Returns & Exchanges

At Isla Essentials, we want every order to arrive safely and in excellent condition. Please review our policy below before placing your order.

1. Damaged, Defective, or Incorrect Items

If your order arrives:

Damaged during delivery
Defective or leaking
Missing an item
Different from the product you ordered
With a product that does not conform to your confirmed order

please contact us within 48 hours of delivery.

For damaged or incorrect orders, please provide:

Your order number
Clear photos of the item and packaging
A photo or video showing the issue
Photos of the shipping parcel and shipping label

We may request additional information to assess the issue.

If the product is confirmed to be defective, damaged, or incorrectly supplied, Isla Essentials will provide an appropriate remedy, which may include replacement or refund, in accordance with applicable Philippine consumer laws.

2. Change of Mind

We do not accept returns or exchanges simply because you:

Changed your mind
Ordered the wrong variant
Selected the wrong scent
Selected the wrong size
No longer want the product

unless otherwise required by applicable law or expressly approved by Isla Essentials.

Please carefully review your order before completing checkout.

3. Opened or Used Products

For hygiene, safety, and product-quality reasons, we generally cannot accept returns or exchanges of skincare, body care, hair care, cosmetics, or other personal-care products that have been opened, used, tampered with, or altered.

This does not limit your rights regarding products that are defective, damaged, unsafe, or otherwise fail to conform to the order.

4. Products Damaged Due to Customer Handling

Returns or exchanges may not be approved when damage or product deterioration results from improper handling, storage, misuse, alteration, or failure to follow the product's instructions.

5. Return Shipping

If an item is confirmed to be defective, damaged, or incorrectly supplied by Isla Essentials, we will coordinate the appropriate return or replacement process and handle applicable return costs as required.

For returns that are not caused by a defect or error on our part, return shipping may be the customer's responsibility where a return has been expressly approved.

6. Refunds

When a refund is approved, the refund will be processed using the applicable payment method or another agreed method.

Processing time may vary depending on the payment provider, bank, e-wallet, or marketplace used for the transaction.

7. Exchanges

Approved exchanges are subject to product availability.

If the requested replacement is unavailable, Isla Essentials may provide another appropriate remedy, including a refund where applicable.

8. Unclaimed or Incorrectly Addressed Orders

Customers are responsible for providing a complete and accurate delivery address and contact information.

Orders returned to Isla Essentials because of an incorrect address, incomplete address, refusal to receive the parcel, or failure to claim the parcel may require additional shipping charges for re-delivery.

9. Order Cancellation

Please contact us as soon as possible if you need to cancel an order.

Once an order has been processed, packed, shipped, or handed to the courier, cancellation may no longer be possible. Online consumer cancellation rights and applicable exceptions under Philippine law will continue to apply.