FAQ

Frequently Asked Questions

Q. I just placed an order. When will it ship?
Please allow 1–3 business days for your order to be processed and dispatched. Delivery times vary depending on your location and are listed on most product pages. If no delivery time is stated, please allow an estimated 7–10 business days.

Tracking details are usually updated 3–5 days after your order has been dispatched. If you haven't received a tracking number within 7 business days, please email us at support@isabellamelbourne.com.

Q. How long does delivery take?
Delivery times vary depending on your location and are listed on most product pages. If no delivery time is stated, please allow an estimated 7–10 business days.

Q. Can I cancel or change my order?
We process orders quickly, so if you'd like to cancel or change your order, please email us within 8 hours of placing it and we'll do our best to help. Once an order has been dispatched, we're unable to cancel it, but you can still return it under our Returns Policy below.

Q. Can I return my order?

Faulty, damaged or incorrect items
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If your item is faulty, damaged, significantly different from its description, or not what you ordered, you're entitled to a remedy. For a major problem, you can choose a refund or replacement. For a minor problem, we may offer a repair, replacement or refund.

Please email us at support@isabellamelbourne.com with your order number and photos of the issue. Where an item is faulty or incorrect, we'll cover the reasonable cost of returning it.

Change of mind
If you've changed your mind, we're happy to accept returns within 30 days of delivery. Items must be unworn, unwashed and in their original condition with tags attached. Return postage for change-of-mind returns is at your own cost. Once we've received and checked your item, we'll refund the original purchase price to your original payment method.

Please include your name and order number inside the returned parcel. If your order is still on its way, please wait for it to arrive before starting a return.

Q. I entered an incorrect address. What should I do?
If you've misspelt or auto-filled an incorrect address, please reply to your order confirmation email as soon as possible with the correct details. We can update your address if you let us know within 8 hours of placing your order.

Q. I have a question that isn't answered here. Can you help?
Absolutely, we're here to help! Email us at support@isabellamelbourne.com. For the fastest response, please include your order number and a clear description of your question.

Q. Why does the size on my clothing tag look different from the size I ordered?
Due to the manufacturing process, the size tag on your garment may show 2–4 sizes larger than the size you ordered. Rest assured, the actual fit of the garment matches the size you ordered.