FAQ

Orders & Shipping

How long does shipping take?

Australian orders are shipped via Aus Post Standard Shipping and typically arrive within 1–4 business days. All orders are dispatched within 1–2 business days of purchase.

Do you ship internationally?

Yes! We ship worldwide. International shipping rates are as follows:

  • New Zealand — $25
  • Asia Pacific — $30
  • Canada — $30
  • UK / Europe — $35
  • Rest of the World — $35

How do I track my order?

Once your order has been dispatched, you'll receive a confirmation email with your tracking details. If you haven't received this within 2 business days of ordering, please check your junk folder or contact us at isimocustomerservice@gmail.com.

Can I change or cancel my order?

We process orders quickly, so please contact us as soon as possible at isimocustomerservice@gmail.com if you need to make a change. We'll do our best to accommodate your request before dispatch.

Returns & Exchanges

What is your return policy?

We do not offer refunds for change of mind. If your item is found to be faulty, we are happy to provide a replacement once the original item has been returned to us in its original condition — unworn, unwashed, with all tags and packaging intact. For swimwear, the protective hygiene liner must remain in place.

How do I return a faulty item?

Contact us at isimocustomerservice@gmail.com with your order number and details of the fault. Once we have received and assessed the item, a replacement will be issued at no additional cost.

Are sale items eligible for return?

No — sale or clearance items, gift cards, and items marked "final sale" are not eligible for return or exchange.

Sizing & Fit

How do I find my size?

We recommend measuring your bust, waist, and hips and comparing against our Size Guide. Our models wear a size small.

Do your tops and bottoms run true to size?

Our pieces are designed to fit true to size. If you're between sizes, we recommend sizing up for a more comfortable fit. Feel free to reach out if you need help deciding.

Products & Care

How do I care for my ISIMO pieces?

All ISIMO pieces are crafted from soft, lightweight fabric. We recommend hand washing in cold water and laying flat to dry. Do not tumble dry or wring. This will keep your pieces looking beautiful wear after wear.

Why do colours look different in photos?

Screen colours can vary depending on your device settings. For the most accurate colour representation, check our Instagram @isimothelabel.

Why does my Dahlia piece have a different stripe placement?

Each Dahlia piece is individually crafted, meaning stripe placement will vary slightly from piece to piece. This is a natural result of the handcrafted process and makes each piece uniquely its own.

Getting in Touch

How do I contact ISIMO?

You can reach us at isimocustomerservice@gmail.com. We aim to respond to all enquiries within 1–2 business days.

Do you offer collaborations or PR opportunities?

Yes! We love connecting with like-minded creators. Visit our Join the Team page to find out more and submit your details for consideration.