Frequently Asked Questions

How long does shipping take?

Orders are typically processed within 24–48 hours. Most orders arrive within 6–10 business days from dispatch.

Once your order has shipped, you'll receive a tracking link via email.

Do you offer free shipping?

Yes. We offer free shipping on all orders.

How can I track my order?

Once your order has been dispatched, you'll receive a tracking link via email. Please allow up to 48 hours for tracking information to become available.

What is your returns policy?

We accept requests for damaged, defective, or incorrect items reported within 30 days of delivery.

Please contact us with your order number and clear photos or videos of the issue, and our team will review your request.

Do you offer exchanges?

Yes. If you receive a damaged, defective, or incorrect item, we will work with you to find the best solution, which may include a replacement, exchange, store credit, or refund where applicable.

Do you offer refunds for change of mind?

No. We do not offer refunds or exchanges for change of mind, incorrect sizing selected at checkout, or dissatisfaction with a product's style or appearance.

Are earrings eligible for returns?

For hygiene reasons, earrings cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.

Do your products come with a warranty?

Yes. Every ISALENE piece is backed by our 2-Year Warranty.

What does the 2-Year Warranty cover?

Our warranty covers manufacturing defects and workmanship issues that occur under normal use within two years of delivery.

If a covered issue occurs, we'll assess the claim and provide an appropriate solution.

What is not covered under the warranty?

Our warranty does not cover:

Normal wear and tear
Loss or theft
Accidental damage
Improper storage or care
Scratches, dents, or cosmetic damage from everyday use
Damage caused by harsh chemicals or improper cleaning methods

Is your jewelry waterproof?

Yes. Our jewelry is designed for everyday wear and is waterproof and tarnish-resistant.

What materials do you use?

Our pieces are crafted from high-quality stainless steel with premium 18K gold plating and carefully selected stones where applicable.

Can I change or cancel my order?

Orders may be modified or cancelled within one hour of being placed.

After this time, orders may have entered processing and can no longer be changed or cancelled.

What happens if I entered the wrong shipping address?

Please contact us as soon as possible.

While we'll do our best to assist, we cannot guarantee changes once an order has entered processing. If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply before it can be reshipped.