unless the goods are faulty, damaged, incorrect, or otherwise fail to meet applicable consumer guarantees.

SHIPMENTS IN TRANSIT

Some of our products may be shipped from local or international warehouses, including warehouses in Asia. Delivery times may vary and may be affected by supplier processing times, customs processing, courier delays, local delivery conditions, and seasonal demand.

If your order is already in transit, cancellation is not possible. You may notify us of your intent to return and proceed once the item has been delivered.

For faster processing, please provide a return shipment tracking number once dispatched.

REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 14 days of receiving the returned goods.
  • Refunds will be issued to the original payment method.
  • Original shipping fees are non-refundable for change-of-mind returns.
  • Refund processing times may vary depending on your payment provider.

RETURN ADDRESS

All approved returns must be sent to the return address provided by our customer support team after return approval.

Depending on the product and fulfilment location, approved returns may need to be sent to our central international warehouse at the customer’s expense for change-of-mind returns.

Please do not send returns to the address shown on the original package unless we specifically instruct you to do so.

IMPORTANT NOTES

  • We are not responsible for lost return shipments. We strongly recommend using tracked shipping, as refunds cannot be processed without proof of delivery.

     

     

  • Returns that do not meet our policy conditions may be refused or returned to the customer, subject to applicable law.

     

  • Items returned without prior approval may not be accepted.

     

  • This policy does not affect your statutory rights under New Zealand law.

CONTACT

For any questions regarding refunds or returns, please contact us at:

support@islalilyboutique.com