At ISALENE, we're committed to delivering your order as quickly and smoothly as possible.
Processing Times
Orders are typically processed and dispatched within 24–48 hours, excluding weekends and public holidays.
Once your order is placed, our team begins preparing it for shipment to ensure prompt dispatch.
Estimated Delivery Times
Most orders arrive within 6–10 business days from dispatch.
Delivery times are estimates only and may occasionally be affected by customs processing, public holidays, weather conditions, carrier delays, or other circumstances beyond our control.
Tracking Information
Once your order has been dispatched, you'll receive a tracking link via email.
Please allow up to 48 hours for tracking information to become available after shipment.
If you haven't received your tracking email, we recommend checking your spam or junk folder before contacting us.
Delivered But Not Received
If your tracking information shows your order as delivered but you have not received it, we recommend:
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Checking around your delivery location
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Asking household members, neighbors, or building management
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Contacting the shipping carrier for further assistance
Once a package has been marked as delivered by the shipping carrier, responsibility for the shipment generally transfers to the recipient. However, if you experience an issue, please contact us and we'll do our best to assist in locating the package and working with the carrier where possible.
Incorrect Shipping Address
Please ensure your shipping details are accurate before completing your order.
ISALENE is not responsible for orders shipped to an incorrect or incomplete address provided at checkout.
If you notice an error in your shipping details, please contact us as soon as possible. While we'll do our best to assist, we cannot guarantee that changes can be made once an order has entered processing.
If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply before the order can be reshipped.
Delayed or Lost Orders
If your order is significantly delayed, please contact us at info@isalene.com.
If a package is confirmed lost by the shipping carrier, we'll work with you to find an appropriate resolution.
Depending on the circumstances, we may offer:
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A replacement
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Store credit
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A refund
Customs & Duties
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
These charges are not included in your order total and remain the responsibility of the customer.
Need Help?
If you have any questions about your order or shipment, we're here to help.
Contact us at info@isalene.com and our team will be happy to assist.