Returns Policy

If you have received an order and are not satisfied with any of the items, you may request a return, provided that the following conditions are met.

Conditions for Return Acceptance

In accordance with the Spanish Retail Trade Law and EU Directive 97/7/EC, Isolée will not accept returns of products that can be easily copied or reproduced immediately.

Any return must be agreed upon by both parties. Isolée reserves the right to request compensation for any damages to the goods, as well as to recover the direct costs caused by the return.

Returns will only be accepted in the following cases:

• Right of withdrawal: Within 14 working days from the receipt of the order, the buyer may exercise the right of withdrawal. The product must be in its original condition, unused, with its packaging and labeling intact.
• Defective or faulty product: If the item has a manufacturing defect, we will replace it with an identical one at no extra cost.
• Inability to deliver the product: If, for reasons beyond Isolée’s control, we are unable to supply the item, the corresponding amount will be refunded.
• Shipping error: If the product received does not match the one ordered due to an error attributable to Isolée, the return will be accepted at no extra cost.
• Exchanges for size, color, or other items: You must place a new order for these changes.

Return Process

1. Request the return by sending an email to isolee@isolee.com within 14 working days from the date the order was received. Please include the order number and the reason for the return.
2. Once your request is approved, we will contact you with instructions.
3. Within 5 business days from your request, our courier will collect the item at the time you indicate. Shipping costs will be covered by the customer.
4. Alternatively, you may use your own courier service, with prepaid shipping costs.
5. The item must be in its original packaging, unused, with tags intact.
6. Once received and inspected at our offices, you will receive an email confirming the acceptance of the return.
7. The refund will be processed within 30 business days, excluding shipping costs (unless the reason for the return is attributable to Isolée).
8. The refund will be made using the original payment method, except in the case of cash on delivery, where the refund will be issued via bank transfer (cash on delivery fees are non-refundable).

Samples and Promotional Gifts (GWP)

From time to time, Isolée includes samples or promotional gifts (GWP – Gift With Purchase) with your order. These gifts are subject to stock availability and specific promotional campaign conditions, and therefore cannot be guaranteed or claimed with every purchase.

If the GWP is not received due to lack of stock or a logistical error, Isolée reserves the right to offer an equivalent gift with your next order, upon prior communication with the customer.

Promotional gifts are not eligible for return or refund, and are not considered part of the contractual value of the purchase.