Refund & Return Policy – Isabel & Olivia
Refund & Return Policy – Isabel & Olivia
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. There are costs associated with returning items.
Is it possible to return my order?
Yes, it is. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.
To be eligible for a refund, the return must meet the following conditions:
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The return must include all original parts, components, and packaging exactly as the product was received.
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Damage due to careless handling is excluded; the product must be in its original condition.
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Products where hygiene is a factor (e.g., undergarments, beauty tools, earrings, etc.) must remain sealed or be unused before being returned.
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We reserve the right to refuse returned items if we suspect they have been used or damaged beyond our control.
How do I return my order?
If your order meets the conditions above, please follow these steps to initiate the return process:
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Email us: Contact our team at support@isabelandolivia.com.
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Provide Information: Ensure your email includes:
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Order number
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Reason for the return request
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A photo of the product (required in case of damage)
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First and last name
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Customer’s address
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Receive Instructions: We will contact you with the correct return address. Important: Please do not send the return to the sender's address on the package; we will provide you with the specific address for our central warehouse.
Note: You, as the customer, are responsible for the shipping costs to return the product to our warehouse.
Cancellation Policy
Because we operate a fully automated system, orders are processed immediately once they are placed.
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1-Hour Window: Cancellations are only possible if reported to our customer service team via support@isabelandolivia.com within 1 hour of placing the order.
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After 1 Hour: Once this window has passed, the order is already being processed and cannot be stopped. You must wait to receive the goods and then initiate a return.
Right of Withdrawal
The withdrawal period is 30 days from the day you, or a third party named by you (not the carrier), takes possession of the goods. To exercise this right, you must inform Isabel & Olivia via a clear statement (e.g., email). The withdrawal is only finalised once we have received the goods back at our warehouse.
Customs Fees
Please note that return shipments may be subject to customs inspection and additional fees. Any customs duties, taxes, or handling charges applied by authorities are the responsibility of the customer. These costs will not be covered or refunded by Isabel & Olivia.
Damaged or Faulty Items
If you have received a damaged or faulty item, please contact us immediately with photo evidence. If the fault lies with us, we will send a replacement item to you free of charge.
Consequences of Withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, excluding the costs of delivery. This will occur no later than 14 days from the day we receive the returned goods at our warehouse. We will use the same payment method used for the original transaction.
ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.