May we help you?

In this section you can find answers to the most asked questions


Please note: the payment for the purchase doesn’t happen the moment you place the order. Once we check and confirm the order, the payment will be charged, and you’ll receive a confirmation order.

ISLA Medical currently accepts 2 payment methods:

  • Bank transfers - We accept bank transfers as a payment method. The bank transfer fee should be paid by the customer. The transfer process can take up to 3 business days. Once the money appears in our bank account, we’ll proceed with order confirmation and shipping.
  • Credit cards Payments through Visa, Master, and Maestro cards are accepted. AMEX cards are also accepted for payment. However please note there is a +3% fee that should be covered by the customer.

Unfortunately, we do not work with PayPal.

The payment platform doesn’t transfer payments for medical supplies, such as fillers or microcannulas. Because of this, unfortunately, we don’t offer an option to pay through PayPal.

Refund Policy:

You can request a refund within three days of receiving your order if:

  • There are well-documented defects in the products.
  • The products have been received incorrectly.

We will refund you the original cost of the product. The shipping fee, taxes, or any other expenses will not be refunded. Once you’ve returned the products and we’ve received them at our warehouse, the refunded money will be sent to the payment method used for the purchase. Depending on your bank, the money will arrive in your account in up to 29 days. For alternative solutions (price reduction, replacement of damaged goods) check our Terms and Conditions

Shipping and Delivery

Customer satisfaction is our priority, and we do our best to ensure that the shipping and delivery process goes as smoothly as possible. We work closely with DHL to ensure that all orders are delivered on time and safely.

Tracking Number

You want to be in the know about the whereabouts of your order, and we know that. Once your order has been sent, we’ll send you a tracking number to follow the delivery process.

Delivery Times

The average delivery time of the orders is around 10-14 days, depending on your location and purchase volume.

Shipment Problems

We will be happy to help you resolve any shipment issues you may have.

  • If your parcel has been lost, please contact the courier for clarification. ISLA Medical will be in touch with you at all times to help you find a solution.
  • You are responsible for any taxes connected to your order. If the order has been detained in customs, you’ll need to contact the local authorities yourself to resolve the issue.
  • If the parcel is sent back because of issues at customs, we will issue a refund of the payment minus the shipping cost once it reaches our warehouse.


You can return the goods within 3 days of receiving them if:

  • You have found well-documented defects in the products.
  • You have received incorrect products.

In this case, you can request a refund and ship the products to our warehouse. Please contact us via email to learn more about the shipment details for each product. For more information, please refer to the Payments page or Terms and Conditions.


ISLA works B2B, with Clinics, professionals, medical aesthetics companies, and wholesalers. If you are a private person, unfortunately you cannot order from our store

All products sold on ISLA are purchased from official sources, ISO and/or CE certified when applicable, and 100% authentic.
We only sell original products purchased from official sources in European countries, South Korea and the US.

We guarantee a minimum of 12 months shelf life for the products sold in our store, most of the time, it is significantly longer.
In case the shelf life of the desired product is shorter than 12 months, we will ask for your approval and offer a discount.

In case of recalls ISLA will notify the customer immediately, and will provide them with instructions on how to return the product. More detailed information is available in our Terms and Conditions.
As we always purchase from official sources Falsified products cannot reach our stocks.


Yes. If you want to purchase from ISLA, you need to apply for an account creation on the website. We will then validate your account if it meets our customer criteria.
Our team is available and happy to assist you throughout the account creation process.

Once you create the account and provide all the necessary information, ISLA’s team will take a day or two to check the information provided and confirm the account.
As a company selling professional aesthetic medicine products, we have a responsibility to ensure that our products are used only by certified businesses and wholesalers.


Yes, you can add products to the existing order before it is shipped, even if you’ve already received your confirmation order.

Yes, you can remove products from the existing order before payment.

The products can be returned or exchanged if there is a valid reason to do so (product damage, short expiry etc..). More information on return and exchange can be found in our Terms and Conditions.

Yes, there are minimal order quantities.
For retail, minimal order is 40 pcs.
For wholesale, the minimum order should be 10,000 Euros.

Price and Payment:

All prices on the website are displayed in EURO.

Most regular payments are accepted. We accept bank transfers, credit cards, and AMEX (+3% transfer fees).

Yes, for large purchase quantities discounts are available. The discount will depend on the size of the order.

The payment will be withdrawn from the indicated payment method once the order was checked to ensure all the ordered products are available. Once the payment has been made, you’ll receive a Confirmation Order.

Shipping and Delivery:

All the orders are shipped with DHL Express.

Yes. Once the order has been shipped, we will send you the order tracking number.

For wholesalers all is EXW (Ex Works), so the insurance is on the buyer. For retailers, the DAP (Deliver-At-Place).

The order delivery time may vary depending on the order size, and destination but the average delivery time is 48 to 72 hours.
Detailed information on delivery delays and their remedies is available in Terms and Conditions.

Isla ships worldwide.

No, the products cannot be picked at the warehouse. All the orders, irrespective of the order location, will be delivered to the customer.

How can we help you ?

If you have any questions or inquiries, contact us via this form or send us an email or Send us your inquiries through this form, write an email, or send us a message on WhatsApp . We'll get back to you in 48 hours.

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