Return Policy
At ISIVIS London we put love and attention into hand-crafting our products, but we understand that they may not always meet your expectations. If you are not completely satisfied with your purchase, you can request a return or exchange within 7 business days from the delivery date of your order.
How to Start a Return
To start a return or exchange process, please contact us at connect@maisonisivis.com. When submitting your request, please include the following details:
- Order number
- Name of the item(s) you wish to return or exchange
- Reasons for the return or exchange
- Photos of the item(s) you wish to return or exchange, clearly displaying the item(s) and attached tags
Ensure that the photos clearly show the tags on the item(s) to confirm they have not been removed. We will process your request within 24 hours and provide further instructions. Please note that we only accept returns for Gift Cards or exchanges.
Return Conditions
Returned items must meet the following criteria to avoid rejection:
- The item is unworn and in original condition with all tags attached
- No marks or stains, including makeup and spray tan
- Hygiene stickers intact (Swimwear)
- No odours, such as deodorant, perfume, body odour, or washing powder
- Earrings cannot be returned for hygiene reasons
- Accessories (press-on nails, necklaces, glasses, gloves, and leggings) are non-returnable
- Proof of purchase is available
Return Address
Our return address is located in London. Please do not send packages to the waybill address, as they will be refused. Contact us at connect@maisonisivis.com for the full return address.
Return Process
Once we confirm the item has been returned correctly, a gift card will be emailed to the address associated with the order and will be valid for 12 months.
Exchanges
If you wish to exchange for a more expensive product, you will need to cover the price difference. For a less expensive replacement item, we will email you a gift card with the difference value.
Faulty Items
While we strive for perfection, if you receive a faulty item, please notify us within 7 business days of delivery. We will replace the item with a new one or provide a gift card of equal value if you prefer.
Please Note
- Retain tracking information for the return package.
- Original shipping fees are non-refundable.
- Customers are responsible for return and exchange shipping costs.
- We do not provide shipping labels.
Final Sale Items (Clearance)
Final Sale styles are not eligible for returns unless confirmed faulty by our team. Unauthorised returns of Final Sale items will be refused.
Lost Items
ISIVIS London is not responsible for customs fees, taxes, or lost or stolen items. Additionally, we are not liable for incorrect shipping information provided by customers.
Need help with a return? Contact us or email connect@maisonisivis.com