Return and refund policy

Return Policy

Important note: We do not offer free returns — the customer must bear the cost of return shipping.

Can I return my order?

Yes, you can return your order within 30 days of receipt, provided that the following conditions are met:

• The item must be returned in its original condition, including all parts, components and packaging as received.
• The item must show only signs of normal handling; returns will not be accepted if there is damage due to negligence or misuse.
• Products related to hygiene must be returned properly cleaned.
• The product must have been delivered with obvious defects at the time of receipt.
• The customer is responsible for the shipping costs associated with the return.

Returns are processed within 7 working days. If the conditions are met, the return will be confirmed within this period.

Isabella London reserves the right to refuse returned items if there are signs of use or damage that are not attributable to us.

How do I return my order?

If your order meets the above conditions:

Send an email to: info@isabella-london.uk

Your email must include the following information:

• Order number
• Reason for return
• A photo of the product (in case of damage)
• Customer's full name
• Customer address

Important: Do not send the return to the sender's address. Isabella London will provide you with the correct return address after reviewing your request.

Cancellation Policy (Right of Withdrawal)

In accordance with consumer rights legislation, private customers (not acting as businesses) have the right to cancel their order under the following conditions:

A. Right of Withdrawal

You have the right to cancel your order within 30 calendar days from the moment you, or a designated third party (other than the carrier), receive the last item in the order.

Because our system is fully automated, orders are processed immediately and cannot be cancelled once they are in transit. In this case, you must wait to receive the products and follow the return procedure. However, you may notify us of your intention to cancel.

How to cancel your order?

You must send a clear written request to Isabella London by email, stating your intention to cancel the order.

The cancellation will only be considered effective once we have received the returned products.

The customer assumes the shipping costs for the return.

What happens after cancellation?

We will refund all payments received, except shipping costs, unless you have selected a more expensive delivery method than the standard option.

Refunds will be made using the same payment method used for the original purchase.

We will process the refund within a maximum of 30 days after receiving the returned products.

Note on shipping

As Isabella London ships from Asia, delivery times may be longer. If your order is already in transit, it will not be possible to cancel it. You will need to wait for it to arrive and then start the return process. You can inform us of your intention to cancel during this time.

To speed up the refund process, we recommend that you provide proof of return shipment.