FREQUENTLY ASKED QUESTIONS
What type of payments do you accept?
We have multiple payment options according to your location!
European debit banking:
- iDeal - The Netherlands
- MisterCash - Belgium
- SoFort Banking, Giropay, Visa Electron - Europe
- PayPal - bank deductions and credit cards
- Creditcards - Visa, Mastercard & American Express
*There is a 3.5% surcharge with American Express payments
Can I return or exchange items that were purchased on sale?
All final sale items can ONLY be exchanged. For our full return & exchange policy, click here.
How can I track my order?
Once your order has been shipped, you will be emailed your tracking information. If you are unable to access this email or did not receive it, please contact us at firstname.lastname@example.org.
Please note, for small orders that will be sent in an envelope to these countries below - you will not receive tracking information. To guarantee you have low shipping costs for small buys like a choker or sunnies, it will be shipped as a letter without tracking. Gotta keep those costs down hunny! For more information about our shipping policy, click here.
Belgium, Spain, France, Germany, Norway, Italy, Monaco, Greece, Bulgaria, Estonia, Austria, Denmark, Finland, Ireland, Hungary, UK, Luxembourg, Sweden.
Will I have to pay international taxes if I am shipping outside Europe?
Isabelli cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance if you are needed to. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Isabelli, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to Isabelli. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
Do I need to make a new account if I already had an account with www.myisabelli.com?
Yes! If you were a previous customer on our old website, you still need to make a new account to purchase items on our new website. Your account information should be saved once entering the email you previously used. You will only need to make a new password!
Do you have a store?
No, we like to rock it online! During the summer we have a pop-up shop in Amsterdam.
How can I change something in my order?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 2-5 hours and you will be unable to make any changes once it’s been processed.
I want to give my bestie a gift certificate, how do I buy one?
Now that's what we call a true bestie! Our gift certificates are called BabeCards and they can be bought here. You can choose for the following amounts: €25, €50 or €75. Want to do another amount? Email us and we can arrange that for you! If you are only purchasing the BabeCard, and you want to receive it as an e-card, then you don't need to pay shipping because you will receive it by email. Please use discount code: freeshippingbabecard - when checking out and the shipping costs will be distracted. (This discount code is only valid for BabeCards). If you want to receive a physical BabeCard, then you do need to pay for the shipping costs as we will ship you the card.
I received a BabeCard, how do I use it?
Lucky you rockstar! To use the credit on your BabeCard, add your desired items to your cart like you normally would. When checking your cart, there is a box labeled “Discount Code” - apply your unique code there. The BabeCard amount will be deducted from your order total. BabeCards expire after 2 years and may be combined with any other promotions or sales. The full amount of the BabeCard must be used in full when using the unique code. You will not be able to use left over credit if you don't buy something worth the total credit.