Shipping policy
At ISALENE, we're committed to getting your order to you as quickly and smoothly as possible.
From the moment your order is placed, our team begins preparing it for dispatch so you can enjoy your new jewelry sooner.
Processing Times
Orders are typically processed and dispatched within 24–48 hours, excluding weekends and public holidays.
During busy periods, promotions, or holiday seasons, processing times may be slightly extended.
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:
- Checking around your delivery location
- Asking household members, neighbors, or building management
- Contacting the shipping carrier for further assistance
If you're still unable to locate your package, please contact us and we'll do our best to assist in working with the carrier to investigate the issue.
Incorrect Shipping Address
Please ensure your shipping details are entered correctly before completing your order.
If you notice an error after placing your order, contact us as soon as possible and we'll do our best to help.
While we cannot guarantee address changes once an order has entered processing, we'll always try to assist where possible.
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.
Delayed or Lost Orders
If your order is significantly delayed, please contact us at info@isalene.com.
If a shipment is confirmed lost by the shipping carrier, we'll work with you to find an appropriate resolution.
Depending on the circumstances, this may include:
- A replacement
- Store credit
- 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?
We're always happy to help.
If you have any questions regarding your order, shipping, or tracking information, please contact us at info@isalene.com and our team will be happy to assist.