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Returns & Exchanges
Overview
Every ISSLA piece is made to order by our atelier. We want you to be delighted with your purchase, and we have a 30-day return policy: if you are not satisfied, you have 30 days after receiving your item to request a return for refund or an exchange, subject to the conditions below. These policies form part of our Terms of Service.
Cancellations
You may cancel your order for any reason within 24 hours of order confirmation, provided production has not yet begun. To cancel, email contact@theissla.com with your order number. Once production has begun, materials and labor are allocated to your order and cancellation is no longer available, except in the cases described below.
If your order has not been dispatched within 21 days after the end of the estimated production time, you may cancel it for a full refund, with no deduction of any payment processing fee.
Return Eligibility
To be eligible for a return, your item must be unworn and unaltered, in the same condition in which you received it, with all tags attached, free of perfume, smoke or other odors, and in its original packaging. To begin a return, please contact our client care team at contact@theissla.com with your order number. We will confirm the return instructions and return address.
Non-Returnable Items
Due to their highly specialized nature, bespoke craftsmanship, and the strict international trade regulations governing exotic materials, the following items are final sale and are not eligible for return, exchange, or refund:
- Garments featuring genuine exotic leathers (such as python, ostrich, or crocodile)
- Items made to your individual measurements or personalized at your request (for example, shortened sleeves, adjusted length, tapered waist)
- Custom-design and custom-brand (white-label) pieces
The exceptions are items that are defective in materials or workmanship, damaged, or not as ordered, which are handled as described below.
Defective, Damaged or Incorrect Items
If your item arrives damaged, defective in materials or workmanship, or different from what you ordered, please contact us at contact@theissla.com within 30 days of delivery, with photographs. At your choice, we will repair, replace or fully refund the item. We cover the cost of return shipping, and no payment processing fee is deducted.
Exchanges
If you would like to exchange an eligible item, please contact our client care team with your order number, and we will confirm the available options. As each piece is made to order, transit and production times for replacement items vary and will be confirmed when your exchange is arranged.
Refunds
Once your return is received and inspected, we will email you to confirm receipt. If the return is approved, your refund will be processed to your original method of payment within 10 business days of receipt, less any deduction described below. Items that do not meet the return conditions may be declined or sent back to you at your expense.
Payment Processing Fees
When you pay by card, the card networks and their financial partners (such as Visa, Mastercard and others) charge a processing fee on the transaction. These institutions do not return this fee when a transaction is cancelled or refunded. This amount is retained entirely by the payment networks and is never received by The ISSLA.
Where you cancel an order or return an item at your own request, a deduction equal to the actual processing fee charged to us on your transaction will be made from your refund. This fee will not exceed 6% of the transaction total, plus any fixed per-transaction charge. The remainder of your payment will be returned in full to your original method of payment.
No processing fee is deducted when:
- the item is defective, damaged or not as described
- the wrong item was sent
- The ISSLA cancels the order for any reason, including stock, pricing or other errors, or because the order cannot be shipped to your location
- a delay entitles you to cancel, as described above
- a deduction is otherwise prohibited by applicable law
For orders that cannot be delivered because the delivery address provided was inaccurate or in a restricted jurisdiction, please see our Terms of Service.
Return Shipping
The ISSLA provides complimentary shipping on all original orders. For returns made at your own request, you are responsible for arranging and covering the cost of return shipping, which is non-refundable. As our garments are high-value pieces, we strongly recommend using a trackable shipping service and insuring the shipment for the full value of the item. Returned items that are lost, misdirected or damaged in transit remain at the sender’s risk, except for the return of defective, damaged or incorrect items, for which we arrange or reimburse return shipping.
Need Help?
For any question about a cancellation, return, exchange or refund, please contact our client care team at contact@theissla.com.
