Refund policy
We hope you love your purchase! However, should you need to make a return, you will have 14 days from your order date to do so.
For the return to be processed, products must be returned in their original, pristine condition, free of any wear or damage and in their complete original packaging; this includes any jewelry pouches.
Returns must be shipped out within 14 days of your order date for the return to be processed.
Refund returns postmarked after the 14 days will be processed as store credit.
Isola Joyeria reserves the right to refuse returns that are damaged or show signs of wear.
Products purchased on sale are final sale and cannot be returned, exchanged, nor issued store credit.
Orders placed during sitewide flash sales are final sale and cannot be returned, exchanged, nor issued store credit.
If a qualifying order with a mystery gift is returned, the mystery gift must also be returned to receive a refund. Mystery gifts are not eligible for exchanges or store credit.
Gift cards cannot be returned.
Customer is responsible for return shipping costs. Outbound shipping costs from the original order are non-refundable. When returning items for a refund, a $10 return shipping & re-stocking fee will be deducted from the refund.
Isola Joyeria does not offer repairs. Isola Joyeria is not responsible for maintenance or improper care of the jewelry. Please view JEWELRY CARE for more details.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us within 14 days of purchase at orders@isolajoyeria.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include photos of the defective/damaged item(s) for review.
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.
LOST PACKAGES
Isola Joyeria is not responsible for packages lost in transit, misdelivered, or stolen.
SUBMIT A RETURN REQUEST
Click the profile icon in the store's navigation and then request a return.
- Log in to your account:
- In the Email field, enter your email address, and then click Continue.
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- Click Request return.
If your return request is approved, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@isolajoyeria.com.
INTERNATIONAL ORDERS
International orders can be returned using the carrier of your choosing and by sending package to the following address:
Isola Joyeria Returns
16313 Smithers Rd.
Manor, TX 78653
Please note that for international returns, the return shipping and any reverse duties & taxes are the responsibility of the customer. We recommend insuring your package and contacting us at orders@isolajoyeria.com with tracking details once shipped.
You can always contact us for any return questions at orders@isolajoyeria.com.