May we help you?
In this section you can find answers to the most asked questions
Payments
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:
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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.
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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.
Returns
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.
Products:
Who are ISLA customers?
ISLA works B2B, with Clinics, professionals, medical aesthetics companies, and wholesalers. If you are a private person, unfortunately you cannot order from our store
Are the products sold on ISLA authentic?
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.
What is the shelf life of the products?
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.
How ISLA deals with recalls/falsified products?
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.
Account:
Do we need to create an account to make a purchase?
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.
Why do I need to wait for my account to be approved?
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.
Ordering:
Can I add products to an existing order?
Yes, you can add products to the existing order before it is shipped, even if you’ve already received your confirmation order.
Can I remove products from an existing order?
Yes, you can remove products from the existing order before payment.
Can the products be returned or exchanged?
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.
Is there a minimum order quantity?
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:
What currency are the displayed prices in?
All prices on the website are displayed in EURO.
What payment methods do you accept?
Most regular payments are accepted. We accept bank transfers, credit cards, and AMEX (+3% transfer fees).
Are there discounts for large quantities ordered?
Yes, for large purchase quantities discounts are available. The discount will depend on the size of the order.
When will the money be withdrawn?
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:
What courier company is used for shipping?
All the orders are shipped with DHL Express.
Can I track the order?
Yes. Once the order has been shipped, we will send you the order tracking number.
Is the package insured?
For wholesalers all is EXW (Ex Works), so the insurance is on the buyer. For retailers, the DAP (Deliver-At-Place).
What are the order delivery times?
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.
Which countries does ISLA ship to?
Isla ships worldwide.
Can the products be picked up at the warehouse?
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.
