Refunds & Returns for Online purchases

We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if the item has a major problem.
This is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it.
  • Is unsafe
  • Is significantly different from the sample or description.
  • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time.
If not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase – e.g., your receipt.

  • Refunds are processed using the original payment method, and can take up to 10 working days to process.
  • Unfortunately, postage and freight charges are non-refundable for change of mind.
  • If you are entitled to a refund but would prefer to exchange or receive a gift card of equivalent value, ISHKA is happy to do this for you.

 

RETURNS FAQs

  • When will I receive my refund?
  • The time it takes to receive your refund will depend on how you sent your item back to us.
  • Returns sent via standard post can take 2-7 business days; express post can take 1-2 days.
  • Once your returned items are received, your request will be processed and refunded within 10 business days.
  • How will I receive my refund?
  • Refunds are processed using the original payment method, and can take up to 10 working days to process. Keep an eye out for email notifications - we'll keep you updated along the way!

 

  • Will my refund include the shipping fees I paid?
  • Refunds for online orders only cover the amount paid for the purchased item/s. Unfortunately shipping fees are excluded unless otherwise stated.
     
  • Can I exchange an item?
  • Yes - feel free to exchange your item in store within 14 days, along with proof of purchase.
  • Can I choose to exchange or receive a gift card, in place of a refund?
  • If you are entitled to a refund but would prefer to exchange or receive a gift card of equivalent value, ISHKA is happy to do this for you.

 

  • Can I return a gift voucher?
  • Unfortunately, ISHKA gift vouchers cannot be returned, refunded or redeemed for cash.

 

  • Can I return an item I purchased with a gift voucher?
  • Items being returned with a gift voucher can be exchanged within 14 days of purchase.

 

  • HELP!

 

  • I have been sent the wrong item. What should I do?
  • Please email us with your order number, contact details and a photo/description of the product received. We will investigate the issue and contact you as quickly as possible. Please be sure to contact us before returning any items.

 

  • The item I purchased in-store is damaged or faulty. What should I do?
  • Faulty items should be returned to an ISHKA store or online with proof of purchase, within a reasonable period of time.
  • ISHKA reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund.

 

  • I have received a damaged or faulty item in my order.
  • Please email us with your order number, contact details and a photo/description of the product fault within 14 days of receiving your order. We will investigate the issue, and our friendly Customer Service team will contact you as soon as possible.

 

  • How do I track my returned item?
  • If you wish to track your returned item, we recommend purchasing parcel tracking.
  • Returned items remain your responsibility until they are receipted by us.

 

  • How will I know if you have received my returned items?
  • Please allow 2-3 weeks for us to receive your returned items and process your refund. Once processed, refunds can take 3-5 business days to reach your account.

 

  • If you have returned your order using a tracked delivery service, please make sure your order has reached us before contacting our Customer Service team.

 

  • Is postage for returns free?
  • If you wish to return an item via post, you will also need to cover any postage costs. However, if your item is deemed damaged or faulty, we will provide return postage.  Don't forget, you can return your order in store for free!

We’re a friendly bunch here at ISHKA and are always happy to help wherever we can. For further information, you can review our Returns & Refund policy or Contact Us.