M-F 9:00 am – 2:00 pm AST
The quality of our merchandise and the accurate description of it in the catalog and on the website are important aspects of the way we do business at Isla and IslaOnline. However, we know that sometimes an item will not be exactly what you wanted.
Please return merchandise in its original condition within 45 days from the purchase date. For CDs and DVDs, items must be in their original packaging and unopened. If you do not like an item or if you ordered an item by mistake, you will pay for the return shipping. If the package is valuable we suggest that you insure the return. We do not refund shipping charges.
We always prefer that you contact us to discuss a return, before putting it in the mail, especially if you believe it is defective or damaged. You can contact us by telephone or by email. We attempt to answer all contacts before the close of the next business day.
Exceptions to this policy are for merchandise that is defective or damaged in transit.
Damaged or Defective Items
If you receive an item that is defective or damaged, we ask that you contact us by telephone or email first. Not all damaged and defective items need to be returned to us. We prefer to simply replace an item that we cannot resell. This means you do not need to go to the trouble of packaging it up and getting to a post office to mail it. We can handle replacements right over the telephone or via email. We try to answer all contacts before the end of the following business day.
We may ask you to return an item of greater value if we can return it to the supplier or have it repaired. In this case we will pay your return shipping costs. If you chose to replace the item, the replacement will be sent without any additional cost. If you do not select a replacement item, we will refund the original cost of the merchandise and the original shipping cost.
Though we try very hard to send each and every order out exactly as you order it, we do make mistakes. We take the financial responsibility for items that were shipped incorrectly. Again, please call us to discuss before returning an item. Not all items need to be returned to us. If we ask you to send the item back to us, we will reimburse you for the return shipping charge. If you received the wrong item, we will send the correct item at no additional cost to you, or you may cancel that item from the order and receive a refund.