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All FAQs

Placing an order

How do I place an order?

You can browse our products using the menu at the top of the homepage, or from various collections also on the homepage. If you are looking for something specific, use the search bar at the top of the page.

Be sure to use the filters on the top of the page when browsing products to quickly find the right items.

Once you have found a product you like...

Select the size and colour, and click 'add to cart'.
Your cart shows the items you have chosen. You can edit and remove items here.
When you are ready to place your order, you can click 'checkout'.
Make sure you've entered the correct shipping address and payment method, then you're ready to confirm your order: 'pay now'.

What payment methods do you accept?

Most major credit and debit cards are accepted.

How do I use a discount code?

To use a discount code, enter the code in the 'Discount code' box on the right hand side of the checkout screen and press 'Apply'.
On mobile, you may need to open the 'Show order summary' dropdown at checkout to apply your code.

Delivery

When will my order be shipped?

We aim to get your order sent as quickly as possible. Orders are usually sent within 2-3 working days, but may take longer during sales periods.

How can I track my order?

You can track your order by clicking on the relevant order in your account and clicking the tracking link.

Tracking will only be available once at least one item in your order has been shipped. The fulfilment status will either be 'Partial' or 'Fulfilled'.

Once shipped the tracking details for each parcel sent will be available. You can click on this to take you to the tracking details.

Alternatively, you'll receive a dispatch notification via email for each parcel sent with tracking details included.

What delivery options are available?

For delivery to a UK address, we use Royal Mail tracked delivery straight to your door. Please note, for bulky orders, your order will be delivered by Yodel or DPD.

For international orders, we use a tracked courier service via UKP or Seven Senders. The final mile courier will depend on your location, but this information will be available via your tracking link.

See our delivery pricing for more information.

Where do you ship to?

We offer delivery to a large number of countries.

All of our delivery locations.

What should I do if my order hasn’t been delivered?

It's easy to check on the progress of an existing order via your tracking details. You can track your order by clicking on the relevant order in your account and clicking the tracking link.

Be sure to check our estimated delivery dates.

If you still have an issue and need to get in touch, please follow the simple steps to contact us and we'll get back to you to help.

Where is my order shipped from?

We have a warehouse in both the UK and Germany. We always try to send your order from your nearest warehouse to ensure the quickest delivery service possible.

If you are ordering to the UK or Europe, you will not be liable for any customs or duties. For any international destinations, the usual customs and duties will apply.

Will I be liable to pay duty or customs charges on my order?

There will be no extra duty or customs charges to pay on your orders delivered to the EU or UK.

The usual duty and customs charges apply to orders delivered to other destinations.

Returns & refunds

Can I return items from different orders in the same parcel?

You are welcome to return items from different orders in one parcel.

Please make sure that you clearly note each item with its respective order number so our returns team can process your refund without delay.

If you have any further questions, please do not hesitate to contact us here.

What is your returns policy?

You can return an item within 100 days of receiving your order if for any reason you're not completely happy with it.

Items should be returned in the same condition in which you receive them: the original product packaging and tags must still be attached, and the products must be in an unused condition (except in the case of products which you have discovered to be faulty upon use) - please contact us and be sure to select 'Faulty product' from the query topic dropdown.

You are responsible for the cost of returning your order back to us. You can do so using any courier of your choosing, but please note that in this case we will not refund any postage fees (except if the goods are faulty or if you have received a wrong product).

Are returns free?

To make sure everything gets back to us safely and promptly, you cover postage costs to return an item.

Once we've received your item(s) back we will process your refund within 10 working days.

How do I return my order?

It's simple to set up a return for all or part of your order.

Please open a return and our customer service team will get back to you with further instructions.
Please see our Refund Policy for more information.

Can I exchange an item?

We know sometimes you don't find the perfect size, colour, or style the first time. If you want to exchange your item, we ask you to:

Return the item(s) by opening a return.
Find the new item and purchase that as a new order.

If your original order was discounted, please get in touch with your new order number and our support team will be happy to issue a price match refund.

How long will it take to get my refund?

If something's not right with your item we aim to process your return and refund as quickly as possible so you can get back to finding great products. It normally takes between 5-10 working days for us to process your refund once we've received your return.

If you're concerned about your refund, please get in touch with your order number and returns tracking number, so we can investigate the delay for you.

Why haven't I received my refund?

If you haven't received your refund it is most likely because we haven't received and/or processed your return yet. Please note it normally takes 5-10 working days for us to process your refund once we have received your return.

