Everything in our shop is handmade by Isabelle and her family, and every penny goes towards Isabelle’s 2028 expedition to Ecuador and the Galápagos Islands. If something isn’t right, please email shop@isabellesecuadorgalapagosexpedition.co.uk and we’ll put it right.
Handmade items
Because each item is made by hand, colours, sizes and finishes can vary slightly from the photos and from one item to the next. That’s part of what makes them special and isn’t counted as a fault.
Changed your mind?
- You can cancel your order within 14 days of receiving it. Just email us within that time to let us know.
- Please send the item back unused and in its original condition within 14 days of telling us. Return postage is paid by you.
- We’ll refund the price of the item and the standard postage you paid within 14 days of receiving it back.
Things we can’t take back
Unless they are faulty, we can’t accept returns of items made especially for you, such as personalised Santa letters, or items made to your own design or wording.
Faulty or damaged items
If something arrives damaged or faulty, please email us with a photo within 30 days of receiving it and we’ll replace it or give you a full refund, including postage. This doesn’t affect your legal rights.
Santa letters
- Each letter is personalised for your child, so we can’t refund a letter once we’ve started making it.
- We write the details exactly as you enter them on the order form, so please check spelling carefully. If we make a mistake, we’ll remake the letter free of charge.
- If you need to cancel before we start making your letter, email us as soon as possible and we’ll refund you in full.
- If for any reason we can’t make or deliver your letter, we’ll refund you in full.
Sponsorships
We can refund a sponsorship in full until your logo has been printed on Isabelle’s T-shirt. Once it’s printed, we’re unable to offer a refund.
Donations
Donations made through GoFundMe are handled by GoFundMe and are covered by its own refund policy.
How refunds are paid
Refunds are paid back through PayPal to the account or card you paid with. Please allow a few working days for it to reach you once we’ve processed it.
Contact us
Email shop@isabellesecuadorgalapagosexpedition.co.uk with your order number and we’ll get back to you as soon as we can.