Returns & Warranty Policy

At ISALENE, we want you to love your jewelry and feel confident in every purchase.

If you change your mind, receive an incorrect item, or experience a problem with your jewelry, we’re here to help.

30-Day Returns

You may request a change-of-mind return within 30 days of delivery.

To be eligible, the item must be:

Unworn and unused
Undamaged
In its original condition
Returned with its original packaging

Return shipping costs for change-of-mind returns are the customer’s responsibility. Any optional express, expedited, or other paid shipping charges are not refundable.

Please contact us before returning an item so we can provide the correct return instructions. Returns sent without approval or to an incorrect address may not be accepted.

Once return instructions have been provided, the item must be sent within seven days or within the timeframe stated in our instructions.

All returned items are inspected before a refund is approved.

1-Year Warranty

Every ISALENE piece is backed by our 1-year warranty.

The warranty covers manufacturing defects in materials and workmanship that occur under normal use within one year of delivery.

If your jewelry experiences a covered manufacturing defect, we’ll assess the issue and provide an appropriate solution. Depending on the circumstances, this may include a repair, replacement, store credit, or refund.

We may request clear photos or videos to help assess a warranty claim.

Our 1-year warranty is an additional benefit and is separate from any consumer rights you may have in your country.

Damaged, Incorrect or Faulty Items

If your order arrives damaged, defective, incorrect, or develops a fault, please contact us as soon as possible.

This includes:

Items that arrive damaged or defective
Incorrect items received
Manufacturing faults
Items that do not reasonably match their description

We may request clear photos or videos of the item and its packaging to help assess the issue.

Once reviewed, we’ll provide an appropriate solution based on the circumstances. This may include a repair, replacement, or refund.

If we require a confirmed damaged, faulty, or incorrect item to be returned, we’ll provide the appropriate return instructions.

Damaged, faulty, and incorrect items are handled separately from change-of-mind returns. Eligibility will be assessed under our 1-year warranty and any applicable consumer rights.

What the Warranty Does Not Cover

Our 1-year warranty does not cover:

Normal wear and tear
Damage caused by misuse, accidents, improper storage, or inadequate care
Loss or theft
Damage caused by harsh chemicals or improper cleaning
Cosmetic wear, scratches, dents, or discoloration resulting from normal use
Damage caused by alterations, repairs, or modifications not performed or approved by ISALENE

Incorrect sizing selected at checkout is not considered a manufacturing defect.

If an incorrectly sized item is unworn, unused, and otherwise eligible, it may still be returned under our 30-day change-of-mind return policy.

Earrings

For hygiene reasons, earrings must be completely unworn and unused to qualify for a change-of-mind return.

Returned earrings must be in their original condition and packaging. Earrings showing signs of wear, use, residue, damage, or alteration may not be accepted.

If your earrings arrive damaged, defective, incorrect, or develop a manufacturing fault, please contact us so we can assess the issue.

How to 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 do not return an item before receiving return instructions from us.

For customer-paid returns, we recommend using a tracked shipping service and retaining proof of postage. Unless ISALENE provides the return label, the customer is responsible for the return package until it reaches the designated return location.

Refunds

Once your return has been received and inspected, we’ll notify you whether the refund has been approved.

Approved refunds will be issued to the 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.

For change-of-mind returns: