Returns & exchanges

We can accept returns for our products if the return request is received within 14 days.

To start a return or exchange, please email hello@isobelperl.com.

Please note that the customer is responsible for additional shipping costs involved in returns and exchanges. 

Damages & issues

Please contact us at hello@isobelperl.com within 14 days of receiving your order if it is defective or damaged or if you received the wrong item so that we can rectify it. 

 

Reactions & skin sensitivities 

Despite using natural ingredients & waterless formulas that are more gentle on the skin, we understand all skin is different. If you believe you are having a reaction to one of our products, please send a photo to hello@isobelperl.com within 14 days of receiving your order so we can look into this.

It is important to note that we cannot offer full refunds on cases involving irritation or reaction. As with all cosmetic products, we advise patch testing before use & checking the full list of ingredients on the product pages for any potential allergies.

If a customer wishes to return unused products due to reaction or sensitivitiy, please note it is their responsbility for additional shipping costs involved in returning the items.

 

Lost Items Policy

We work hard to ensure your order reaches you quickly and safely. Occasionally, delays or lost parcels can happen once your order is in the hands of Royal Mail. Our policy is based on Royal Mail’s claims process.

1. Delivery Times

• Royal Mail does not consider an item lost until 10 working days (for UK deliveries) or 25 working days (for international deliveries) have passed since the expected delivery date.

• Until this time has passed, we are unable to process a claim or issue a replacement/refund.

2. Reporting a Lost Item

• Customers must notify us of a missing parcel within 30 calendar days of the expected delivery date (UK) or within 40 calendar days for international orders.

• Claims raised after this period cannot be investigated or reimbursed.

• Before contacting us, please check with neighbours, safe places, or your local Royal Mail Delivery Office.

3. Customer Response Time

• Once we contact you regarding your lost item claim, you must reply with the requested information (such as confirmation of address, delivery checks, or a loss declaration form) within 7 calendar days.

• Failure to respond within this timeframe will result in your claim being closed and no refund/replacement issued.

4. Replacements & Refunds

• Once Royal Mail officially classifies your parcel as lost, we will either send a replacement (stock permitting) or issue a refund.

• Refunds will be processed back to the original payment method.

5. Exceptions

• We cannot be held responsible for parcels where an incorrect or incomplete delivery address was provided at checkout.

• If your parcel is shown as delivered by Royal Mail tracking, we require a police report in order to open an investigation with Royal Mail before deciding on next steps.

6. International Orders

• Customs delays are outside our control and do not count as lost items.

• A parcel is only considered lost after 25 working days from the expected delivery date.