Returns & Refunds

Last updated: 19/02/2026

At Isley, we approach every order with care and intention. If a return is needed, our policy is designed to be clear, fair and aligned with UK consumer protection standards, while respecting the realities of international fulfilment.

In accordance with the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, without providing a reason.

To qualify for a return:

  • Items must be unworn, unused and unwashed

  • All original tags must remain attached

  • Items must be returned in their original condition and packaging

Certain items, such as intimate or hygiene-sensitive products, may not be eligible for return unless faulty.

Before sending any item back, you must contact our customer support team within 14 days of delivery to receive return instructions.

This is essential, as return addresses may vary and, in some cases, may be international, depending on the fulfilment location of your order.

Returns sent without prior authorisation may not be accepted.

As Isley operates with international fulfilment partners:

  • Return addresses may be located outside the UK

  • Customers are responsible for return shipping costs in cases of change of mind

Please note that any customs duties, import taxes or clearance fees paid at the time of delivery are non-refundable, as these charges are collected by local authorities, not by Isley.

This does not affect your statutory rights if an item is faulty or misdescribed.

  • Customers are responsible for safely packaging returned items

  • We strongly recommend using a tracked and insured delivery service

The customer remains responsible for the item until it is received at our processing centre. Unfortunately, we cannot accept responsibility for items lost or damaged in transit.

Once your return is received and inspected:

  • Approved refunds are processed within 14 days

  • Refunds are issued to the original payment method

  • Original shipping charges are non-refundable, except where the item is faulty or incorrect

If returned items do not meet the return conditions, a refund may be refused.

If your item is faulty, damaged or not as described, please contact us as soon as possible.

Under the Consumer Rights Act 2015:

  • Within 30 days of delivery, you are entitled to a full refund for faulty items

  • After 30 days and up to 6 months, we reserve the right to offer a repair or replacement before issuing any refund

  • If a repair or replacement is not successful or not possible, a refund may be issued, which may be partial depending on usage

In confirmed fault cases, Isley will cover reasonable return shipping costs.

Returns cannot be accepted for items that:

  • Show signs of wear, use or damage

  • Are returned outside the allowed timeframe

  • Are returned without prior authorisation

  • Are not in their original condition

This does not limit your legal rights where an item is faulty.

Customers are responsible for:

  • Initiating returns within the stated timeframe

  • Following provided return instructions

  • Ensuring items are securely packaged and safely returned

Isley is responsible for:

  • Providing clear and accurate return guidance

  • Handling returns and refunds fairly and promptly

  • Respecting all applicable UK consumer protection laws

Email: contact@isleystore.com
Isley — United Kingdom

At Isley, clarity is part of our design philosophy. From the way our pieces are curated to how returns are handled, our commitment is to offer a transparent, respectful and refined experience — guided by care, balance and trust in every interaction.