To start a return, please use our returns portal at http://returns.collab.bar
You may exchange any product purchased from http://www.isaacbutterfield.shop by following the instructions below. This department operates Monday through Friday, 9 a.m. to 5 p.m. AEST.
All emails will be answered ASAP during business hours, excluding weekends and all major Australian holidays. We will respond to all messages, please be understanding if there is a slight delay during major product launches - we are getting to everyone in order of contact.
Return/Exchange Address:
Isaac Butterfield
P.O Box 67, 28-30 Bay Street
Southport, QLD, Australia 4215
We do not provide return labels unless your order was incorrect or damaged upon delivery. Please contact us for further information on returning if you received an incorrect or damaged order.
In the event you need to return a product, this must be completed within 30 days of your ORIGINAL delivery date.
We do not accept any returns or exchanges on items that have been washed, worn, or appear to have been damaged by the customer. Any defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Undergarments including bras, boxers, and other intimates are FINAL SALE and NOT eligible for return/exchange.
Please include a note in your return package with the following necessary information:
- Items you want exchanged or refunded
- Address to send shipment back to in the case of an exchange, if different then original shipping address
- Your order number (Example: IB0001).
- If possible, also include the original packing slip, which serves as your receipt.
We recommend all shipments sent back to our fulfilment centre are done so via a traceable carrier such as Australia Post, CouriersPlease, Sendle or DHL. We are not responsible for packages not received if sent via a non-traceable carrier*
- We do not accept C.O.D. parcel*
Shipping is NOT refundable.
Once your return shipment reaches our facility, our customer service team will contact you to confirm the return or exchange. If a return is requested, the customer service team member will process the refund for the full amount of the item and any applicable tax (MINUS SHIPPING FEES) back onto the original card used to purchase the product. The return/exchange process can take anywhere from 7-10 business days. At any time during that process our customer service team will be there to help answer questions.
For faster processing, updating refund information, or any other inquiry not listed here, please email merch@isaacbutterfield.com or using the chatbox in the lower right hand corner of the website.