Return & Refund Policy

Effective Date: August 13, 2026

At Isalora, we want you to feel confident when shopping for your favorite T-shirts, Sweaters, and Hoodies. If your purchase does not meet your expectations, our Return & Refund Policy provides a clear and straightforward process for requesting a return and receiving an eligible refund.

This policy explains the return period, eligibility requirements, return process, refund processing timeframe, and other important conditions that apply to purchases made through Isalora.

By placing an order with Isalora, you acknowledge and agree to the terms outlined in this Return & Refund Policy.

1. Return Period

Isalora accepts eligible return requests within 60 days of the date your order was delivered.

To qualify for a return, the request should be submitted within the 60-day return period. Returns requested after this period may not be accepted unless otherwise required by applicable law.

The return period begins on the date the carrier records the order as delivered.

2. Return Eligibility

To be eligible for a return, merchandise should be returned in a condition that allows Isalora to determine that the item remains suitable for resale.

Generally, returned products should be:

• Unworn and unused
• Unwashed
• Free from stains, makeup, perfume, deodorant, pet hair, or other noticeable odors
• Free from damage caused after delivery
• Returned with original tags attached when applicable
• Returned with original packaging when reasonably available
• Accompanied by the relevant order information

We recommend trying on apparel carefully and keeping the product clean and undamaged until you have decided whether you want to keep it.

Products that show substantial signs of use, washing, alteration, damage, or wear may not qualify for a refund.

3. Items Covered by This Policy

This Return & Refund Policy applies to eligible merchandise purchased directly from Isalora, including our apparel collections such as:

• T-shirts
• Sweaters
• Hoodies

Specific product conditions may vary depending on the nature of the merchandise. If a product page contains return-related instructions that apply specifically to that product, customers should review those instructions before submitting a return request.

4. No Return or Restocking Fees

Isalora does not charge a restocking fee for eligible returns.

There are no additional fees deducted from an eligible refund for restocking or return processing.

Customers should still contact Isalora before sending a return so that the return can be properly documented and processed.

5. How to Request a Return

To start a return, contact our customer support team at:

Email: support@isalora.com

Please include the following information in your message:

1. Order number
2. Name used when placing the order
3. Email address associated with the order
4. Product or products you wish to return
5. Reason for the return
6. Any relevant photographs if the product is damaged, defective, or incorrect

Providing complete information helps us review your request efficiently.

After receiving your request, Isalora will review the information and provide instructions for proceeding with the return when the request is eligible.

Please do not send merchandise to an address obtained from an unrelated source or use an unauthorized return address. Wait for our return instructions before shipping your package.

6. Return Process

The general return process is as follows:

Step 1: Contact Isalora

Email support@isalora.com within 60 days of delivery and request a return.

Step 2: Provide Order Information

Provide your order number and the details of the item or items you want to return.

Step 3: Receive Return Instructions

Our support team will review the request and provide the appropriate return instructions if the item qualifies.

Step 4: Prepare the Package

Pack the merchandise securely to help prevent damage during transportation. Include the required order information according to the return instructions provided by Isalora.

Step 5: Ship the Return

Send the package using the return instructions provided by our support team.

Step 6: Return Review

Once the returned merchandise is received, Isalora will inspect the item to confirm that it meets the applicable return conditions.

Step 7: Refund Processing

If the return is approved, the applicable refund will be processed within 12 days after the returned merchandise has been received and approved.

7. Return Shipping

Customers should contact Isalora before sending a return because return shipping arrangements may depend on the reason for the return and the circumstances of the order.

If you received the wrong item, a defective item, or an item that arrived damaged, please contact support@isalora.com before returning the merchandise. Include photographs where appropriate so our team can assess the issue and provide the correct instructions.

For returns based on personal preference, such as choosing the wrong size, color, or style, return shipping arrangements may be handled according to the instructions provided by Isalora.

No restocking or return processing fee will be charged.

8. Damaged Items

If your order arrives damaged, contact Isalora as soon as reasonably possible after delivery.

Please provide:

• Order number
• Description of the damage
• Photographs of the damaged product
• Photographs of the packaging when available
• Any other information requested by our support team

Do not discard the product or shipping packaging before contacting us if the damage may need to be investigated.

Our team will review the information and determine the appropriate resolution based on the circumstances.

9. Incorrect Items

If you receive an item that differs from what you ordered, please contact support@isalora.com.

Include your order number and a clear description of the item received. Photographs may also be requested to help us verify the issue.

If Isalora confirms that an incorrect item was sent, we will provide appropriate instructions for resolving the issue.

Please do not return an incorrect item before receiving instructions from our support team.

10. Defective Products

If a product has a manufacturing defect or another issue that appears to have existed when the item was received, contact us at support@isalora.com.

Please describe the issue clearly and provide photographs where possible.

Normal wear and tear, accidental damage, improper washing, improper care, alterations, or damage caused after delivery may not be considered manufacturing defects.

Each reported issue will be reviewed based on the condition of the merchandise and the information provided.

11. Items That May Not Qualify for Return

A return may be refused or a refund may be adjusted when merchandise does not meet the applicable return requirements.