Please contact us with your returns tracking number if it's been more than 10 working days so we can investigate.

My item is faulty, what should I do?

If your item is faulty upon receiving it, please get in touch to receive a free return.

If you have problems with the item after using it, please get in touch as soon as you notice the problem and we will assess the fault. You just need to give us a few details:

Your order number
Images of the complete article and area of the fault. These will need to be sent separately. Please reply to the auto-response email you receive after submitting the contact form.
Details of the problem you noticed and how it first occurred.
Any other information, e.g. has it been washed/dried, and if so, how?

If your claim is accepted, we will either arrange a refund or a replacement if we have stock available.

My order

What is the expected delivery date of my order?

Please see our estimated order delivery dates.

Can I make changes to my order?

If you would like to make changes to your order, such as a size change, please contact us as quickly as possible, and be sure to select 'Editing an order' from the query topic drop-down. Please note, we cannot guarantee this will be possible once your order is processing.

Can I add items to my order?

Unfortunately, we can't add another item to an order once it's already been placed.

However, if you place an additional order and then contact us with the order numbers, we will refund you the 2nd shipping fee.

Please note we can only do this for orders within the EU.

My delivery address is incorrect, what should I do?

Please contact us as soon as possible using the contact form, and be sure to select 'Editing an order' from the query topic drop-down. Please note, we cannot guarantee this will be possible once your order is processing.

Can I cancel my order?

Order cancellation, before shipment, may be possible. If you wish to cancel your order please contact us as quickly as possible, making sure to select 'Cancelling an order' from the query topic drop-down and our support team will receive your request. We will do our best to make any updates requested, but please be aware that if your order is already processing at our warehouse, we can't guarantee that our request will reach them prior to dispatch.

If your order has already been shipped or delivered then you can follow our straightforward steps to Return all or part of your order. Once we receive your return, we will refund the price paid for the goods to the original payment method used.

I'm missing items from my order, what should I do?

We may have sent your items in separate parcels. Please check your dispatch confirmation or your account for more details.

If your order has been sent in multiple parcels you will see several tracking numbers. You can click these and see the full tracking details for each parcel.

If an item is missing, please contact us with the order number and the item details.

My account

Can I update my account details?

Yes, you can. Just visit your account to update your saved addresses.
Please note that you cannot update the email address linked to your account.

Can I delete my account?

Should you wish to close and delete your Isobaa account, please contact us and we will delete your personal details and account as requested.

Product questions

Where can I find information on sizing?

You can find a size guide for the relevant product on every product page - look for 'Size guide' above the size selector.
We also have a more 'generic', and less product specific size guide.
If you are in between sizes, go one up for a looser fit, go one down for a very tight, snug fit.

How should I take care of my Isobaa products?

We’ve designed our Isobaa garments to be easy to care for.
Our products come with attached care labels with the necessary instructions. Please refer to these, or any information on the product page.
If you require further advice, please contact us.

Other

Do you sell gift cards or vouchers?

We don't currently sell gift cards or vouchers.

About Isobaa

What's the best way to contact you?

The best way to reach us quickly is to fill out our contact form. You can also email us directly at support@isobaa.com

Isobaa | Womens LUX Hoodie (Smoke/Charcoal) | Discover the pinnacle of comfort with Isobaa's 100% Merino double-knit hoodie.

Features

7gg 21.5 micron fine 100% Merino wool
Ideal to curl up in on cold nights or for a weekend walk
Kangaroo hand warmer pocket
Ribbed cuffs and hem
Naturally soft, moisture wicking, odour resistant and breathable
Embroidered ISOBAA sheep logo
ISOBAA folded hem label
Easy care & quick drying
Non-mulesed merino
Recycled packaging
Approximate garment weight: 600g (Size S)

Tacked Pockets

This product has tacked pockets. When our factory make and pack each hoodie, the pockets can open up and lose shape. Tacking pockets is traditionally done in tailoring but our machinists like to do it as knitwear can so easily stretch.
If you want to remove the tacked pockets from your hoodie, please watch our helpful video below and follow the instructions. Once the stitch is removed, you should be able to use the pockets as usual.

Size Guide

cm in

Size	XS	S	M	L	XL
1. Chest	81	86	91	97	102
2. Waist	67	72	76	83	87
3. Hips	91	97	102	107	112
4. Inseam	72	76	76	76	80

If your body measurements are between sizes, go down to the smaller size for a tighter fit or up to the larger size for a more relaxed fit.
If your body measurements result in different sizes, we recommend using your chest measurement for tops and your waist measurement for bottoms.

