Frequently Asked Questions (FAQs)

1. What products do you sell?

We offer a range of different bags and drink bottles designed to complement your lifestyle. Our products provide you with both functionality and fashion, whether you’re heading to work, hitting the gym, or running errands.

2. What shipping options are available?

We offer standard shipping to Australia and New Zealand. This is our most affordable option and ensures your products will reach you in a timely manner. We also offer express shipping for faster delivery, so you can enjoy your items even sooner.

3. How long will it take for my order to arrive?

• Standard shipping within Australia typically takes between 5 to 7 business days, depending on your location.
• Express shipping is faster, usually arriving in 1 to 3 business days.

Please note that during peak times, such as holidays, shipping may take a little longer.

4. Can I track my order?

Yes! Once your order has been shipped, you will receive an email with a tracking number so you can monitor your package's journey to your doorstep.

5. Do you ship internationally?

At the moment, we currently ship within Australia and to New Zealand. We hope to expand our services further internationally in the future, so stay tuned!

6.  My item is damaged, what can i do?

If your item has arrived and it is damaged, please contact us via email hello@islamae.com.au with images of your item to be reviewed. We will aim to provide you with a refund as soon as possible.

7.  What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you're not happy, we offer returns within 30 days of receiving your item. Simply reach out to our customer service team, and we'll guide you through the process.

• Items must be returned in unused and original condition with all tags attached.
• Returns are processed once we receive the items back, and you will be refunded to your original payment method, if we deem the return suitable.

8. How do I make a return?

To return an item, simply contact our customer service team at hello@islamae.com.au. Please provide your order number and reason for return. We will assist you with the next steps and ensure the process is smooth.

9. Can I exchange an item?

Unfortunately, we are unable to exchange items.

10. How can I contact customer service?

If you have any questions, concerns, or need assistance, our customer service team is here to help! You can reach us via email at hello@islamae.com.au.

11. What areas do you service within Australia?

We ship all of our products Australia wide. This includes New South Wales, Victoria, Queensland, South Australia, Western Australia, Tasmania, Northern Territory and Australian Capital Territory.

12. Where is your business located?

ISLA MAE is located in Sydney, Australia.