Refund policy

Return Policy: At ISAYA, we are committed to ensuring your satisfaction with every purchase. If you're not completely happy with your order, we accept returns within 14 days of receiving it.

Please contact us at isaya@isaya-store.com to initiate a return. Approved returns will be provided with our Danish return address.

WE DO NOT ACCEPT RETURNS TO OUR BALI OFFICE.


  • Review Period: Please allow us 5 business days to review your return request. If you initiated a return before the 14-day policy, we have received your email.

  • Conditions:

    • You have 14 days from the delivery date to initiate a return. We cannot accept returns beyond the 14-day window.

    • The garments must have tags attached; we do not accept returns otherwise.

    • Shipping costs are at the customer's expense.

    • Until we receive an item in our studio, it remains the customer’s responsibility.

 

How to Return: Please send us an email at isaya@isaya-store.com no later than 14 days from the delivery date. Include your order number (#XXXX) and the reason for the return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at isaya@isaya-store.com.

 

Exceptions / non-returnable items
Custom products (such as special orders or personalized items).

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at isaya@isaya-store.com.