Examples may include items that are:

• Worn beyond reasonable fitting or inspection
• Washed
• Altered
• Stained
• Damaged after delivery
• Heavily soiled
• Exposed to strong odors
• Missing required tags when tags are necessary to establish eligibility
• Returned after the 60-day return period
• Purchased from a third party rather than directly from Isalora

The final eligibility determination will be based on the condition of the returned merchandise and the circumstances of the return.

12. Refund Eligibility

Once a returned item reaches Isalora, the merchandise will be reviewed.

If the return meets the requirements of this policy, the refund will be approved and processed.

The 12-day refund timeframe refers to Isalora's refund-processing period after the returned merchandise has been received and approved.

The time required for the refund to appear in the customer's account may vary depending on the original payment method and the customer's financial institution or payment provider.

13. Refund Method

Approved refunds are generally issued to the original payment method used to complete the purchase.

For example, if an order was paid using a particular card or supported payment account, the refund will generally be returned through the same payment channel.

Isalora does not normally send refunds to an unrelated payment method or third-party account.

Customers should ensure that the original payment account remains active when possible.

If the original payment method is no longer available, contact support@isalora.com so our support team can review the circumstances and explain the available options.

14. Full or Partial Returns

Customers may return eligible items according to the conditions of this policy.

If only part of an order is returned, Isalora will process the refund applicable to the approved returned merchandise.

The refund amount may depend on the products actually returned and approved.

A return of one item does not automatically result in a refund for other items that were retained by the customer.

15. Original Shipping Charges

The treatment of original shipping charges may depend on the reason for the return and the circumstances of the order.

For eligible returns caused by receiving an incorrect, damaged, or defective product, contact Isalora before returning the item so that our team can review the situation and provide the appropriate resolution.

For returns based on customer preference, such as changing one's mind, selecting the wrong size, or no longer wanting the item, applicable shipping costs may be handled according to the return instructions provided by Isalora.

No restocking fee is charged.

16. Exchanges

If you would like to change an item for another size, color, or product, contact support@isalora.com before sending the merchandise back.

Exchange availability depends on current inventory.

Because inventory can change quickly, an exchange for an identical product, size, or color cannot always be guaranteed.

If the requested replacement is unavailable, Isalora may provide another appropriate resolution depending on the circumstances and the applicable order information.

17. Return Tracking

When returning an item, customers are encouraged to use a shipping service that provides shipment tracking.

Keep the return tracking number and shipping receipt until the return has been received and the refund has been processed.

Tracking information can help establish when a package was shipped and whether it reached its destination.

Isalora cannot be responsible for a return shipment that is lost or damaged while being transported by a third-party carrier when the customer independently arranges the return shipment.

18. Refund Delays

Isalora's standard refund processing period is within 12 days after an eligible return has been received and approved.

After Isalora processes the refund, the payment provider or financial institution may require additional time before the funds become visible in the customer's account.

If you believe your refund has not appeared after the applicable processing period and any additional payment-provider processing time, contact support@isalora.com.

Please provide your order number so that our support team can review the refund status.

19. Return Deadline

The return request must be initiated within 60 days from the delivery date.

Customers should not wait until the final day of the return period if they already know that they want to return an item. Early contact allows sufficient time for return instructions, shipping, receipt, and review.

Returns submitted after the 60-day period may not be accepted unless otherwise required by applicable law.

20. Customer Responsibility

Customers are responsible for taking reasonable care of merchandise while it is in their possession.

Before returning an item, make sure that it is appropriately packaged to minimize the risk of damage during transportation.

Customers should also retain proof of shipment and tracking information until the return has been completed.

Providing accurate order information and following Isalora's return instructions helps prevent unnecessary delays.

21. Policy for Promotional Orders

If a product was purchased as part of a promotion, discount, bundle, or special offer, additional promotional terms may apply.

Where a promotional offer contains specific return or refund conditions that were clearly disclosed at the time of purchase, those conditions may affect the calculation or eligibility of a refund.

If you are uncertain about how a promotional purchase will be handled, contact support@isalora.com before initiating the return.

22. Third-Party Purchases

This Return & Refund Policy applies to purchases made directly through Isalora.

If you purchased an Isalora product through another retailer, marketplace, reseller, or third-party website, you should contact the seller from which you made the purchase.

Third-party sellers may have their own return procedures, deadlines, and refund conditions.

23. Contact Information

If you need assistance with a return, refund, damaged item, incorrect order, or other purchase-related issue, our support team is available during the following hours:

Store: Isalora
Email: support@isalora.com
Support Hours: 8:00 AM – 7:00 PM EST, Monday – Saturday

When contacting us, please include your order number and a clear explanation of the issue whenever possible.

24. Policy Updates

Isalora may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, return procedures, or applicable requirements.

The latest version will be published on our website. Updates become effective on the date shown at the beginning of the revised policy unless otherwise stated.

Customers are encouraged to review this policy before submitting a return request.

25. Return & Refund Summary

For quick reference, the main terms of the Isalora Return & Refund Policy are:

Isalora is committed to providing a transparent and customer-friendly return experience. If you need to return an eligible purchase, contact us within the 60-day return period so our team can guide you through the process.

Eligible refunds are processed within 12 days after the returned merchandise has been received and approved, and no restocking or return processing fees are charged.