Refund policy
Returns & Exchanges
If you change your mind, you can return unopened products within 14 days of delivery for a full refund. Email hello@isobelperl.com with your order number to start a return or exchange. Return postage is the customer’s responsibility. We’ll refund you within 14 days of receiving the return.
For hygiene reasons, opened products can’t be returned under this policy. They may still be covered by our Money Back Guarantee.
Damaged, Faulty or Incorrect Items
If your order arrives damaged or faulty, or you’ve received the wrong item, email hello@isobelperl.com with your order number and a photo as soon as you can. We’ll send a replacement or a refund at no cost to you. This doesn’t affect your statutory rights.
Reactions & Skin Sensitivities
Every skin is different, so we always recommend a patch test before first use and checking the full ingredient list on each product page.
If you experience irritation, please stop using the product straight away and email hello@isobelperl.com with your order number, a photo of the reaction and the batch number from your bottle or box. You don’t need to send the product back. If symptoms persist, please speak to a pharmacist or GP.
Lost Parcels
Occasionally parcels go missing in transit. If yours hasn’t arrived, please first check with neighbours, any safe place and your local delivery office. Then let us know:
- UK orders: contact us if your parcel hasn’t arrived within 10 working days of the expected delivery date.
- International orders: contact us if your parcel hasn’t arrived within 25 working days. Customs delays aren’t counted as lost.
We may ask you to confirm your address or complete a short declaration. Once that’s done, we’ll send a replacement (stock permitting) or refund you to your original payment method.
If tracking shows your parcel as delivered but you haven’t received it, contact us within 14 days and we’ll investigate with the carrier. We can’t be responsible for parcels sent to an incorrect address entered at checkout.