FAQ

Forget the extra fees. We take care of all shipping and taxes, so you can simply focus on the excitement of your new arrivals.

To maintain a sustainable global supply chain, returns are only accepted for manufacturing defects. Size and color preferences are not eligible for return due to the nature of overseas shipping. We appreciate a thoughtful approach to your shopping experience.

Please check your spam or junk folder, as automated emails can sometimes be filtered by service providers. If it is not found there, please ensure the email address provided during checkout was entered correctly.

You may also view your real-time order status directly within your account dashboard.

If the confirmation remains missing, please contact us at contact@islarunes.com with the following information:

1. The email address used for the order
2. Your full name

We will verify your order details and provide further assistance as soon as possible.

Occasionally, tracking statuses may be updated to "Delivered" slightly before the actual arrival. We recommend the following steps:

1. Wait 1–2 business days, as carriers may sometimes mark a package as delivered in advance.
2. Check with family members or neighbors, and inspect common areas or secure locations around your property where the package might have been placed.

If the package remains missing after these steps, please contact us immediately at contact@islarunes.com with the following details for a formal investigation:

• Your full name
• Order number
• Tracking number
• Delivery address
• Name of the missing item(s)

We will coordinate with the carrier to track your shipment and provide a resolution as promptly as possible.

As part of the ISLA all-inclusive delivery service, all applicable import taxes and customs duties are fully covered by the brand. Clients are not required to make any additional payments to receive their order.

In the event of a request for payment or documentation from customs authorities, please do not proceed independently. Instead, notify the ISLA concierge immediately at contact@islarunes.com with the following details:

• A digital copy or photograph of the customs notice
• The order number
• The tracking number

ISLA will coordinate directly with our global logistics partners to resolve the matter and ensure delivery is completed without further delay.

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.