Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To avoid any Customs charges please clearly mark the package 'RETURNED GOODS'.
Custom-made items (items made to the customer's specification) may be non-returnable unless faulty.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Isis Pearls is NOT responsible for any return Customs charges made. Any charges incurred are the responsibility of the customer.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at isispearls@gmail.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at isispearls@gmail.com

Shipping
To return your product, you should mail your product to: Isis Pearls, Woodperry Road, Oxford, OX3 9UY, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Custom Orders
Please note that the right to cancel and return for a refund does not apply to custom-made items (items made to the customer's specification) which may be non-returnable unless faulty. Customer's specification may include designs or quantities not normally available to buy through the website. This includes all bespoke custom orders either placed on the website, by email or over the phone.