Find quick answers to common questions about ISALENE orders, shipping, returns, and warranty coverage.
How much does shipping cost?
We offer free standard shipping on all orders.
When will my order arrive?
Orders are typically processed within 1–2 business days, excluding weekends and holidays.
Most orders arrive within 6–10 business days after shipment. Delivery times are estimates and may be affected by customs, holidays, weather, or carrier delays.
Where will my order ship from?
ISALENE works with international fulfillment partners. Depending on product availability, your order may ship from an overseas fulfillment location.
How can I track my order?
Once your order ships, you’ll receive tracking information by email. Please allow up to 48 hours for tracking updates to appear.
If you haven’t received the email, please check your spam or junk folder.
Can I change or cancel my order?
You may request a change or cancellation within one hour of placing your order.
Because fulfillment may begin immediately, requests are not guaranteed. A change or cancellation is effective only when confirmed by ISALENE in writing.
Contact info@isalene.com as soon as possible.
What happens if I enter the wrong address?
Customers are responsible for providing a complete and accurate shipping address at checkout.
Contact us immediately if you notice an error. Once an order enters processing or ships, we may be unable to change or redirect it.
If a package cannot be delivered or is delivered to the address entered at checkout, a refund or replacement may not be available. Reshipping charges may apply if the package is returned to us.
My tracking says “delivered,” but I can’t find my package. What should I do?
Please check your mailbox, safe delivery locations, household members, neighbors, building reception, and any delivery photographs or notices provided by the carrier.
If the package remains missing, contact us as soon as possible, preferably within seven days of the recorded delivery date. We’ll review the available delivery information and may contact the carrier or open an investigation.
Will I need to pay customs duties or taxes?
International orders may be subject to duties, import taxes, brokerage charges, or other fees that are not collected at checkout.
These charges are determined by the destination country or carrier and are the customer’s responsibility.
Can I return my order?
Eligible items may be returned within 30 days of delivery.
Items must be unworn, unused, undamaged, in their original condition, and returned with their original packaging.
Please contact us before returning anything so we can provide the correct instructions.
Who pays for return shipping?
Customers are responsible for return shipping costs on change-of-mind returns.
We recommend using tracked shipping and retaining proof of postage. Optional express, expedited, or other paid shipping charges are not refundable.
Can I return earrings?
For hygiene reasons, earrings must be completely unworn and unused. They must also be returned in their original condition and packaging.
Earrings showing signs of wear, use, residue, damage, or alteration may not be accepted.
What if my item arrives damaged, faulty, or incorrect?
Contact us as soon as possible at info@isalene.com with your order number, a description of the issue, and clear photos or videos.
Once reviewed, we’ll provide an appropriate solution, which may include a repair, replacement, or refund.
What does the 1-year warranty cover?
Our 1-year warranty covers manufacturing defects in materials and workmanship that occur under normal use within one year of delivery.
It does not cover normal wear and tear, loss, theft, accidents, misuse, improper care, cosmetic wear, or unauthorized repairs or alterations.
How long will my refund take?
Once your return has been received, inspected, and approved, the refund will be issued to your original payment method within 3–5 business days.
Your bank or payment provider may require additional time for the funds to appear in your account.
How do I request a return or warranty claim?
Email info@isalene.com with:
- Your order number
- A brief description of your request or the issue
- Clear photos or videos, if applicable
Please wait for return instructions before sending an item back.