House of Isabella Reviews 

Reply from House of Isabella

Updated Jul 22, 2025

HI Daisy,

Thank you so much for taking the time to leave a review. We’re genuinely sorry to hear that your experience has been frustrating — that’s certainly not what we want for any of our customers. Please know that we truly value your feedback and take all concerns seriously.

We’ve looked into your communication with our team and can confirm that we responded to every email you sent, each within 24 hours. Our support team is available nearly 20 hours a day via email and live chat, and we always aim to assist our customers as promptly and helpfully as possible.

When we received your request to cancel the item, the order had unfortunately already been dispatched. We informed you of this immediately and provided details of our returns policy, which you kindly acknowledged. Once an item has left our warehouse, we are unable to stop the delivery mid-transit — something we completely understand can be frustrating in these situations.

We would also like to clarify that we have no access to or control over what is placed in a customer's cart. Checkout is only completed by the customer themselves, and nothing is processed on our end until the order has been placed and paid for.

Additionally, no changes or substitutions were made to your order. All items you placed through checkout were in stock at the time and processed automatically through our system. Any changes to orders are always communicated in advance, but in this case, everything was dispatched exactly as ordered.

We genuinely tried our best to assist with your return. While change-of-mind returns usually require the customer to arrange the return, we made an exception in your case and organised collection for the two large items to support you. We also escalated your request with our courier partner in hopes of securing an earlier collection. While courier availability is outside our control, we can confirm that the collection was successfully completed.

We sincerely regret any inconvenience this caused you and want to thank you again for your patience throughout. We’re always here to help and remain committed to providing the best possible service to all our customers.

If there’s anything further we can assist you with, please don’t hesitate to get in touch with us directly.

Reply from House of Isabella

Jun 13, 2025

Hi Jade,

Thank you for your feedback, and we're really sorry to hear that the tree didn’t suit your space.

As noted in our returns policy on the website, we’re always happy to accept returns, and our customers are welcome to arrange this with a courier of their choice. Unfortunately, we don’t have control over the return shipping fees, as these are set by the courier companies.

To help out, we’ve suggested some of the more cost-effective couriers we typically work with. As a courtesy, we also reached out to let you know we can assist by organising the collection from our end if that’s easier for you — we’re just waiting to hear back from you regarding that.

Thank you again for your understanding, and please feel free to reply to our email when you're ready to go ahead.

Reply from House of Isabella

Updated Jun 4, 2025

Hi Nell,

Thank you for your feedback, and we're truly sorry to hear that you were disappointed with your experience. We understand how important it was for your chairs to arrive in time for your husband’s birthday.

Just to clarify, as soon as we received your order, we reached out to let you know that the chairs were unexpectedly out of stock and provided the estimated timeframe for the next shipment. At that point, we offered you the option to cancel and receive a full refund. You kindly confirmed that you were happy to wait for the restock.

We do our best to keep customers informed every step of the way, and your order was delivered in Mid May as scheduled. We also offered a $20 voucher as a gesture of goodwill—not in place of your order, but simply to thank you for your patience and understanding.

As a small business, we genuinely care about our customers and always aim to be transparent and fair. We never want anyone to feel ignored or disappointed, and we hope you’ll consider updating your review to reflect the full context.

We appreciate your support and truly hope to have the chance to serve you again in future.

Reply from House of Isabella

Updated May 6, 2025

Hi Dianne,

Thank you for your review. We’re sorry to hear that you’re disappointed with your recent purchase.

We always strive to provide clear and accurate information on our website, including detailed descriptions, images, and dimensions. The footstools you ordered are listed as display or statement pieces, which are very popular, and the measurements are clearly outlined on the product page. We understand that sometimes these details can be overlooked, but we assure you the information provided is accurate.

We do accept returns for change of mind within our generous return period, which is clearly stated on our website. Unfortunately, as your request was made a number of days after delivery (your order arrived on April 8), it falls outside of our return window. We would have been happy to assist with a return if the request had been received within the designated period.

Our customer support team is available via live chat almost 20 hours per day, and we always aim to respond promptly to any inquiries or concerns. While we don’t have a phone line at the moment, we’re committed to providing timely and thorough assistance via email and chat.

Shipping costs are calculated based on factors such as the size, weight, and quantity of the items, as well as the delivery location, and are shown clearly at checkout before completing the order.

We truly appreciate your feedback and regret that this experience didn’t meet your expectations. If there’s anything else we can assist you with, please feel free to reach out.

We kindly ask that you consider revising your review, as we have made every effort to follow our policies and provide a fair resolution. Your satisfaction is important to us, and we hope we can work together to address any concerns.