Returns Policy

At ISLY NYC, we want to ensure that your shopping experience is as enjoyable and seamless as possible. We understand that sometimes things don’t go as planned, and that’s why we’re here to clarify our return and damages policy for you.

First and foremost, we want to emphasize that we operate on a no refunds policy for sale or marked down items. We know this can be a bit frustrating, especially when you’re excited about a purchase. However, we believe in the quality and uniqueness of our curated fashion items, and we want you to feel confident in your selections.

If you encounter any issues with your order, we encourage you to reach out to us at help@islynyc.com within 30 days of delivery. Whether it’s a concern about the item you received or a question about its condition, we’re here to help. Our team is dedicated to addressing your concerns and ensuring that you have a positive experience with us.

In the case of receiving a damaged item, please notify us immediately. We take these matters seriously and will work with you to resolve the issue, whether that means providing a replacement or another suitable solution. Your satisfaction is important to us, and we want to make sure you feel valued and supported.

We appreciate your understanding of our policies and your trust in us as your fashion destination. If you have any questions or need assistance, don’t hesitate to reach out at help@islynyc.com. We’re here to help you every step of the way!

 

Eligibility for Returns and Exchanges:

Unused and Unworn Condition 		 

All items must be returned in their original, unused, and unworn condition.
Proof of Purchase A valid proof of purchase (order number, sales receipt, or invoice) is required for all returns and exchanges.

 

Time Frame for Returns and Exchanges:

Standard Returns

You may return or exchange your purchase within 30 days from the date of delivery.

Custom Order

 Custom-made or personalized items are not eligible for return or exchange unless they arrive damaged or defective. Please contact immediately and include photos and description of issue. 

Return and Exchange Process:

  1. Contact Customer Service
    • To initiate a return or exchange, please contact our customer service team at help@islynyc.com
  2. Provide Necessary Information
    • Please provide your order number, item(s) you wish to return or exchange, and the reason for the return. Include photos and any other relevant information.
  3. Receive Authorization
    • Once your request is approved, you will receive detailed instructions on how to proceed.
  4. Packaging and Shipping
    • Securely pack the item(s) in the original packaging, along with a copy of the original invoice. Ship the item(s) to the address provided in the instructions. 

Inspection and Processing:

  • Inspection

    • Upon receiving your returned item(s), our team will inspect them to ensure they meet the eligibility criteria mentioned in section 1.

  • Processing Time

    • Please allow 10 business days for us to process your return or exchange once it is received.

 

Refunds and Exchanges:

  • Refunds

    • Once your return is approved, refunds will be processed back to the original method of payment. Please note that shipping charges are non-refundable, return shipping will be deducted from refund.

  • Exchanges

    • If you request an exchange, we will ship the replacement item(s) as soon as the original item(s) are received and inspected.

 

Damaged or Defective Items:

  • Reporting Damages

    • If you receive an item that is damaged or defective, please contact our customer service team within 7 days of receiving your order.

  • Resolution

    • We will work with you to resolve the issue, which may include a replacement, repair, or refund, depending on the circumstances.

 

Final Sale Items:

  • Clearance and Custom Orders

    • NO RETURNS ON SALE ITEMS or any item that has a SALE price. All sale items are FINAL SALE and are not eligible for return or exchange.

    • Custom-made or personalized orders are considered final sale and are not eligible for return or exchange. 

Domestic Orders Only:

In the event of receiving a faulty item, please email help@islynyc.com or connect with our customer service team via the chat button in the bottom right corner within 7 business days of order delivery. Our team is available M-F from 9 am - 5 pm EST.

Please include photographs of the item within your email. At this point, you may be offered a refund or a replacement. If a replacement is chosen, the item must be sent back in its original packaging, including the original shipping box. Once received, upon inspection of the faulty item, our team will correct the order at our cost.

If you are international and have received a faulty item, please email help@islynyc.com.

 

Interested in Customization? 

Please contact us via email to discuss customization!

 

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