Product Fit

Fit: Regular

Active
Slim and form-fitting

Regular
Classic standard fit

Relaxed
Loose and comfortable fit

Garment measurements

Measurement point in cm's	XS	S	M	L	XL
Half Chest	46	48	50	52	54
Half Hem	38	40	42	44	46
Front Length	62.5	64	65.5	67	68.5
Back Length	61	62.5	64	65.5	67
Sleeve Length	61.5	62.5	63.5	64.5	65.5

Measurements are taken whilst garment is laid flat on a surface to aid comparison with your own garments.

Model Sizing

Clémentine is 5′7″ / 170cm tall and is wearing size S

Shipping

UK Shipping
Free for orders over £75
£2.99 for orders under £25
£3.99 for orders under £40
£4.99 for orders under £75

We aim to get your order to you within 2-5 working days. All UK orders are sent with Royal Mail 48.

Please note during sales periods it can take longer for orders to arrive.

Exclusions to 2-5 working day delivery

Orders made to the following post codes are unlikely to be received in the 2-5 working days timeframe:
Channel Islands: GY, IM, JE
Scotland: HS2, KW16-17, PA61-PA75, PA78, PH30, PH41 - PH44 and ZE2-3.

Within the UK, products will usually be delivered within 48 hours of despatch; for international deliveries delivery may take longer depending on the postal service used.

International Shipping calculated at checkout.
Free for orders over £100

Also available in...

SOLD OUT

Womens LUX Hoodie (Smoke/Charcoal)

Name: Womens LUX Hoodie (Smoke/Charcoal)
Brand: Isobaa
SKU: Isobaa_ISOMCLUXHO005003F-XS
Price: 237.0 AUD
Availability: OutOfStock
Rating: 5.0 (3 reviews)

$237.00

$474.00

Colour:

Notify me when available

Made from luxurious 7-gauge 100% Merino, this double-knit hoodie will become a fast friend, keeping you warm and toasty whether you're out for a stroll or chilling out around the house.

Merino keeps you warm when it's cold and breathes well when it's warm, keeping you comfortable whatever the weather. It's also quick drying, naturally odour resistant and sustainable.

Join our Flock!

Ask a question

Womens LUX Hoodie

Made from luxurious 7-gauge 100% Merino, this double-knit hoodie will become a fast friend, keeping you warm and toasty whether you're out for a stroll or chilling out around the house.

7gg 21.5 micron fine 100% Merino wool

Ideal to curl up in on cold nights or for a weekend walk

Kangaroo hand warmer pocket

Ribbed cuffs and hem

Naturally soft, moisture wicking, odour resistant and breathable

Free UK delivery on orders over £75

Free International delivery on orders over £100

If you are unsatisfied with your product for any reason, you can return it in our 100 day return period

We love hearing about your adventures and seeing your photos. If you have any questions or require product advice, get in touch here, or via our email at support@isobaa.com

Love the warmth and softness of everything I bought

Cosy casual chic

I have a few Isobaa items I live in to teach skiing (the 150 merino roll sleeve tee, the roll neck sweater and zip up hoodie to name a few!) and this is another wonderful addition! It is extremely warm and cozy but also casually chic! So very practical for skiing and also having a nice lunch! It is so much more than a hoodie!
Sizing wise: I am a size 12 with 34 e chest and the Medium is a loose comfy and slouchy fit. I’ll be able to pair it with either my t-shirt or long sleeved merino underneath easily to make me feel especially toasty! Yes, it does come in at a higher price point, but it is well worth it - I envisage it being in my wardrobe for life, so well worth splashing out! It’s baaarilliant!

A super snuggly hoodie

I have 2 of the thinner merino hoodies that I live so decided to splash out and buy the new double layer hoodie. I was not disappointed, not only is it super warm but it also looks smart and hangs well. I am extremely pleased with it and it is getting plenty of useful ware

Placing an order

Delivery

Returns & refunds

My order

My account

Product questions

Other

About Isobaa

Also available in...

Womens LUX Hoodie (Smoke/Charcoal)

Womens LUX Hoodie (Smoke/Charcoal) - XS

Womens LUX Hoodie (Smoke/Charcoal)

Womens LUX Hoodie

Customer Reviews