FAQ
Ordering
Can I cancel my order?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.
Do I have to pay for delivery?
Please visit our Shipping Page for more information.
What payment methods do you accept?
We accept payment via Visa and Mastercard credit or debit cards, PayPal and Afterpay. If you would like to pay via bank transfer, please email hello@islalabel.com for assistance.
Do I have to pay customs or duties on my order?
Please check with your country's Customs on duties or taxes that may be payable by you. Customs duties or taxes are not payable by ISLA Label.
How do I use my discount code?
The discount code is entered at the second stage of the checkout process where you complete your name, contact details and address. If you are paying with PayPal, you need to complete your shipping and payment details with PayPal and then you will be redirected back to our site, where you will be able to enter the code. You will not be charged until you have had the chance to enter the discount code and the discount has been applied to the total of your order.
My discount code isn't working?
We have a minimum order value of $150 for the discount code to be applied. If you are purchasing an item under $150, unfortunately it won't make the minimum order value requirement. Please note only one discount code can be used on an order and the item(s) must not be on sale or part of an offer.
Shipping, Returns & Exchanges
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
How long will it take for my order to arrive?
WITHIN AUSTRALIA
Standard Shipping for metro areas, please allow 3-5 business days. For rural areas, please allow 4-7 business days.
Express Shipping for metro areas, please allow 2-3 business days. For rural areas, please allow 4-6 business days.
For more information or to view timeframes for other countries, please visit our Shipping Page
How do I return an item?
To submit a return you must read our Returns Policy here for the item(s) you are returning to ensure they meet our terms and conditions.
Once you have checked that your returns meets our criteria, please head to our return portal here.
You will have 30 days to return your order from date of delivery. Returns received outside of the 30 day period will not be accepted.
Please note ISLA Label does not cover return postage costs. Please read our Returns Policy before submitting your return.
What is your returns policy?
Please visit our Returns Policy Page for full details.
Do I need to sign for my delivery?
You may be required to sign for your delivery, depending on the shipping method you’ve selected and where you're based in the world. Please ensure you provide a delivery address that is attended during business hours.
Where's my order?
Once your parcel has been dispatched, you will be emailed tracking information and updates on the progress of your delivery by one of our carriers. If you need help tracking your delivery please email us at hello@islalabel.com. You can also refer to the delivery timeframes noted on the Shipping Page.
If you have Pre Ordered, please refer to the product page for the Pre Order shipment date. You can also email us at hello@islalabel.com. If the product(s) you Pre Ordered had a wait time of longer than 2 weeks, we will keep you updated with the status of your order so you can be rest assured it is on its way.
What do I do if my item is faulty?
All of our products are carefully checked for any faults before it is sent to you. If you happen to find a fault with your order you can return it within 14 days of delivery. More information on the conditions of returning a faulty product is listed on our Returns Policy here.
Product care instructions
Woven Picnic Rugs
Caring for your picnic rug is just like caring for any other blanket or throw - the more it's washed, the more the yarn softens. We recommend where possible, spot clean with cold, soapy water. If you need to wash it, cold machine wash on a delicate cycle only. Hang to air dry. Do not use harsh detergents. Do not use fabric softeners. Do not soak, machine wash, bleach, dry clean, tumble dry or iron. Avoid contact with suntan lotions and oils as they can mark with heavy use – wash immediately if your items come into contact. Avoid contact with rough surfaces to prevent pulls of the yarn. To remove dirt, shake outside rather than vacuum as it can damage the threads.
Canvas Picnic Rugs
Our canvas picnic rugs are made from 100% cotton canvas with a water resistant coating applied to the back and a UPF50+ coating applied to the front. It is important to read and follow the care instructions to maintain longevity. Spot clean with cold water immediately after spills. Do not machine wash or soak in water. Only store once dry / Do not tumble dry. Do not iron, dry clean or bleach.
Beach Umbrellas
Spot clean with cold, soapy water. Always leave to dry before storing your umbrella to prevent mould developing. Salt water and dirt should be cleaned immediately after use. Always pack your umbrella away after a day well spent. Store your umbrella in the carry bag provided and keep indoors. Fabric will fade slightly over time. A little bit of love and care goes a long way.
Beach Towels & Towelling Totes
Our beach towels and towelling tote bags are made from 100% cotton. You can expect a small amount of shrinkage from the length after the first wash. It is important to read and follow the care instructions to maintain longevity. Wash in 30° water. Wash separate for the first wash. Do not iron, dry clean or bleach.
Glassware
Our picnic and party glassware is made from premium borosilicate glass. Although they are heatproof and dishwasher safe, we recommend washing by hand due to their delicate nature.
General queries
Where are your products made?
All of our picnic and beach accessories are made in small factories in China.
If a size or product is unavailable, when it will it be back in stock?
Please email us at hello@islalabel.com with details of the item and we will let you know if more stock is coming. Alternatively you can enter your email on the product page for back in stock notifications.
How do I contact you?
Customer Support is available every day 9am-10pm Australian Eastern Standard Time. You can message us on live chat via our website. Alternatively you can email us at hello@islalabel.com and we will aim to respond within 24-48 hours.
Get in touch
Have questions about your order, or a general enquiry?