Refund policy
30-Day Product Guarantee
If your item arrives damaged, incorrect, or experiences a manufacturing fault within 30 days of delivery, we’ll make it right.
Depending on the situation, we may offer a replacement, store credit, or refund.
To help us assess the issue, we may request clear photo or video evidence.
In many cases, a physical return will not be required.
What Is Covered
Our 30-day guarantee covers:
• Items that arrive damaged or faulty
• Incorrect items received
• Manufacturing defects occurring within 30 days of delivery
What Is Not Covered
We do not offer refunds, replacements, or exchanges for:
• Change of mind
• General dislike of the product
• Incorrect sizing selected by the customer
• Damage caused by misuse, accidents, or improper care
• Normal wear and tear
Earrings
For hygiene reasons, earrings cannot be returned or exchanged unless they arrive damaged or incorrect.
How to Request Support
Please contact us within 30 days of delivery at info@isalene.com and include:
• Your order number
• Clear photos or video of the issue
• A brief description of the problem
Our team will review your request and work to resolve it as quickly as possible.
Order Changes & Cancellations
Orders may be modified or cancelled within 1 hour of being placed.
After this time, orders may already be processing and can no longer be changed.
Incorrect Shipping Address
Please ensure your shipping details are entered correctly at checkout.
If an order is returned due to an incorrect or incomplete address provided by the customer, additional shipping fees may apply for reshipment.
EU Customers
Customers located in the European Union may be entitled to additional consumer rights under local laws, including a 14-day cooling-off period where applicable.
Need Help?
We’re here to help.
Contact us anytime at info@isalene.com