Returns &
Exchanges

How to return

To return or exchange an item, please submit your return through our Returns Portal. Before submitting a return, please ensure you've read and understood our returns policy.

Customers are responsible for covering the cost of return shipping. If any item/s are returned that don't meet our policy, they will be sent back to you, and an additional return shipping fee will apply.

Our team will get back to you within 3 business days of receiving your request.

Terms & conditions

• All returns must be submitted within 7 days of receiving your order.
• Items must be returned in their original condition, unworn, unaltered and unwashed, with all original tags attached and original packaging where applicable.
• We suggest all items are tried on as soon as they are received to ensure you can return them within the 7-day return timeframe.
• Full-priced, in-stock items purchased online or via Click & Collect can be returned for a refund, 115% store credit or exchange.
• A 15% handling and restocking fee will be deducted from all change-of-mind refunds. This fee is calculated on the purchase price of the returned item(s) and will be deducted from the refund issued.
• The 15% handling and restocking fee does not apply where a refund is required due to a confirmed faulty item or other rights or remedies that cannot lawfully be excluded.
• Full-priced items purchased at a discounted price during a flash sale or promotional event (including Black Friday, EOFY, Sets, Flash Sales etc.) are not eligible for a return, refund, store credit or exchange.
• Items purchased with the use of a promotional or discount code are not eligible for a refund, excluding our 10% Welcome Code.
• Online Warehouse Sale items are considered Final Sale and are not eligible for a refund, exchange or return.
• For hygiene reasons, we do not accept returns on swimwear. We are happy to offer an exchange for a different size or style, provided the item is unworn, unwashed, in its original condition and has all tags and hygiene seals intact.
• Custom-made and made-to-order items are final sale and non-refundable.
• Gift Cards cannot be returned or refunded.
• You are responsible for the cost of shipping your return and for ensuring the parcel arrives safely at our warehouse. We are not responsible for returns that are lost or damaged in transit.
• For refunds and exchanges, customers are responsible for the cost of shipping the item back to us.
• Once your return is received, it will undergo a quality review. Once approved, your refund, store credit or exchange will be processed for the eligible purchase price.
• Refunds do not include the original shipping cost or any applicable handling, restocking, tariffs/duties or payment processing fees.
• International returns are subject to a non-refundable tariffs/duties fee. This fee covers the import duties and tariffs paid by Isabelle Quinn on the original shipment and will be deducted from the eligible refund amount where applicable.
• If payment is made using a third-party payment service such as Afterpay, Zip Pay, Laybuy or Sezzle, a small fee may be deducted from the eligible refund amount to cover fees incurred.
• Store credit notes are valid for 12 months from the date of issue.
• Isabelle Quinn reserves the right to charge a restocking fee of up to 20% if an order is cancelled after processing has commenced.
• Items purchased in-store can be returned within 7 days of purchase for a credit note or exchange, provided they meet our return conditions. Any items posted back to our Mermaid Beach warehouse must be returned at the customer's expense.
• All returns are subject to our terms and conditions. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under Australian Consumer Law.

Return timelines

We endeavour to process refunds as soon as possible once your return has been received. Please allow 7–10 business days for your return to be processed. Once your refund has been finalised, you will receive an email confirmation. Please note that it may take several additional business days for the refund to appear on your credit card or account, depending on your payment provider.

Faulty items

We take great care to ensure every Isabelle Quinn piece is carefully inspected before being sent to you. If your item arrives damaged or you believe it has a manufacturing fault, please contact our customer service team at info@isabellequinn.com.au as soon as possible after receiving your order.

Please include your order number and clear photos of the issue so our team can assess the item and assist you with the appropriate resolution.

Please note that damage resulting from normal wear and tear, incorrect washing or care, accidents, misuse or failure to follow the garment care instructions is not considered a manufacturing fault.

Pre-orders

Please note that pre-order items are not eligible for a refund for change of mind. As pre-orders are produced and purchased based on customer demand, we are unable to offer refunds if you simply change your mind about your purchase.

If you change your mind, you are welcome to return your pre-order item for either an exchange or 115% store credit, provided the item meets our standard return conditions.

Contact us

If you have any specific questions in relation to our returns policies, please feel free to contact us via email at info@isabellequinn.com.au