Frequently Asked Questions
How do I know what size to order?
We strongly advise all customers to follow the size guide provided before purchasing from Isla Giovanna. If you are in-between sizes we recommend you size up (unless stated otherwise). Each product on our website has the product measurements as well as the size the model is wearing which you may refer to as a guide. If you are still unsure please contact us at contact@islagiovanna.com.
I received my item but it does not fit. What should I do?
We encourage our customers to view our size guide where all the measurement details for our products can be found. However in the event of an item not fitting correctly, we currently offer an exchange policy only (excludes swimwear). We do not offer refunds and can only exchange products subject to size availability so please choose carefully when placing an order. Please refer to our Exchange Policy for further details.
Swimwear: for hygiene reasons we cannot accept returns or exchanges on swimwear. You’ll be notified when purchasing if an item is non-returnable.
Has my order been placed successfully and can I track it?
After you’ve placed an order with us you will be sent a confirmation email saying your order has been processed. Once your order has been dispatched you will receive another email which will contain your tracking ID to follow up your parcel. All Isla Giovanna orders are dispatched using Royal Mail Tracked & Signed for delivery service which requires a signature upon arrival. Please allow 1-3 days for processing on all orders unless stated otherwise.
Can I cancel/adjust my order?
We only accept cancellation or adjustment requests within 1 hour of placing an order. This is due to our packing and delivery process. After this time we will not be able to honour any cancellation or adjustment requests. The request must be emailed to contact@islagiovanna.com and must contain your full name and order number to be accepted, without this information your request will not be permitted.
I entered the incorrect address. What should I do?
Please contact us immediately at contact@islagiovanna.com if you entered information incorrectly. If your order has not been shipped yet, we will update it. However you are responsible for your order if you enter the incorrect shipping address. Isla Giovanna are not responsible for lost, stolen or damaged packages during shipping. Please contact Royal Mail's customer service department with your tracking number.
What if I receive an incorrect item?
In the rare event that you receive an incorrect item, we will send you a return label. Once we have received the return we will send out the correct product at no additional cost.
I have placed a pre-order for an item, when will it ship?
Pre-ordered items are estimated to ship between 3-4 weeks but can take up to 6 weeks. Your order will be shipped as soon as the pre-ordered items become available and your tracking ID will be provided to your email.
Why hasn’t my order arrived yet?
We apologise if there has been a delay in you receiving your order. In the event where the ETA has passed for your chosen delivery option and you have still not received your package, please contact Royal Mail's customer service department with your tracking number where they will assist you. For additional information on estimated delivery times, please visit our Shipping page. If you still require further assistance you can email us at contact@islagiovanna.com where a member of our team will be happy to help.
Unfortunately we are unable to intervene throughout the delivery process, but please be patient and your item will be delivered by the carrier once it has cleared. If you suspect there may be an issue with your shipment please contact the carrier directly with your tracking ID.
What happens if I miss my order?
When Isla Giovanna orders are delivered, they must be signed for. In the event of a missed delivery attempt, Royal Mail will leave a card at your address and your item will be sent to your local depot office where you will be given a time frame to collect your package. Please ensure you enter the correct e-mail address and phone number when placing an order to receive email and text notifications throughout your parcel’s journey.