Refund policy

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

Your statutory rights during the first 14 days are explained below. Our additional return period from day 15 to day 30 is a voluntary return policy offered by Iselle.

For returns requested after the statutory 14-day withdrawal period and up to 30 days after receiving your order, your item must be in the same condition that you received it, unworn or unused, with tags where applicable, and in its original packaging. You’ll also need the receipt, order number or other proof of purchase.

To start a return, you can contact us at info@iselle.net.

Once we receive your request, we’ll provide you with instructions on how and where to send your package. Please do not send your return to an address shown on the original parcel unless we have specifically instructed you to do so.

You can always contact us for any return questions at info@iselle.net.

Damages and issues

Please inspect your order upon reception and contact us as soon as reasonably possible if the item is defective, damaged, incorrect or otherwise does not correspond to what you ordered, so that we can evaluate the issue and make it right.

Your rights regarding defective or non-conforming goods are separate from your right of withdrawal and are protected by applicable consumer law.

If an item is defective, damaged or incorrect, we will cover the necessary return costs where required by applicable law.

In Belgium, consumers benefit from the applicable statutory legal guarantee for consumer goods.

In the Netherlands, statutory guarantee rights apply for as long as the product can reasonably be expected to function, depending on the nature of the product and the circumstances.

Nothing in this policy limits your statutory rights concerning defective or non-conforming goods.

Exceptions / non-returnable items

Certain types of items may be excluded from the statutory right of withdrawal where permitted by applicable law.

These include goods that are made to your specifications or clearly personalized, goods that deteriorate or expire rapidly, and certain sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken.

For health and hygiene reasons, certain sealed personal care, skincare, cosmetic and beauty products cannot be returned after their protective hygiene seal has been broken, where the product is not suitable for return once unsealed.

Opening the shipping package or ordinary external packaging does not, by itself, remove your right of withdrawal.

The hygiene exception does not affect your rights if the product is defective, damaged, incorrect or otherwise does not conform to your order.

Please get in touch at info@iselle.net if you have questions or concerns about your specific item.

Sale, discounted or promotional items remain covered by the statutory 14-day right of withdrawal where applicable.

However, sale or clearance items may be excluded from our voluntary extended return period from day 15 to day 30.

Any exclusions in this section apply only to the extent permitted by applicable consumer law.

Exchanges

The fastest way to ensure you get what you want is to return the eligible item you have and, once the return has been processed, make a separate purchase for the new item.

European Union 14-day cooling-off period

If you are a consumer purchasing online in Belgium or the Netherlands, you generally have the statutory right to withdraw from your purchase within 14 days after receiving the goods, without giving any reason.

To exercise your right of withdrawal, you must clearly inform us of your decision before the withdrawal period expires.

You can do this by contacting us at info@iselle.net, by using the applicable model withdrawal form, or by using the electronic withdrawal/cancellation function available on our website where required by applicable law.

You do not need to provide a reason for exercising your statutory right of withdrawal.

After informing us that you wish to withdraw from your purchase, you must return the goods without undue delay and no later than 14 days after notifying us.

During the statutory 14-day withdrawal period, you may inspect and handle the product to the extent reasonably necessary to determine its nature, characteristics and functioning.

The product does not automatically have to be unused or in its original outer packaging for you to exercise your statutory right of withdrawal.

However, you may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to inspect it.

For sealed products that are not suitable for return for health or hygiene reasons, including certain personal care, skincare, cosmetic and beauty products, the statutory right of withdrawal may cease once the protective hygiene seal has been broken.

If you exercise your statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods, provided that you were informed of this before completing your purchase.

Your statutory consumer rights are not affected by our voluntary 30-day return policy.

Refunds

If you validly exercise your statutory right of withdrawal, we will reimburse the payments received from you for the relevant purchase, including the cost of our least expensive standard delivery option offered for your order.

If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional cost above the price of our standard delivery option.

We will make the refund without undue delay and no later than 14 days after being informed of your decision to withdraw from the purchase.

For physical goods, we may withhold the refund until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.

Refunds will be made using the same payment method used for the original purchase, unless you expressly agree otherwise.

You will not be charged a fee for receiving the refund.

Where permitted by law, we may make a deduction for any reduction in the value of the goods resulting from handling beyond what was necessary to determine their nature, characteristics and functioning.

For returns made under our voluntary return policy between day 15 and day 30, we will notify you once we’ve received and inspected your return and let you know whether the return meets the conditions of our extended return policy.

If approved, the eligible purchase amount will be refunded to your original payment method.

Please remember that it may take additional time for your bank or credit card provider to process and post the refund.

For any questions regarding returns or refunds, please contact us at info@iselle.net.