Frequent Asked Questions
What is ISOKI?
ISOKI is an Australian parenting lifestyle brand designing stylish, functional nappy bags and everyday carry solutions for modern parents. Our products are made to support life on the go while maintaining a clean, contemporary aesthetic.
How do you pronounce ISOKI?
ISOKI is pronounced “Eye so key.”
Who are ISOKI products designed for?
ISOKI products are ideal for:
- Parents of babies and young children
- Families who value practical organization
- Customers who want functional bags without sacrificing style
- Gifting for baby showers and new parents
🛍
Orders & Shopping
How do I place an order?
Simply select your items on isoki.com.au, add them to your cart and complete checkout. You will receive an order confirmation email once your purchase is successful.
Can I change or cancel my order?
If your order has not yet been dispatched, please contact us as soon as possible and we will do our best to assist. Once an order has been shipped, it cannot be modified or cancelled.
Do you offer gift wrapping?
Currently, we do not offer a separate gift wrapping service. However, ISOKI products are thoughtfully packaged and suitable for gifting.
🚚
Shipping & Delivery
Where do ISOKI orders ship from?
All orders are dispatched from our Australian warehouse in Sydney.
How long does delivery take?
Estimated delivery times are:
- Australia:2–7 business days
- New Zealand:please visit our NZ site co.nz. the goods will be dispatched from our NZ warehouse in Auckland.
- International:Delivery times vary by destination
Please note these are estimates only and may vary depending on the courier and location.
How much is shipping?
Shipping costs are calculated automatically at checkout based on your delivery address.
Are duties and taxes included for international orders?
No. International orders do not include customs duties, import taxes or clearance fees. Any additional charges are the responsibility of the recipient.
🔁
Returns & Exchanges
Do you accept returns?
Yes. ISOKI accepts returns within 7 days of delivery.
Returned items must:
- Be unused
- Be in original condition and packaging
- Have all tags attached
What if my item is faulty?
If you believe your item has a manufacturing or material defect, please contact us with your order number and clear photos. We will assess the issue and arrange a replacement or refund where appropriate.
🎒
Product Questions
Are ISOKI bags waterproof?
Most ISOKI bags feature a water resistant or wipe clean lining, designed to handle everyday spills and messes.
Can ISOKI bags be attached to a stroller?
Yes. Many ISOKI bags can be used with stroller clips (sold separately or included with selected styles). Please refer to individual product pages for details.
Can I use an ISOKI bag beyond the baby stage?
Absolutely. ISOKI bags are designed for long term use, making them suitable for work, travel and everyday life even after the baby stage.
How do I clean my ISOKI bag?
- Spot clean with damp cloth
- Do not machine wash
- Avoid prolonged exposure to direct sunlight
Always check the care instructions on the product page for specific guidance.
📩
Contact Us
How can I contact ISOKI customer service?
If you need assistance, please reach out via:
- Email: customerservice@bpm.com.au
- Phone: 0061 02 9457 0000
We aim to respond to all enquiries within 1–2 business days.