Shipping & Refunds Information

You can access Isabella West's full Online Shop Terms and Conditions here.

You can also visit our FAQS page for further information.

Contact Us:



Part A       For When You Buy Products… 


(a) All prices are:

(i) per unit (except where indicated);

(ii) in Australian Dollars; and

(iii) subject to change prior to you completing an Order without notice.

(b) (Payment obligations) Unless otherwise agreed in writing, you must pay for all Products at the time of placing an Order.

(c) (GST) Unless otherwise indicated, amounts stated on the Website do not include GST. In relation to any GST payable for a taxable supply by Isabella West, you must pay the GST subject to Isabella West providing a tax invoice.

(d) (Card surcharges) Isabella West reserves the right to charge credit card surcharges in the event that payments are made using a credit, debit or charge card (including Visa, MasterCard or American Express).

(e) (Online payment partner) We may use third-party payment providers (Payment Providers) to collect payments for Products. The processing of payments by the Payment Provider will be, in addition to these terms, subject to the terms, conditions and privacy policies of the Payment Provider and we are not liable for the security or performance of the Payment Provider. We reserve the right to correct, or to instruct our Payment Provider to correct, any errors or mistakes in collecting your payment.

(f) (Pricing errors) In the event that we discover an error or inaccuracy in the price at which your order was purchased (including shipping prices), we will attempt to contact you and inform you of this as soon as possible. You will then have the option of purchasing your order at the correct price, or cancelling your order. If you choose to cancel your order and payment has already been debited, the full amount will be credited back to your original method of payment.


(a) (Processing Times) We will endeavour to process your Order within 24-48 hours of receipt of payment, however this processing period may be extended from time to time due to holiday periods, Product launches and re-stocks, limited edition releases and promotions. All Orders are processed and shipped on business days in Brisbane only.

(b) (Opening periods) Please note that we may close for short periods of time and will not be processing Orders during periods of closure (Closure Period). We will let you know via our Website the details of the relevant Closure Period.

(c) (Delivery Costs) Delivery costs will be added to the cart upon checkout. The prices displayed at checkout are inclusive of delivery to the address chosen by you.

(d) (Delivery Details) Isabella West may charge you for delivery at any time (notwithstanding that it may not have previously done so). Where prices are stated as inclusive of delivery:

(i) delivery is to the delivery point specifically accepted by Isabella West; and

(ii) we will deliver the Products to you in accordance with the shipping information displayed on our Website.

(e) (International Orders) Isabella West only offers delivery within Australia.

(f) (Liability) Claims for loss of or damage to Products in transit must be made against the carrier. We are not responsible for any loss or damage suffered to the Products in transit. 



We reserve the right to cancel your order for any reason, and will notify you of this as soon as possible. Where payment has already been debited, the full amount will be credited back to your original method of payment.


You may cancel your Order up to the time that we confirm your Order in writing to you. Once we confirm your Order, your Order is binding and cannot be changed by you. However, our refunds and exchanges process in clause 6.3 may apply.


(a) Due to the nature of the Products, we do not offer change of mind returns on Products or gift cards. This includes if you mistakenly purchase the wrong Product or gift card.

(b) We will provide a full refund of the price paid for a Product if we determine that:

(i) a Product you have ordered was not received by you solely due to failure by us;

(ii) a Product provided to you was not substantially the same as the Product you ordered as displayed on our Website (subject to reasonable variation as a result of screen display, colour and brightness, and image quality); or

(ii) a Product is faulty, in accordance with clause 6.3(c).

(c) (Faulty products) The following process applies to any Product you believe to be faulty.

(i) If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images).

(ii) If we determine that your Product may be faulty, we will request that you send the Product back to us at your cost within 14 days of our request for further inspection, including any manuals, documentation or registration shipped with the Product. We recommend sending products back via a tracked shipping service. We reserve the right to further inspection before deeming a Product faulty.

(iii) If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer's instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.

(iv) If we determine that the Product is faulty, you will be credited the full amount paid (including shipping costs) and you may request a refund, exchange or store credit. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.

(v) If you fail to comply with the provisions of this clause 6 in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.

(vi) Nothing in this clause 6 is intended to limit or otherwise affect the operation of any manufacturers' warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.

(d) Notwithstanding clause 6.3(c), if the Product you believe is faulty is disposable, personal hygiene items or intimates, we will request that you electronically send us evidence of the fault including photographs and videos. We will not request that you send the faulty Products back to us.

(e) Disposable, personal hygiene items or intimates includes (but is not limited to) feminine hygiene products, menstrual cups, tampons, pads, liners, reusable liners, period underwear, underwear, razors, blades, konjac sponges and facial pads.