FAQ
We welcome you to our website: www.officialislandgirl.com. ISLAND GIRL is a trademark of # TAG MARKET e.U.
Our E-Shop runs through our partner-site Big Cartel with its individual domain shop.officialislandgirl.com
ORDERING
1. How can I make an order?
There are two ways to make an order:
Through our E-shop: you will be able to purchase any of our products easily and we ensure the security of payment for both payment methods: credit card or PayPal system.
By email: you can send us a mail at [email protected] indicating the reference of the product, the quantity you would like to buy and your shipping and billing details if you want an invoice. Payment will be via bank-transfer only.
2. How will I know that my order has been received?
When finalizing the order, a message will appear on your screen indicating that your order has been sent correctly to ISLAND GIRL. You will soon receive an email confirmation for your purchase at the email address indicated.
3. What can I do if I don’t receive the order confirmation email?
If you don’t receive our confirmation order email, you can write us at [email protected] giving us your name and details of purchase, we will inform you if your order has been received or not.
4. Is it possible to make changes or cancellations after my order has been confirmed?
All changes and cancellations are possible without any additional costs until the payment confirmation. Once the payment has been done and you have received our email confirmation, please contact us at [email protected] to know if your order has been sent. If not, we can still cancel or modify your order; if your order has been shipped, please refer to the “returns and refund” section.
OUR COLLECTION
1. ISLAND GIRL collections
We are launching two collections per year in September (F/W) and in January (S/S). If a product from a past collection is not on our E-shop, don’t hesitate to ask us by email at: [email protected], we might still have some pieces left in stock.
2. ISLAND GIRL’S basic collection
We will have our basic collection with our all time favourites available throughout the year. Depending on the present vogue, we will add or discontinue some styles. If a product from the basic collection is not on out E-shop, don’t hesitate to question us by email at: [email protected], we might still have some pieces left in stock.
3. A product is out of stock will it appear again?
If a product is out of stock and we are expecting to restock it, a message will appear in the page of the product indicating when it will be back in stock. You will also be able to pre-order the product via email [email protected].
SELF-PICK UP
1. If you are in the Vienna (Austria) region and you want to save on shipping costs, please send us an email with your order, no shipping cost will be calculated on your email order if you pick up the item at our stockist’s location below.
2. Make sure to enter the code “PICKUPVIENNA” during check-out via our E-shop to save local shipping cost.
We will notify you via email, once your product is available for self-pickup at our stockist below: We will notify you via email, once your product is available for self-pickup at our stockist below:
Silvia Gattin / Bomex Handelsges.mbH
Hollandstraße 9
1020 Vienna
Austria
Tel: +43 1 5334460
Opening Hours:
Tuesday - Friday 11:00 - 19:00
Saturday 10:00 - 15:00
Closed on Sunday, Monday and public holidays
DELIVERY
1. What are the shipping costs?
Shipping costs are calculated automatically in our E-shop depending on your order and location.
2. How long will it take to send my order?
Generally, all the orders will be prepared and dispatched the working day after receiving the order. We commit to send each order in a maximum of 2-3 working days after receiving it.
Orders placed during the weekend will be processed on the following Monday and all the orders placed during bank holidays will be processed the next working day.
3. How long does it take for my order to arrive?
The delivery time depends on your location.
AUSTRIA:
Delivery times in Austria depends on the drop-off time:
24h – 48h (working days)
All the shipments in Austria are processed by Hermes Europe GmbH and Österreichische Post Aktiengesellschaft (Austrian Postal Service)/EMS.
EUROPE:
The delivery time for a shipment within the European Union is 2 to 5 working days.
All the shipments in Europe are processed by Hermes Europe GmbH or Österreichische Post Aktiengesellschaft (Austrian Postal Service)/EMS.
INTERNATIONAL:
The delivery time for a shipment outside the European Union is 4 to 8 working days. All the shipments outside the European Union are processed by Österreichische Post AG (Austrian Postal Service)/EMS.
*Please note that we are not in charge of the custom’s rates (additional taxes) and other fees. You can refer to your country’s local custom authority website for the latest update on rates.
We are not eligible of any late delivery times due to natural disaster, wars, riots or anything uncontrollable by the independent civilians in country of origin or country of delivery.
4. How can I track my delivery?
Once your order has been shipped by our warehouse, you will receive an email to confirm that your package has been sent. This email will include a summary of your order as well as your Hermes GmbH or Österreichische Post AG/EMS tracking number, which you can use to track your parcel until it arrives.
