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FAQ's

  • Where's my order?
  • Will I be responsible for any customs charges?
  • How can I pay for my order?
  • Will I get an order confirmation?
  • Can I change my address?
  • What if my order is faulty or incorrect?
  • Can I cancel my order?
  • What if my order is lost?
  • When do you restock your products?

Where's my order?

Although we may pick, pack and dispatch your item on time and aim to have your items delivered within the time frames outlined on our website. Unfortunately, these services cannot be guaranteed as we are reliant on third party couriers to deliver your items. If you have an issue with your delivery, please contact the respective courier and provide them with your tracking information so they can look into this further. Please note, shipping charges will not be refunded in the event of a delay as they are in line with the charges we incur from our couriers. However, if your order hasn't been shipped at all, you can reach out to us via email at hello@islandglo.co with your tracking information and we will look into this for you.

Will I be responsible for any customs charges?

For shipments to the Republic of Ireland or internationally, customs charges might apply. Unfortunately, we can't predict these costs as they are decided by the carriers we use and laws based in that jurisdiction. However, where they are required to be paid, customers are responsible for any customs and/or import charges. We would advise to contact your local customs office for accurate information to avoid any delays in your item being shipped as well as any unexpected fees you might incur.

How can I pay for my order?

We accept a variety of payment methods including Credit/Debit Card, PayPal and Paypal Credit.

Will I get an order confirmation?

Once you have placed your order you can then expect a confirmation email shortly after. We would advise adding hello@islandglo.co to your contact list to ensure the email reaches your inbox. However, if you do not receive the confirmation email please check your Junk / Spam folder and if you’ve still not received it then contact us for assistance.

Can I change my address?

It is possible for you to change your address on the order you have placed but you will need to contact us immediately via email to give us the best chance of updating your order. If you contact us before our cut off time for orders we may still be able to find the order and amend the shipping label. We cannot guarantee being able to update address labels but we will always try our best with the time we have available. Any orders placed after our daily cut off time which require updates will be processed the following working day.

What if my order is faulty or incorrect?

We would ask for you to check all orders once you received them and should there be any issues you can follow the returns and refunds policy to address the matter. However, we do ask that you contact us within 48 hours of receiving your items to allow our customer service team to rectify the matter as we are unable to action any enquiries made after 48 hours of receiving the items.

Can I cancel my order?

Yes, provided the items have not already been picked, packed, shipping label added and dispatched to our courier you can cancel your order for a full refund. Once an item has been dispatched to our courier we are unable to cancel them and you would then be responsible for arranging the return of the item once its been received if you no longer wish to keep them. Customers are also responsible for any return and shipping costs.

What if my order is lost?

If your order is lost or delivered to the wrong address due to an error on our couriers part please contact us immediately via email at hello@islandglo.co. We will then open a claim with the courier for them to investigate the matter which can take 7 working days (excluding weekends and holidays). During this time we are unable to action or issue replacements or refunds.

When do you restock your products?

Although we cannot give exact time frames, we regularly restock our items to meet our customers needs. If you find an item is out of stock you can get in contact with us to find out when the item will be next available or a suitable alternative. We also provide news an updates to our email subscribers as well as via our social media channels so make sure you like, follow and subscribe to stay updated.

  • What' is the expected delivery time?
  • If there are items missing from my order, what do I do?
  • Do I have to pay customs charges?
  • How does your next day delivery service work?
  • What is the process for delivery disputes?
  • Can you deliver to PO Boxes?

What' is the expected delivery time?

For UK orders placed before our collection cut-off times we offer DPD next day delivery as standard. It is important to note that next day delivery is not guaranteed and during busy periods delays may occur. Orders being delivered to the Republic of Ireland and Northern Ireland take around two days from when they are dispatched to our courier. For any orders placed to be delivered internationally you can expect these to take around 1 to 2 weeks to be delivered.

If there are items missing from my order, what do I do?

Should you find any items missing from your order please contact us via email at hello@islandglo.co within 48 hours of receiving the order. You must include your Order ID, images of your packing list (or shipping invoice) and images of the items you have received so our customer service team can review footage to confirm your claims. 

Do I have to pay customs charges?

We are unable to provide information on customs charges as these charges are at the courier's discretion and under local laws. However, customers are responsible for any applicable customs charges that may be incurred. It would be advisable to contact your local customs office for accurate information in order to avoid unexpected fees and delays in delivery of your items.

How does your next day delivery service work?

UK orders (except ROI & NI) are dispatched for next day delivery if ordered before the daily cut off time. Any orders placed after this time are dispatched the following following working day(excluding weekends and holidays). Please note that next day delivery is not guaranteed and the shipping costs charged are based on what our couriers charge us. Therefore, shipping costs are not refunded due to delays which may occur. It is also worth noting that weekends, public holidays and bank holidays may affect shipping times.

What is the process for delivery disputes?

If we suspected fraudulent activity regarding your delivery, including but not limited to claims of non-receipt of items or suspected misuse of our returns and refund policy then we reserve the right to withhold refunds and block your account. If you believe there has been an error, you should contact us immediately via email to dispute the case. Disputes regarding delivery must be initiated within 5 days of receipt of your items. We may request evidence before issuing refunds or addressing delivery issues. However, the final decision by our courier on successful delivery to the correct address is conclusive and cannot be appealed.

Can you deliver to PO Boxes?

Unfortunately, we cannot deliver to PO boxes for any international orders and this is subject to the terms provided by our couriers.

  • What happens after my order has been returned?
  • What is your returns policy?
  • How do send back a faulty product?
  • Can I exchange an item?
  • Do you refund delivery charges?
  • How do I initiate a return?

What happens after my order has been returned?

Once we have received the items you have returned we will contact you to discuss the options available. Generally speaking, you will be able to choose to have the order resent to the original address or a full refund excluding any delivery costs. If your address needs updating, then we will be happy to amend these and ship the replacement items to the new address accordingly.

What is your returns policy?

We advise checking our returns policy page on the website as well as checking each product page as some may not qualify for a return due to hygiene and safety reasons. It would be advisable to contact us before making a purchase if you are unsure whether a product is eligible for a return or not so our customer service team can assist you in making your decision. It is important to note that customers are responsible for any returns and shipping costs. Once an item is returned and received by us we will inspect them to make sure they are not used and unopened. A refund minus the delivery costs will then be issued to you.

How do send back a faulty product?

If you have received a faulty product then contact us via email within 48 hours of the delivery. Please ensure you include photographic evidence of the fault, your Order and images of your packing list (or shipping invoice). We may request for you to to return the items to us if this needs to be investigated further. Any return and/or shipping costs are the responsibility of the customer.

Can I exchange an item?

We only offer exchanges on specific products so if you would like to know whether the item you would like to purchase can be exchanged it would be advisable to contact us via email at hello@islandglo.co to discuss this further before you place your order. However, the customer is responsible for any return and shipping costs that they would like to exchange as well as differences in the price of the items should this be higher than the cost of the item you purchased.

Do you refund delivery charges?

Unfortunately, we do not refund delivery or return charges for any orders.

How do I initiate a return?

You can contact us via email within 48 hours of receiving your order to start the returns or exchange process.

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