SHIPPING & REFUND POLICY

At ISAYA, we aim to make your shopping experience as smooth and transparent as possible. Below, you’ll find everything you need to know about shipping, returns, and refunds.

Shipping

Dispatch & Carrier
All orders are shipped from Bali, Indonesia using FedEx or DHL via UrShipper. A tracking number will be sent to you once the order is booked.

Estimated Delivery Time
International delivery usually takes 4–6 business days, depending on your location. Please note this is an estimate—exact delivery times may vary and cannot be guaranteed.

Shipping Responsibility
Once your order has been picked up from our warehouse, ISAYA is not responsible for delays, damages, or unforeseen events during transit. Please contact the courier directly for any issues after dispatch.

Undeliverable Orders

If an order is returned due to an incorrect shipping address, failure to receive the package, or refusal to accept delivery, ISAYA cannot guarantee a refund of the original shipping costs.

Customers are responsible for providing accurate shipping details and ensuring the package can be received at the delivery address.

Duties & Taxes

For international orders, additional taxes, customs duties, and fees may apply according to the laws of the destination country. ISAYA is not responsible for calculating or paying these charges. Rejected packages will not be returned to ISAYA, and therefore no refund will be issued. Please contact your local customs office for more information regarding customs, import fees, and taxes.

Returns

We want you to be happy with your ISAYA purchase. If you're not satisfied, you may return your order under the following conditions:

Important:
We only accept returns to our office in Denmark.
Do not send returns to Bali – parcels sent to our Bali office will be seized by customs and heavily taxed. These returns cannot be accepted or refunded.

Return Conditions

Returns must be requested within 14 days of receiving your order.
Items must be unused, with original tags attached and in their original condition.
Returns must be shipped within 7 days of your return request being accepted.
Return shipping is at the customer’s expense.
We do not offer return labels.
ISAYA is not responsible for lost or misdirected return parcels—use tracked shipping and keep proof of postage.

Not Eligible for Return

Orders from Australia
Items marked Final Sale
Worn, washed, or damaged items
Returns sent after the 14-day window or without prior approval
Returns refused due to unpaid customs duties

How to Initiate a Return

Email us at isaya@isaya-store.com within 14 days of delivery.
Include your order number and reason for the return.
Once approved, we’ll provide the return address and next steps.
Ship the parcel within 7 days after receiving approval.
Send us the tracking number and courier info as soon as the parcel is shipped.

Refunds

Refunds are processed to the original payment method once your return has been received and approved.
Please allow 5–7 business days after receipt for the refund to be issued.
Original and return shipping fees are non-refundable.
Refunds will not be granted for items returned to the wrong address or refused due to customs duties.

Damaged, Lost or Delayed Parcels

ISAYA is not liable for parcels that are:

Delayed
Lost
Stolen
Damaged in transit

Please contact the courier directly if your parcel is missing or delayed.

Final Notes

No returns, refunds, or exchanges on sale items.
Do not send returns to Bali - we only accept returns to our office in Denmark.
We do not offer direct exchanges — if you want a different size or item, please place a new order.
Be mindful: All return shipping is your responsibility.