IMPORTANT NOTICE

There may be delays to deliveries including expedited shipments as a result of the ongoing health crisis. Please check with your local postal services for regular updates

STANDARD DELIVERY

All shipping costs are calculated on a location and weight based charge and will vary depending on the individual order. The total delivery cost will be available upon checkout. We may from time to time offer discounted shipping rates and free deliveries during any promotional period which will either require a promotional code or automatically be applied to your account at the checkout. Orders with free shipping will be sent via economy service and will take longer than standard or special delivery. 

We try to price shipping costs as low as possible whilst also using a secure service which will give us both peace of mind. All items are sent by either Royal Mail Recorded Delivery or a trusted courier service for larger items and will require your signature upon arrival. All parcels are tracked to ensure a prompt and secure delivery. If you wish to use an alternative shipping method, please contact us prior to placing your order to make the appropriate arrangements. 

We always check the quality of all our products prior to shipping to ensure there are no faults and that you receive it in the best possible condition. In any circumstance where there is a problem with a product, we will always get in touch with you first to confirm how you would like us to proceed. Once we are happy with the items, we make sure they are well packaged and we insure the parcels against any unforeseen loss or damage during transit. It is our responsibility until it reaches you. 

DISPATCH TIME -  ITEMS IN STOCK  (ready to ship)
*We endeavour to get your orders to you within the time frames detailed below but cannot guarantee these orders will reach you on time in the event of collection/delivery failures or delays during transit which is out of our control. Orders are typically dispatched within 1 -2 working days of confirmation upon receiving your order. For special/express delivery, we aim to dispatch your order on the same day or by the next working day depending on the time of your order. Please allow additional time for items that are 'Made to order'. See below for details.

DISPATCH TIME - MADE TO ORDER
*Please allow up to 3 weeks (unless otherwise stated) in addition to delivery times detailed below for your bespoke, personalised or made-to-order items to be completed. Made to order items are detailed under each product description. If you wish to receive your order sooner, please contact us prior to placing your order to arrange this.
If you wish to make amendments to your order, please feel free to contact us with your enquiry.
 

UK DELIVERY
Standard Signed For - 3 - 5 working days*
Special/Express Service - Next working Day*

EU DELIVERY
International Signed For (tracked within the UK) - 3 - 15 working days*

USA & REST OF WORLD
International Signed For (tracked within the UK) - 7 - 21 working days*

**Please note that international buyers are responsible for any and all duties and customs charges that may be incurred and you may need to pay these charges once it reaches your homeland. These charges are out of our control and we have no way of predicting what they may be. As such, we cannot be held responsible for them. Customs policies vary widely from country to country and if your parcel is being held at customs, it can delay the delivery of your goods. So if you’d like more information, your best course of action would be to contact your local customs office. 

PACKAGING
All our products are designed and made in-house using high quality materials. We take great pride in all the products we make and want you to receive them in perfect condition. All our products are presented in a box or gift bag with or without tissue paper and then placed in a protective outer shipping box. Multiple orders may be placed in the same gift box/bag. Sale and sample sale items are wrapped in tissue paper or clear packaging, with or without gift box/bag depending on the individual item, and then placed inside a shipping box.

GIFT WRAPPING
If you are buying as a gift let us know upon checkout along with any special requirements and we shall make the appropriate arrangements. Our standard gift wrapping will include the products presented in a box and/or gift bag with tissue paper, finished with ribbon and a blank card. If you would like us to handwrite a personalised note, let us know in the ‘additional information’ box upon checkout. All price labels will be removed and a delivery note/invoice can also be removed from the shipment upon request. If you are buying for multiple recipients, we are happy to place the items in separate gift bags as directed.

RETURNS POLICY
 

GENERAL
Refund timescales may vary so please allow 14 working days for a refund to be processed. 

NON RETURNABLE ITEMS
Some products are non-returnable in the interest of hygiene and for the protection of all our customers. For this reason, earrings and pierced jewellery are not exchangeable or refundable. Other non returnable goods include bespoke/made-to-order items, personalised items, sample sale items or items that have been specified as faulty or with imperfections.

BESPOKE | MADE TO ORDER
If you have changed your mind, you must contact us as soon as possible before any work has started in order for us to accept a cancellation and issue a full refund. We only order supplies and materials once we have received payment and confirmation of your order. Due to the nature of made-to-order or bespoke items, we will only be able accept cancellations in the early stages of production - material and labour costs will not be refunded. Refunds will not be issued to orders with reduced/discounted rates once materials have been purchased. We cannot accept cancellations or offer a refund if your order is complete and delivery will proceed as normal. In the case of unsatisfactory service, we will make further amendments subject to our discretion and would be happy to discuss any changes to rectify the problem. Please contact us if you have any questions regarding your order

CANCELLING YOUR ORDER
If you have placed an order by mistake or changed your mind, contact us as soon as possible. For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched and you will be issued with a full refund. If however your order has already been shipped, you will need to follow the returns procedure and return the order to us within 14 days of receipt. You must inform us of your intentions to cancel by email stating your order number. Once we have received the item and are happy after a thorough inspection, we will issue a full refund.

You have the right to cancel your contract within 14 days of receipt of the goods. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel by email, always within the 14 day period. You must return the goods to us in their original condition within 14 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 14 days of receipt of the goods). Goods will not be accepted outside of this period.

RETURN AN ITEM
If you are not completely satisfied with your purchase, we're sorry to hear that. In order for us to accept a return and issue a full refund, you must return the goods to us in accordance with the below instructions. 

You must firstly follow the cancellation procedure by informing us within 14 days of receipt clearly stating your order number, reasons for return and return the goods within 14 days of receipt unless instructed otherwise. You may inform us by email or by submitting a Returns Form here. Once we have been informed by you, we will send you instructions on where to send your return. If a Returns Note has been provided with your order - you may complete this form instead and return it with your parcel to the address outlined in the Returns Note. 

Isabel Wong is not liable for the cost of returning items. The cost of returning the item to us is your responsibility and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package to receive it, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us.  We cannot accept liability for goods that get lost or damaged in transit back to us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Refunds will not be issued for undelivered items.

Returned items should be unused and unworn and in their original packaging with any enclosed documentation -  if they’re not, we may be unable to accept them. If you received a promotional gift or any other complimentary products with your order, these must also be returned to us. If such items are not returned, you will be charged the full value of these goods. When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly. 

Help to ensure the quality of our products.
*Note: when trying on items of clothing do not remove labels. Please ensure that you are not wearing a perfume, aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force.

After satisfactory inspection of your return we will issue a refund within 14 days of receiving the returned good. If you are a customer in the EU, we will refund the original cost of standard delivery. If you are a customer outside of the EU, the cost of shipping will not be refunded - in the event you received free shipping, the cost we paid to deliver the goods will be deducted from your refund. We do not take responsibility of damaged items caused by you. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. 

All correctly returned goods will be credited as a refund to the original purchaser's credit card or gift card.

EXCHANGE AN ITEM
Please follow the 'Return an Item' procedure for the return of the item you would like to exchange. You can purchase the new item at any time as a separate transaction.

COLLECTIONS
We do not offer a collections service for items you are returning. The collection of the goods does not imply an acceptance of their return. If you opt for a collections service, it is your responsibility to arrange this service with your chosen courier. All agreements are made between you and your courier. We are not responsible in the rare event that the courier damages, loses or fails to collect your goods.

FAULTY ITEM
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and whether you require a refund or a replacement. You must inform us within 14 days of receiving the goods. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. Upon receipt of your goods we will either refund after a thorough check of the item, replace or repair your item.

IF YOU RECEIVED AN INCORRECT ITEM
If you suspect that the item you received is not what you have ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. You must inform us within 14 days of receiving the goods. We will then advise on how to proceed with the return.

This returns policy does not affect your statutory rights.