Shipping & Delivery Policy

At ISALENE, we aim to make shipping as quick and straightforward as possible.

Free Shipping

We offer free standard shipping on all orders.

Processing & Delivery

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, carrier delays, or other circumstances outside our control.

ISALENE works with international fulfillment partners, so orders may ship from an overseas location depending on availability.

Tracking

Once your order ships, you’ll receive tracking information by email. Please allow up to 48 hours for tracking updates to appear.

Tracking information is supplied by the carrier and may occasionally be delayed or incomplete.

Changes & Cancellations

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.

Incorrect Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout. ISALENE may rely on the information submitted with the order and is not responsible for verifying an address.

Once an order enters processing or ships, we may be unable to change or redirect it.

If a package cannot be delivered, recovered, or is delivered to the address entered at checkout because incorrect or incomplete information was provided, ISALENE may be unable to offer a refund or replacement.

If the package is returned to us, reshipping charges may apply. Where permitted, refunds may be reduced by any actual outbound, return-to-sender, customs, or handling costs incurred.

This does not apply when the correct address was provided but ISALENE or the carrier delivered the package incorrectly.

Delivered but Not Received

If tracking shows “delivered” but you cannot locate your package, please check:

Your mailbox and any safe locations around the property
With household members and neighbors
Reception, building management, or mailroom staff
Any delivery photograph, notice, or instructions provided by the carrier

Please contact us as soon as possible, preferably within seven days of the recorded delivery date, if the package remains missing.

We may review tracking records, delivery photographs, GPS information, signatures, delivery instructions, and other available information. We may also ask you to confirm your address, complete a carrier declaration, or provide other information reasonably required to investigate the claim.

Carrier confirmation showing delivery to the correct address or an authorized delivery location may be treated as evidence of delivery. Subject to applicable law, ISALENE may decline a discretionary refund or replacement where the available evidence supports correct delivery, the customer authorized the delivery location, information provided is incomplete or inconsistent, or the customer does not reasonably cooperate with the investigation.

If the available evidence shows that the package was not properly delivered, we’ll provide an appropriate resolution, which may include a replacement or refund.

Safe-Place Delivery

If you authorize delivery to a safe place, neighbor, building reception, or another person, please choose carefully.

If the carrier confirms delivery according to your instructions, ISALENE may be unable to provide a refund or replacement if the package is subsequently lost or stolen.

Delayed or Lost Packages

If your order has not arrived by the estimated delivery date, contact us at info@isalene.com.

We may contact the carrier or open an investigation. Carrier investigations may take time, and we may wait for reasonably available delivery information before determining the outcome.

If a shipment is confirmed as lost or not properly delivered, we’ll provide an appropriate resolution in accordance with the circumstances and applicable law.

Returned Packages & Customs

Packages may be returned because of:

An incorrect or incomplete address
Refused delivery
Failure to collect the package
Unpaid customs charges
The carrier being unable to complete delivery

Additional charges may apply to reship an order returned for a reason outside ISALENE’s control. Where permitted, a refund may be reduced by actual shipping, return, customs, or handling costs incurred.

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.

Claim Integrity

Delivery claims must be accurate and made in good faith. ISALENE may decline discretionary remedies where available information reasonably indicates fraud, abuse, repeated unsupported claims, or material inconsistencies.

Customers may not receive duplicate reimbursement from ISALENE and a carrier, insurer, payment provider, or financial institution for the same order.