Refund policy

What’s returnable

  • 100 mL Eau de Parfum: Acceptable for return only if the outer seal is unbroken and packaging is intact.

 

What’s not returnable

  • 2 mL and 10 mL fragrances (opened or unopened).

  • Items returned without prior approval or outside the return window.

  • Gift cards.

 

Return window

  • 30 days after shipment or 10 days after delivery, whichever date is later.

How to start a return (free)

  1. Login to your customer account by clicking the icon on the website. Choose your order that you would like to return, choose a return reason, and submit the return request.

  2. Allow up to 24 hours for a response. If eligible, we’ll send a prepaid return label and instructions.

  3. Send the package back using the provided label.

    Return address: 7/109 Riverside Place, Morningside, Queensland 4170.

Items sent back without approval will not be accepted and will be reshipped at the cost of the customer.

 

Damages & issues

Inspect your order on arrival. If an item is defective, damaged, or incorrect, email hello@isolahouse.com with photos so we can resolve it quickly (replacement, credit, or refund as applicable).

 

Refunds

  • We’ll notify you once your return is received and inspected.

  • If approved, refunds are issued to your original payment method within 10 business days (your bank may take additional time).

  • If it’s been 15 business days since approval and you haven’t seen the refund, contact hello@isolahouse.com.

Reminder: Every 100 mL order includes a 2 mL tester—please try the tester first. Opening or breaking the seal on the 100 mL bottle makes it ineligible for return.