Refund policy

Our goal is to ensure every customer has a positive shopping experience. If you have any concerns with your order, please contact us and we will work with you to resolve the issue.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. 

To start a return, please provide us with your Order Number and contact information and reason for return, via email at ina@isajules.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for return shipping fees for standard returns. If an item is defective, damaged, or incorrect, Isa & Jules will cover return shipping costs. We do not charge a restocking or return fee.

You can always contact us for any return question at ina@isajules.com. 

Damages and issues

Please inspect your order upon delivery and contact us immediately at ina@isajules.com. If your item is defective, damaged, or if you received the wrong item, Isa & Jules will cover the cost of return shipping and arrange for a replacement or refund at no additional cost to you.

Exceptions / non-returnable items

Custom or personalized items are non-returnable, unless they arrive damaged or defective.

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.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

 
We will notify you once we’ve received and inspected your return, and let you know once your refund is approved (usually same day). If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.