Frequently Asked Questions

Once your order has been shipped, you will receive an email with tracking information. The estimated delivery date is determined by the country and shipping method selected. Please note that this date is an estimate, and your order may arrive slightly before, on, or slightly after the estimated delivery date.

To track the progress of your order, check your order history.

If you do not see any tracking information a few days after your order has been shipped, it may take 1–3 days for the tracking information to be updated as the shipping company arranges the shipping space.

If there are no updated tracking details during transportation for less than 5 days but still within the estimated delivery date, please do not worry. Tracking information is typically updated when it reaches important ports or destinations.

If there are no updated tracking details for more than 5 days, please feel free to contact us.

For products that are in stock, please allow 1–5 business days for order processing after placement. If your order includes any pre-order item(s), we will hold off on shipping until all items are available to reduce our carbon footprint and deliver all items to you in one shipment.

We recognise that the current process may not be ideal and we are actively developing a long-term solution to enhance our forecasting to minimise any delays in the future.

Typically, an email containing the tracking number is sent to your account email address once the order has been shipped. If you have not received the email, please consider the following:

1. Verify if the email address used to place the order is correct.
2. Check your spam or junk folder to ensure the email was not filtered.
3. Review your order status in your account to confirm if it has been shipped.

We offer global shipping services from London to the world. For more specific and precise details on our shipping timelines, please visit our shipping policy page for more information.

You may be able to cancel your order within 4 hours of placing it. Kindly contact us with your order number to request a cancellation. Please note that a 5% processing fee of the total order value will be charged for order cancellations.

Clothing items are considered intimate products that come into direct contact with the body. In adherence to our commitment to customer responsibility, we do not offer exchange services. Once your order has been shipped from the warehouse, adjustments cannot be made, and you will need to await its delivery. Following the delivery of your order, you may request a refund within 14 days if the payment was not made using store credit. For additional information, please refer to our return policy.

There are two potential reasons for missing items in your order:

1. Your order is overweight due to too many items or includes pre-order products. We may split the order and ship it in multiple packages. In the case of orders with pre-sale items, we prioritise shipping items currently in stock to ensure you receive them promptly. The remaining pre-order products will be dispatched as soon as they are available. If you have any queries regarding your package tracking, please do not hesitate to contact us.
2. The missing items were caused during packing or transportation. In this case please reach out to us immediately. Please email us with your order number, details of the problem, and provide images of both the items and the outer package you received.

If you have received an incorrect item, please immediately contact us with your order number and details of the incorrect item received. We will work to resolve the issue promptly and ensure you receive the correct item as soon as possible. Please include pictures of the item you received.

Please reach out to us promptly. You can email us with your order number, details about the issue, and include pictures if there is any damage.

Unfortunately we currently do not provide exchange services. If you wish to exchange an item, please place a new order and start a return for the original item. Your refund will be issued once we have received the returned package. For more information on returns, please visit our return policy.

You can initiate returns within 14 days from the date you received all your items. For detailed information, please visit our return policy.

Please ensure the item is returned following the instructions within 3 days after receiving the return address.

Once your return has been processed and received at our facilities, please allow up to 7 days for the refund to be credited to your bank account.

As part of our commitment to transparency, we will send you an email notification once your return package has been received and your refund is being processed. If you do not receive an email from us within 28 days, please contact us for further assistance.

Unfortunately, customers are responsible for covering the shipping fees for returns if the items are being returned for reasons other than quality issues. The specific shipping fees will vary depending on the local shipping company selected by the customer.

Typically, once the return package is delivered, it may take 1–3 days for us to receive and open the package for confirmation. The refund will be processed once the items are confirmed to be in good condition and the return is completed. It usually takes 7 days for the refund to be credited to your account.

Possible reasons for your payment being declined could include:

1. Incorrect card information. Please verify the expiration date, billing address, and security code (located on the back of your Visa/Mastercard).
2. Your card issuer bank declined the payment.
3. Insufficient balance on the card.
4. Inconsistency between the shipping address and billing address. If feasible, we recommend trying to pay with PayPal or other supported payment methods.

Customs and Duties Fees are not included in the total cost. Customers are responsible for paying these fees upon receipt of the package. The amount varies depending on the country and the items ordered.

If an order is refused due to customs fees, the package may be destroyed and cannot be delivered again. Please note that in such cases, a refund will not be issued. We advise customers to review their local customs policy before placing an order.

We accept a variety of payment methods including American Express, Apple Pay, Visa, MasterCard, Discover, Diners Club, Google Pay, Shop Pay, Union Pay, and PayPal.

Please ensure that the billing address provided for credit card payments matches the billing address associated with your bank to prevent potential fraud alerts.

Typically, you will receive a £15 OFF coupon for your first order if you have subscribed to our newsletter and are new to our website. Additionally, we regularly offer various themed activities and promotions that can be found on our webpage. Stay tuned for updates and special offers.

Our products on the webpage are categorised into three inventory statuses:

• In stock: The item is available and typically ships out within 1–5 business days.
• Out of stock: The item is currently unavailable, and the estimated restocking time is uncertain.
• Pre-order: The item is currently unavailable but is scheduled to begin production and is expected to be ready by the specified date.

What sets us apart from other fast fashion brands is our commitment to sustainability, as evidenced by our zero inventory mission and pre-order system.

While we are not yet fully zero waste, we prioritise sustainability in our product creation process. Our pre-order model allows us to involve customers in decision-making and production planning, ensuring that we only produce what is needed and minimising waste.

By normalising pre-order models, we aim to keep the fashion industry current without harming the planet. This approach enables us to maintain a small inventory of each style, reducing the risk of excess waste. Our dedication to environmental conservation drives us to create a positive impact and contribute to making the planet a better place for future generations.

Orders containing in-stock items are usually shipped within 5 business days. Once your order has been shipped, you will receive a shipping confirmation email. If your order includes pre-order products, we will provide you with an estimated delivery time via email.

Our size guide is a general recommendation for selecting the best size, but please note that certain pieces may fit differently depending on their style. For example, oversized sweatshirts and t-shirts may run larger than the standard guidelines. If you have any questions about specific measurements, please do not hesitate to contact us. Our goal is to ensure that you are satisfied with your choice.

Our clothing is designed, crafted, and manufactured in our London factories by skilled artisans, ensuring the production of high-quality garments. We prioritise fair wages, with our workers earning 4–5 times the minimum wage. Stringent standards are upheld for sizing, quality control, and our quality team conducts regular visits to the factories every two weeks. Customer feedback is highly valued. Please feel free to contact us with any input or ideas you may have.

ISIVIS London was launched by model, actor, entrepreneur, and philanthropist Ishita Reha Gupta during the peak of the COVID-19 pandemic in 2021.

Our foundation is rooted in Stakeholder Capitalism, focusing on creating long-term value by considering the interests of our shareholders, customers, supply chains, environment, and broader communities.

If you'd like to join forces with us, don't hesitate to become a part of our Affiliate Program, where you can earn 10% of the total order value from your referrals.

We celebrate the beauty of every size and believe that each size has its unique charm. With our pre-order model, we can provide extended sizes for certain styles and are dedicated to expanding our size inclusivity efforts as we grow.

To register an account, simply visit the registration page and create your account. If you require further assistance, feel free to contact us.

If you have forgotten your password, you can reset it on the login page by clicking on “Forgot your password?” For further assistance, please feel free to contact us.

To explore general partnership collaborations, please reach out to us via email at connect@maisonisivis.com to share your interest. We look forward to hearing from you!