Terms of service

These Terms and Conditions ("Terms") govern your use of the ISAYA webshop ("Service") provided by ISAYA ("we", "us", or "our"). By accessing or using the Service, you agree to be bound by these Terms. Please read these Terms carefully before using the Service.

1. Use of the Service

By accepting these Terms of Service, you confirm that you are of legal age in your state or province of residence, or that you have obtained consent from a parent or legal guardian allowing any minor dependents to use this site. Our products must not be used for unlawful or unauthorized purposes, and you agree not to violate any laws in your jurisdiction, including copyright laws, while using the Service. You are prohibited from transmitting any worms, viruses, or any other code of a destructive nature. Violation of any of these Terms will lead to an immediate termination of your access to our Services.

2. Products and Orders

2.1 Product Information. We make every effort to display accurate and up-to-date information about our products on the Service. However, we do not guarantee the accuracy, completeness, or reliability of any product information. Every ISAYA piece is handmade in small runs, so colour, texture and measurements may vary slightly between individual garments. This is a characteristic of the way the pieces are made and is not a defect.

2.2 Orders. By placing an order through the Service, you agree to provide accurate and complete information. We reserve the right to refuse or cancel any order for any reason, including but not limited to product availability, errors in pricing or product descriptions. Where an order is cancelled by us after payment has been taken, the full amount is refunded.

2.3 Made to order. Some pieces are made to order and are produced after the order is placed. The lead time is stated on the product page. Made-to-order lead times are in addition to the shipping times in section 4.

3. Pricing and Payment

3.1 Pricing. All prices displayed on the Service are shown and charged in Indonesian rupiah (IDR), and are subject to change without notice. Prices include worldwide shipping. Prices do not include import duties, customs charges or local taxes, which are covered in section 4.3.

3.2 Payment. Payment for orders placed through the Service must be made using one of the accepted payment methods. By providing payment information, you represent and warrant that you are authorized to use the payment method you have chosen. We may delay or hold an order where payment requires validation.

3.3 Currency conversion. If your payment method is denominated in a currency other than Indonesian rupiah, your bank or card issuer performs the conversion and may apply its own rate and fees. We neither set nor receive those charges.

4. Shipping and Delivery

4.1 Shipping. We ship orders to the shipping address provided by you during the checkout process. All orders are shipped from our production in Bali, Indonesia, through UrShipper. A tracking number is sent to you once the order is booked. Shipping times may vary depending on your location and the shipping method selected.

4.2 Delivery. International delivery usually takes 4 to 6 business days depending on your location. This is an estimate and cannot be guaranteed. We are not responsible for any delays or failures in delivery caused by events beyond our control, including but not limited to natural disasters, transportation strikes, or customs delays. Once an order has been picked up from our warehouse, responsibility for delays, damage or loss in transit sits with the carrier, and claims should be raised with the carrier directly using your tracking number.

4.3 Duties and taxes. For international orders, additional taxes, customs duties and fees may apply under the laws of the destination country. These are charged by your country and paid by you on delivery. We are not responsible for calculating or paying them.

4.4 Undeliverable orders. It is your responsibility to provide a correct and complete shipping address and to pay any customs duties and taxes on time. If a package is returned to us because delivery was refused, duties were not paid, the package was not collected, or the address was incorrect, the order is treated as undeliverable. Return shipping fees, import duties and any associated costs are deducted from your refund where a refund is approved. Where the return costs exceed the value of the item, the package may be abandoned and no refund is issued. Rejected or undeliverable international orders are not refunded unless the return is successfully received by us.

5. Returns and Exchanges

5.1 Returns. We accept returns of unused and unworn products within 14 days of delivery, subject to our Shipping and Refund Policy. Garments must have their tags attached. To start a return, email us at isaya@isaya-store.com within 14 days of delivery with your order number and the reason for the return. Approved returns are given our Danish return address. We do not accept returns to our Bali office. Return shipping is at your expense, and the item remains your responsibility until it reaches us.

5.2 Exchanges. If you wish to exchange a product for a different size or colour, please contact us for assistance. Exchanges are subject to product availability.

5.3 Non-returnable items. Custom and special-order products, and any item returned without a return being requested first, are not accepted.

5.4 Your statutory rights. Nothing in this section limits any right of withdrawal or cancellation you have under the consumer law of your country of residence, where such law applies to your purchase.

6. Intellectual Property

All content on the Service, including photographs, product images, text, graphics, logos, the ISAYA name and the design of the site itself, is owned by ISAYA or its licensors and is protected by copyright and trade mark law. You may view and share this content for personal, non-commercial purposes. You may not copy, reproduce, republish, sell or use it commercially, or use the ISAYA name or marks, without our prior written permission.

7. Accounts and User Conduct

If you create an account, you are responsible for keeping your login details confidential and for activity that takes place under your account. Tell us promptly if you believe your account has been used without your permission. We may suspend or close an account that is used in breach of these Terms.

8. Third-Party Services and Links

The Service uses third-party providers, including our payment processors, shipping partners and analytics and advertising providers. The Service may also link to third-party websites. We do not control those services or sites and are not responsible for their content, terms or privacy practices. Your use of them is governed by their own terms.

9. Disclaimer of Warranties

The Service is provided on an "as is" and "as available" basis. We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components, and we make no warranty as to the results obtained from using it. To the fullest extent permitted by law, we disclaim all warranties that are not expressly stated in these Terms, whether express or implied. This does not affect any warranty or guarantee you have under the consumer law of your country of residence.

10. Limitation of Liability

To the fullest extent permitted by law, ISAYA is not liable for any indirect, incidental, special or consequential loss arising out of your use of the Service or your purchase of our products, including loss of profit or loss of data. Where liability cannot be excluded, our total liability in connection with any order is limited to the amount you paid for that order. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded, including your mandatory rights as a consumer.

11. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Indonesia, and any dispute arising from them is subject to the jurisdiction of the courts of Indonesia. If you are a consumer resident in the European Union, the United Kingdom or another jurisdiction whose consumer protection law grants you rights that cannot be contracted out of, you keep the benefit of those rights and may bring proceedings in the courts of your country of residence.

12. Changes to These Terms

We may update these Terms from time to time. The current version is always the one published on this page, and the date below shows when it was last changed. Changes apply to orders placed after they are posted; your order is governed by the Terms in force when you placed it.

13. Severability and Entire Agreement

If any provision of these Terms is found to be unenforceable, the remaining provisions stay in force. These Terms, together with our Privacy Policy and our Shipping and Refund Policy, are the entire agreement between you and ISAYA in relation to your use of the Service.

14. Contact

ISAYA
Jl. Mertanadi No. 86E, Desa/Kelurahan Kerobokan Kelod, Kec. Kuta Utara, Kab. Badung, Provinsi Bali, Indonesia
isaya@isaya-store.com
(+62) 823-4212-8930

Last updated: 4 August 2026.