Refund policy

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

If your order arrives damaged, incorrect, or develops a manufacturing fault, we're here to make it right.

Depending on the circumstances, we may offer a replacement, repair, store credit, or refund after reviewing the issue.

To help us assess your request, we may ask for clear photos or videos.

30-Day Returns

We understand that shopping online can feel uncertain, which is why we offer 30-day returns on eligible items.

If you're not completely satisfied with your purchase, you may return unworn items in their original condition within 30 days of delivery for a refund.

Please note:

Return shipping costs are the responsibility of the customer.
Items must be unworn and returned in their original packaging.
Refunds will be processed once the returned item has been received and inspected.

2-Year Warranty

Every ISALENE piece is backed by our Complimentary 2-Year Warranty.

This warranty covers manufacturing defects and workmanship issues that occur under normal use within two years of delivery.

If your jewelry experiences a covered defect during the warranty period, we'll assess the issue and provide an appropriate solution, which may include a repair, replacement, store credit, or refund where applicable.

Damaged or Faulty Items

Our 30-day protection also covers:

Items that arrive damaged or defective
Incorrect items received
Manufacturing faults identified within 30 days of delivery

If you experience any of the above, please contact us within 30 days of receiving your order and we'll work with you to resolve the issue as quickly as possible.

What Is Not Covered

Our Returns Policy and Warranty do not cover:

Excessive wear and tear
Damage caused by misuse, accidents, improper storage, or inadequate care
Loss or theft
Damage caused by harsh chemicals or improper cleaning methods
Cosmetic wear, scratches, dents, or discoloration resulting from normal use
Incorrect sizing selected at checkout

Earrings

For hygiene reasons, earrings cannot be returned once worn.

Unworn earrings may be returned within our 30-day return period.

If an earring arrives damaged, defective, or incorrect, please contact us and we'll make it right.

How To Request Assistance

Please email us at info@isalene.com with:

Your order number
Clear photos or videos (if applicable)
A brief description of the issue

Our team will review your request and respond as promptly as possible.

Order Changes & Cancellations

Orders may be modified or cancelled within one hour of being placed.

After this time, your order may have entered processing and can no longer be changed or cancelled.

Incorrect Shipping Address

Please ensure your shipping details are entered correctly before completing your order.

If an order is returned due to an incorrect or incomplete address provided at checkout, additional shipping charges may apply before the order can be reshipped.

EU Customers

Customers located within the European Union may be entitled to additional consumer rights under applicable local laws, including statutory cooling-off periods where required.

Nothing in this policy limits or excludes any rights available under applicable consumer protection laws.