Refund Policy

RETURN POLICY

Last updated: April 2, 2026

At Isola, we want you to love what you ordered. If something isn't right, we are here to make it easy. Please read the following policy carefully before initiating a return.

RETURN TIMEFRAME

Return requests must be submitted within 30 days of delivery. Requests submitted after this period will not be eligible for a refund or exchange.

RETURN ELIGIBILITY

To be eligible for a return, items must meet all of the following conditions:

  • Unworn, unwashed, unstained, and unscented
  • In original condition with all tags and packaging intact
  • Include all components and accessories originally provided
  • Show no signs of damage caused by improper handling

To verify eligibility, we may ask you to provide clear photos of the item before approving the return. Isola reserves the right to refuse returns that do not comply with these conditions or that show signs of use or damage not attributable to a manufacturing defect.

RETURN AUTHORIZATION PROCEDURE

All returns must be approved before you ship the item back to us. Unauthorized returns sent without prior approval will not be accepted.

To request a return, email us at info@isolaworld.com with the following:

  • Your order number
  • Detailed reason for the return
  • Clear supporting photos (if applicable)

Upon approval, you will receive the correct return address and full instructions. Please do not send your return to the address on the original packaging as this will not be eligible for processing.

RETURN SHIPPING COSTS

Isola does not offer free returns for customer-initiated returns. Return shipping costs are the responsibility of the customer in the following cases:

  • Incorrect size selected
  • Change of mind
  • Personal preference

We strongly recommend using a trackable and insured shipping method. Isola is not responsible for returns lost in transit.

Isola will cover all return shipping costs and provide a complimentary replacement in the following cases:

  • Defective or damaged items upon arrival
  • Incorrect item received
  • Missing items

REPLACEMENT POLICY

If a replacement item is issued, the replacement order is considered final and is not eligible for further return or refund. By accepting a replacement, you acknowledge that the original issue has been resolved.

If a replacement item arrives damaged or defective, you must notify us within 7 days of delivery with supporting photos.

INSPECTION AND REFUND PROCESSING

Once your returned item is received and inspected:

  • Items will be checked for compliance with return conditions
  • You will be notified by email of the approval or refusal of your return
  • Approved refunds will be processed within 7 business days
  • Refunds are issued to the original payment method unless otherwise agreed

CANCELLATION POLICY

Orders are processed automatically upon placement. You may cancel your order within 12 hours of purchase, provided it has not yet been shipped. After this period, the order may already be in processing and cancellation may no longer be possible.

If your order has already been shipped, cancellation is not possible. Please wait for delivery and follow the return procedure above.

Approved cancellations will be refunded in full to your original payment method.

SALE AND PROMOTIONAL ITEMS

Sale items and promotional purchases are subject to the same return conditions as regular items, unless otherwise stated at the time of purchase.

For Buy 2 Get 1 Free or similar bundle promotions, all items included in the promotion must be returned together to qualify for a full refund.

LOST SHIPMENTS

If a shipment is confirmed as lost in transit by the carrier, a replacement order will be issued at no additional cost. Please contact us at info@isolaworld.com with your order number and any carrier documentation.

RETURNS DUE TO CUSTOMER-RELATED DELIVERY ISSUES

If an order is returned to us due to reasons attributable to the customer, a $10 per item deduction will be applied to the refund. This deduction covers shipping, handling, storage, and processing costs. This includes but is not limited to:

  • Incorrect or incomplete shipping address provided at checkout
  • Refusal of delivery
  • Failure to collect the parcel from a courier or pickup point
  • Absence during multiple delivery attempts
  • Invalid or unreachable contact information

CUSTOMS AND IMPORT FEES ON RETURNS

Return shipments to our fulfillment center may be subject to customs duties, import taxes, or clearance fees. These charges are not imposed by or collected by Isola, and we have no control over their amount or application. By initiating a return, you acknowledge and accept responsibility for any customs-related fees that may arise during the return shipping process. Isola does not reimburse, credit, or cover customs duties or import taxes associated with return shipments. If a return package is held, delayed, or rejected by customs due to unpaid fees, Isola is not responsible for any resulting delay in processing your refund.

NON-REFUNDABLE ITEMS

The following are not eligible for a refund:

  • Used or worn items
  • Items damaged due to customer mishandling
  • Gift cards

CONTACT INFORMATION

For all return, replacement, and refund inquiries, please contact us at: