Refund Policy

First, a little about delivery times

It helps to understand delivery times before anything else, since many orders that seem late are actually right on schedule. Standard delivery takes 7–20 business days within the US and 10–25 business days for international orders. Those ranges begin on the day your parcel ships, which is usually a little later than the day you placed your order.

• When we say business days, we mean Monday to Friday, so Saturdays and Sundays don't count toward the total.
• If your tracking goes quiet during those windows, that's expected. Some shipping routes don't record a first scan until the parcel is actually delivered.
• Here's the part people often mix up. The 30 days for a free replacement start on your purchase date, whereas the delivery windows above start on the ship date.

If you'd like to see every delivery window for both regions, including free and expedited options, our shipping policy sets them all out in full.

What happens after your parcel arrives

1. Stage one: open the parcel and look inside

   For the vast majority of orders, this is where the story ends, and you won't need to do anything else. Only two paths lead beyond this point. Before you get in touch, take a moment to work out which of them fits your situation, as it makes everything quicker.

2. Path one: you received a different product altogether

   We use the term incorrect item in a specific way. It means the parcel holds a totally different item from the one displayed on our website. Picture ordering a rain jacket and unwrapping a yoga mat, or choosing one product and receiving something else entirely. That mistake belongs to us, so we put it right.

   What we do: we create a replacement order using the same shipping speed as your original item. You don't need to mail anything back, so please hold on to whatever arrived.

3. Path two: 30 days have gone by and nothing has come

   Three things need to be true here. It has been 30 days since you made the purchase, the order hasn't reached you yet, and the tracking does not show the parcel as delivered. When all three apply, you qualify for a free replacement. We won't ask for photos in this case, simply because there's nothing in front of you to photograph.

   What we do: we set up a replacement order on the shipping speed your original item used. There's one exception to this path, and the next stage explains it.

4. The exception: tracking shows delivered, yet the parcel isn't with you

   When the carrier's own website lists a shipment as delivered, whether that carrier is USPS, Canada Post or another service, the 30-day replacement doesn't cover it. The reason is simple. As soon as a carrier records a delivery, the parcel becomes their responsibility instead of ours.

   Your best next step is to call or visit your local post office and give them the tracking number. Parcels marked as delivered very often turn out to be waiting at the local branch, handed to a neighbour, or placed somewhere less obvious at the address. If the post office can't find it, write to us at support@tryisabella.com and share what they told you.

5. Every other case: the correct item came, but you've changed your mind

   It may help to know how our range comes together. Our product research team spends a great deal of time choosing each item, looking at current market demand, at what's trending and at what has already proven popular. All of that happens well before a product appears in our store.

   Running a small business involves significant costs, and we kindly ask you to keep that in mind. For this reason, we trust our customers to research each purchase carefully and to check that the product suits their needs before placing an order.

   What we do: we understand your disappointment, though by this stage the operating costs have already been spent. Every sale is final, and refunds aren't something we can offer.

Requesting a replacement, one step at a time

1. Photograph the item you received. Take three photos, each from a different angle, ideally in natural daylight. Of everything you can do, clear photos speed up a replacement the most, so those couple of minutes are well spent.
2. Send us an email. Attach the photos and send them to support@tryisabella.com, along with your order number and the address you entered at checkout.
3. Let us set up the replacement. It goes out on the same shipping speed you paid for the first time. A new confirmation email will reach you, followed by a tracking number once the parcel has left us.
4. Hold on to the original. After we've created a replacement order, you won't need to return the incorrect item to us.

A helpful tip: if you're claiming the 30-day replacement, you can skip the first step completely. All we need is your order number and your confirmation that the tracking doesn't show the parcel as delivered.

Telling a wrong item apart from a disappointing one

This distinction matters, so here are two examples side by side.

• This counts, and we'll create a replacement. You ordered one product, and something from a different category entirely was delivered. Think of a teapot arriving when you ordered a pillow, or lipstick when you asked for mascara. In other words, the contents clearly don't match the product page.
• This doesn't count, so no replacement is made. The right item reached you, but it doesn't feel quite as you imagined. Perhaps you ordered something weighted and feel it isn't weighted, or you chose a size large and feel it's nearer to a small.

Why the boundary sits where it does: as a small business, we put real effort into making the product details on our website exhaustive. They're there to give you everything you need to decide whether an item is right for you, and to help you hold off on ordering if it isn't what you want or won't meet your needs. So when the correct item has been sent, we don't create a replacement.