Return Policy
It is our hope and goal to provide exceptional service to our customers. If possible, we will always look to offer a Product Exchange, like for like, and the matter can be solved quickly. For any product exchange, wrong sizes etc... please email us directly at returns.isabellasofiashop@gmail.com. We will need your order information along with reasons for your exchange. Once approved, we will give step-by-step instructions on how to return your item and when to expect your replacement.
****Once the order is processed and shipped we can't make any adjustments to your order, or cancel it. You will need to follow the return policy!!!****
For all other returns, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
If you purchased the Buyer Protection Insurance, you would complete the return process through that program. The Buyer Protection Program covers product loss, damage, and delay. Once your purchase is complete, you will receive an email with your Buyer Protection coverage details, as well as instructions on how to report an Issue.
For all other Returns:
To be eligible for a return, the following conditions must be met:
- Initial Contact with our returns team must be within 30 days of when you received your product.
- All costs for shipping (if any), duties or taxes are non-refundable.
- All items must be in their pre-worn condition, new, never washed and with all accompanying tags attached and hygienic packaging materials included.
- Any item with Protective or Sanitary liners must be intact, unworn and in the condition that the product was received.
- Items to be returned must be in all original packaging.
- Receipt/Proof of Purchase.
To start a return, you can contact us at returns.isabellasofiashop@gmail.com, with the reasons for your return and proof of damaged or incorrect product. The buyer is 100 percent responsible to pay for the return shipping to our address in Florida. Once the item has been received, inspected, and properly reviewed, we will process your refund. We expect all returns to be completed within 5-7 business days of receipt. Once approved, please allow up to 30 days for the credit to appear in the account/method for which you paid.
Refunds
Once your return has been received and inspected by our returns team, we will notify you if approved for return. Please allow up to 30 days for the credit to appear in the account/method of payment made at the time of purchase.
There may be items that are ineligible for return, including personalized items. You will be notified as that information will be available on the product information page. There will be a "This item is not eligible for exchange/return" on the individual product page.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to resolve any item issue is an exchange. Please contact us directly at returns.isabellasofiashop@gmail.com with the issue and a request for an Exchange. Once approved, we will give you instructions on where to return your product and when you should expect to receive your exchanged item. The buyer is 100 percent responsible to pay for the return shipping to our address in Florida.
⚠️ Chargeback Policy
At Isabella Sofia, we strive to handle all transactions fairly and transparently. However, in the event that a customer files a chargeback after already receiving a refund (or while in the process of receiving a refund), or files a chargeback after receiving the item without first attempting to resolve the issue with us, or files a chargeback after an assessment by our team that a refund or return is not appropriate, Isabella Sofia reserves the right to take further action.
⚠️ Chargeback Consequences: If a chargeback is filed under these circumstances, Isabella Sofia reserves the right to refer the chargeback amount to approved Debt Collection agencies for recovery. This action is taken to protect our business from fraudulent or unfair chargeback claims. We encourage all customers to communicate with us directly to resolve any issues before initiating a chargeback.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving your order, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, including all contents. You’ll also need the receipt or proof of purchase. The buyer is 100 percent responsible to pay for the return shipping to our address in Florida.