FAQ
Frequently Asked Questions
How long does shipping take?
Standard delivery typically takes 10–12 business days after dispatch.
Delivery times are estimates only and may vary due to customs processing, public holidays, weather conditions, or carrier delays beyond our control.
Will I receive tracking?
Yes. Once your order has shipped, a tracking number will be emailed to you.
Please allow up to 48 hours for tracking updates to appear. Be sure to check your spam or junk folder if you don’t see it.
My tracking says delivered, but I haven’t received my order.
If your order is marked as delivered, please contact your local carrier directly to check for misdelivery or local holding.
While we’re happy to assist where possible, ISALENE is not responsible for packages marked as delivered by the carrier.
What if I entered the wrong address?
Please ensure your shipping address is correct at checkout.
ISALENE is not responsible for delays, failed deliveries, or lost packages due to incorrect or incomplete address details. Reshipping costs in these cases are the responsibility of the customer.
What if my order is delayed?
If your order is delayed beyond the estimated timeframe, please email us at info@isalene.com and we will do our best to assist.
Orders are only considered lost once confirmed by the carrier after investigation.
Do you accept returns?
We do not accept returns or exchanges for change of mind, style preference, or incorrect selection.
We encourage reviewing product details carefully before purchasing.
What if my jewellery arrives faulty?
We offer a 30-day quality guarantee.
If your jewellery arrives faulty or develops a workmanship issue within 30 days of delivery, please contact us with your order number and photo or video proof.
Once confirmed, we will arrange a replacement or refund.
What does the quality guarantee cover?
Our guarantee covers manufacturing or workmanship faults such as:
• Broken clasps or links
• Stones or crystals coming loose
• Structural defects
What is not covered?
Our guarantee does not cover:
• Normal wear and tear
• Accidental damage
• Exposure to water, chemicals, perfumes, or lotions
• Improper storage or handling
• Damage caused by force or misuse
Do I need to return the item?
In some cases, we may request the item to be returned for inspection.
Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method.
Will I get a refund or replacement?
Approved faulty items may be replaced or refunded at our discretion.
If a replacement is unavailable, we may offer a refund or store credit.
When will I receive my refund?
Refunds are processed within 2–4 business days after approval.
Banks typically reflect refunds within 3–7 business days.
Do you ship internationally?
Yes, we ship internationally.
International orders may be subject to customs duties or taxes depending on your country. These charges are the responsibility of the customer.
EU customers — can I cancel my order?
If your order is shipped to the European Union, you are entitled to a 14-day statutory cooling-off period.
Items must be unused, unworn, and returned in original condition with proof of purchase.
How can I contact you?
We’re always happy to assist.
Email us anytime at info@isalene.com
Final Note
All return, replacement, and delivery claims are assessed fairly and individually in accordance with our Shipping and Returns policies.
