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FAQs

Our philosophy is simple, Isla Cruz aims to provide our clients with luxury womenswear created to an exceptional standard.

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I create an account?

Please click on ‘Login/Register’, followed by ‘Create An Account’, and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add them to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart.

You will be able to add the items as long as they are available. There could be an instance where the item is in someone else’s shopping cart, hence the status of the items being reflected as ‘Temporarily Unavailable’.

1.5 How do I pay for my orders?

We accept payments via PayPal and all major credit and debit cards such as Mastercard, VISA, and American Express. All items are priced in GBP (£) sterling.

     

1.6 Can I amend or cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your order efficiently and to minimise errors. It is advisable to check your order before placing it.

1.7 I have a discount code; how can I use it?

Key the voucher code in the field ‘Voucher Code’ and click ‘Add’ in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during checkout. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement email from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and the billing and delivery address is verified. Alternatively, you may check the status of your order in ‘My Account’ if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on GMT. If you have purchased more than one item, we will endeavour to ship all items together.

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 5 working days, and the Express courier is approximately 3 working days from the time of placing your order. This is applicable only to UK deliveries. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure that you provide the correct shipping address at the time of placing your order.

2.4 There is a missing item in my order; what should I do?

We apologise for sending you an incomplete order. Please contact our Sales Team at sales@isla-cruz.com and we will get back to you as soon as we can.

2.5 I’ve received a defective item; what should I do?

We apologise if you have received a defective item from us. Please contact our Sales Team at sales@isla-cruz.com with a snapshot of the product and we will get back to you as soon as we can.

2.6 I’ve received an incorrect item; what should I do?

We apologise for sending you the wrong item. Please contact our Sales Team at sales@isla-cruz.com and we will get back to you as soon as we can.

2.7 I’ve purchased the wrong size or color.

You can refer to our Returns & Exchanges policy here.

2.8 I have not received my parcel; what should I do?

Kindly drop an email to our Sales Team at sales@isla-cruz.com if you have not received your parcel after 10 working days, and we will assist you accordingly.

2.9 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may drop us an email at sales@isla-cruz.com and we will assist you further.