Return & Refund Policy

Thank you for shopping with ISALENE. We take pride in the quality of our jewellery and are committed to providing a confident and transparent shopping experience.

Please review our policy carefully before making a purchase.

Change of Mind

At this time, we do not accept returns or exchanges for change of mind, style preference, or incorrect selection.

We encourage customers to review all product details carefully prior to purchasing. If you have any questions, our team is always happy to assist before you place your order.

30-Day Quality Guarantee

We proudly stand behind the craftsmanship of our jewellery.

If your item arrives faulty or experiences a manufacturing or workmanship issue within 30 days of delivery, we will offer a replacement or refund once the issue is confirmed.

This includes issues such as:

• Broken clasps or links
• Stones or crystals coming loose
• Structural or assembly defects

How to Submit a Claim

Please contact info@isalene.com within 30 days of delivery with:

• Your order number
• Clear photo or video of the issue
• A brief description of the problem

Once your claim is reviewed and approved, we will advise you on the next steps for return, replacement, or refund.

What Is Not Covered

Our quality guarantee does not cover:

• Normal wear and tear
• Accidental damage
• Improper storage or handling
• Exposure to water, chemicals, perfumes, or lotions
• Damage caused by force or misuse
• Changes in appearance due to regular wear

Refunds & Replacements

• Approved faulty items may be replaced or refunded at our discretion.
• Worn items are not eligible for refunds unless a manufacturing fault is confirmed.
• If a replacement is unavailable, we may offer a refund or store credit.

Refunds are issued to the original payment method.

Please allow:

• 2–4 business days for processing
• 3–7 business days for your bank or card provider to reflect the refund

Return Shipping

Return shipping costs are the responsibility of the customer.

We offer free shipping on all orders, and for this reason we are unable to cover return postage costs, including for approved quality claims.

Customers must use a trackable shipping method for all approved returns. ISALENE is not responsible for items lost in return transit.

Incorrect Address or Failed Delivery

If an order is returned to us due to an incorrect address provided at checkout or failed delivery attempts, reshipping costs will be the responsibility of the customer.

European Union Customers

If your order is shipped to the European Union, you are entitled to a 14-day statutory cooling-off period in accordance with EU consumer law.

Returned items must be:

• Unworn and unused
• In original condition and packaging
• Returned with proof of purchase

This statutory right does not apply to worn, damaged, or personalized items.

Final Note

All return and replacement requests are assessed fairly and individually. ISALENE reserves the right to determine eligibility based on item condition and supporting evidence.