For this, you only have to go to the Hermes Europe GmbH (https://www.myhermes.at/privatkunden/sendung-verfolgen/sendungsstatus-abfragen.html)
or Österreichische Post AG/EMS website (https://www.post.at/en/track_trace.php/index?gclid=EAIaIQobChMI9PK1_Z6h2wIVF_hRCh0IqA6OEAAYASAAEgKAn_D_BwE)
and enter your tracking number in the related box to track your parcel.
If you want more information or if you want to organise the delivery to the day that suits you best, please contact them directly.
RETURNS AND REFUNDS
1. How to change a product?
You can change a product within 14 days of receiving your parcel. To proceed, please always notify us at [email protected] indicating the product you wish to change and the reason why you want to change it.
Any change will only be accepted when the item is in perfect condition with its original packaging. Please send the products you want to change to the address below:
AUSTRIA and EU:
TAG MARKET e.U.
(Inh. D.Lewis)
Lichtentalergasse 16-18/1/25
1090 Vienna
Austria
INTERNATIONAL:
We recommend you to send the package with a tracking number to avoid any lost in transit.
Any exchange for a different item will generate new shipping costs that will be at your charge.
We do make an exception for goods, that have been delivered in a damaged condition via delivery process through the delivery company (postal service), or broke in-between the 14 days of receiving your parcel - in these cases, new shipping costs are complimentary by ISLAND GIRL for your exchange product.
2. How to return a product?
You can return a product within 14 days of receiving your parcel. To proceed, please send us an email at [email protected] indicating the product you want to return and the reason why you want to return it.
Any refund will only be accepted when the item is in perfect condition with its original packaging. Please send the products you want to return to the address below:
TAG MARKET e.U.
(Inh. D.Lewis)
Lichtentalergasse 16-18/1/25
1090 Vienna
Austria
We recommend you to send the package with tracking number to avoid any lost in the transit.
Once we receive your parcel and ensure the product is in good condition, we will refund you the money of the product through the same payment method you used (except shipping cost).
We do make an exception for goods, that have been delivered in a damaged condition via delivery process through the delivery company (postal service), or broke in-between the 14 days of receiving your parcel - in these cases, return shipping costs are complimentary by ISLAND GIRL, if you wish to return item(s).
Please download the RMA form (Return Merchandise Application) and fill out all the necessary information related to your exchange or return and send it with your parcel.
Please note that we do not offer refunds for customised and made-to-measure ISLAND GIRL products or sale items unless the item is damaged.
PAYMENTS
1. What are the different payment methods?
We have three different payment possibilities, depending on how you choose to make your order:
- Credit card payment: we accept all major credit cards via PayPal.
- PayPal.
- Bank-transfer if you choose to make your order by email.
If you have a problem when doing the payment in our E-shop, please contact us at [email protected].
2. Is my payment secure?
All our payment methods are totally secure. After making a payment on our E-shop, your bank details will be completely encrypted and protected by the secure system SSL connection by our E-shop partner Big Cartel. Your data is protected from unauthorised propagation on the internet.
OTHER
1. Does ISLAND GIRL make personalised products?
We can create a special design for your event (wedding, birthdays, graduation, bachelor-, bachelorette parties etc.).
If you are interested don’t hesitate to contact us at [email protected].
Make sure to download AND fill out this form and send it to us with your email.
(download link)
Please note that we do not offer refunds for customised ISLAND GIRL items or sale items unless the product is damaged.
2. How to contact us?
If you have any question you can contact us at [email protected]. We are available from Monday throughout Friday on working days (except bank-holidays).
3. Do you have a privacy policy?
3.1. We have a strict privacy policy and any information provided to us by our clients is secure from third parties. Email addresses will only be used by ISLAND GIRL
(TAG MARKET e.U.) to communicate news and promotions concerning the brand.
3.2. We use Cookies to analyze user activity in order to improve the Website. Therefor we can look at aggregate patterns like the average number of product searches that users perform. We can use such analysis to gain insights about how to improve the functionality and experience of the website.
4. Social Plugins
Social plugins, i.e. Instagram, Facebook, can be used, this may evaluate your visit. If you do not want to share this information, please log out Facebook before your visit. For further information please visit Facebook-Datenschutzrichtlinien
5. Press & Collaboration?
5.1. For all press related reasons, please contact us at [email protected]
5.2. For collaboration purposes you can contact us at [email protected]
6. Join the team?
If you are interested in joining our team, please send us an email at [email protected]