All return & exchange questions and requests are conducted via email only –NOT BY TELEPHONE. Contact the returns department at firstname.lastname@example.org (type 'Returns' in the subject line); allow a 1-2 business day (M-F 8am-4pm EST - (Emails received Friday, Saturday & Sunday will be answered on Tuesday)) response time to your email
Due to the nature of our apparel, in most cases a onetime wear, special event or seasonal wear, ALL SALES ARE FINAL. We offer a onetime courtesy size or color exchange on major apparel items in the exact same style as originally ordered. No Returns for Refund – Exchange Only. SHOES & ACCESSORIES ARE FINAL SALE WITH NO RETURN & NO EXCHANGES (see final sale list below).
A Return Authorization Number (RA#) is required on the outside of all return packages; do not send a return without a valid RA#. Returns without an RA# are refused, unopened and returned to sender. TO GET AN RA# PLEASE COMPLETE THE EXCHANGE INSTRUCTIONS ON THE 'EXCHANGES' PAGE.
NEED TO MAKE A PRODUCT EXCHANGE? Click here to exchange your unworn major apparel item ‘EXCHANGES’.
NEED TO CANCEL YOUR ORDER? Click here to complete our ‘ORDER CANCELLATION FORM’ and email it back to us.
NEED TO CHANGE AN ITEM ON YOUR ORDER? Email us or add a note to your order immediately for pending order changes – please note that changing your order may delay the delivery time frame.
INCORRECT, MISSING OR DEFECTIVE MERCHANDISE? If there is a problem with your order such as incorrect, missing or defective merchandise please complete our ‘MERCHANDISE CLAIM FORM’ and email it back to us. Initial contact must be made within 72 hours (3 days) from date of delivery (if delivered on the 14th you must contact us by the 18th - via email). If merchandise is being returned it must be accepted by the carrier no later than 10 days from the date of delivery. There are ABSOLUTELY NO EXCEPTIONS to this time frame. It is up to you to check your merchandise upon delivery and follow the claim instructions within a timely manner; this is more than enough time. Please read full policy details by clicking the 'Merchandise Claim Form' link above. Missing item? Please login to your account to ensure it was not shipped separately before contacting us.
30 DAY EXCHANGE POLICY (to make an exchange please click the 'Exchanges' link at the top of the website):
- All sales are final with a courtesy onetime size or color exchange on major apparel items in the same style as originally ordered. (Shoes & accessories are final sale with no return or exchange available)
- New, unworn major apparel items may be exchanged once within 30 days from delivery. Return must arrive to Isabella’s Fate within 30 days from receipt of delivery to the customer.
- Major apparel items are dresses, gowns, suits, outfits, apparel sets, shirts, vest & slacks.
- Shoes & accessories are final sale with no returns and no exchanges possible.
- No fee on exchanges totaling under $149 (some exclusions apply)
- 15% restocking fee on exchanges in which the merchandise being returned totals $150 or more.
- 15% restocking fee on communion dresses priced $80 or more & custom designed merchandise exchanges
- Additional fees may apply on returns and/or exchanges see fee list by clicking link below:
- See full fee list here
30 DAY POLICY TIME FRAME FOR EXCHANGES & 10 DAY FOR CLAIMS:
As we are sure you will agree, all of our customers expect a fresh, new product and we cannot, in good faith, resell any product that has been in someone else’s home and possession for an extended period of time. Isabella’s Fate must have possession of the return within 30 days from receipt of delivery of the original order to the customer.
Merchandise claim returns must be shipped within 10 days from delivery date. This means the return package must simply be handed to the carrier and accepted by the carrier within this time frame (carrier will update this information). Please do not return the package until you receive RA# and return information.
THESE TIME FRAMES ARE *NOT NEGOTIABLE*; this is ample time to ship return merchandise, it is up to the customer to comply with time frames.
EXCHANGE DELIVERY TIME:
When an exchange is made a new order is placed and delivery time depends on the shipping method selected by the customer on the new order. Select a delivery time on the new order which will allow delivery by your need by date. Isabella’s Fate is not responsible for the time frame in which a customer chooses to order, last minute ordering is dangerous because you never know if an exchange might be needed so order in plenty of time; Isabella’s Fate recommends making your initial order at least 4-5 weeks prior to the wear date. Shipping costs are non refundable, return & exchange shipping costs are the responsibility of the customer.
FINAL SALE PRODUCTS WITH NO RETURNS OR EXCHANGES:
Including but not limited to: shoes, socks, footwear, gloves, headwear, hair accessories, underwear, slips, petticoats, neckties, bow ties, baskets, pillows, dress accessories, suit accessories, gift sets, bibs, blankets, outwear, coats, jackets, boleros, seasonal items, undergarments, cummerbunds, sashs, pins, garment bags, purses, suspenders, any other accessory items, clearance, discontinued, overstock or sale products.
COLOR MATCH/DIGITAL IMAGE POLICY
See full color match policy here: http://isabellasfate.com/Color_Match_Policy-W6.aspx#.UmAs2PmTh8E
OVER ORDERS NOT ALLOWED:
We're sorry, we do not allow over orders on the same order. This means that products cannot be ordered in two different sizes, colors or styles on the same order with sole purpose of choosing the one liked best and returning the other. We offer a onetime size or color exchange only and the exchange item must be made on a separate order. No Exceptions
SIZING & APPAREL FIT: (Measure your child!)
Unlike department stores our products cannot be tried on in the dressing room for fit. This is why the accurate, product specific size charts (proven accurate to within 1”) located on each product page are so very important. For the best fit it is recommended that you take your child’s measurements and compare to these size charts. Our customer care representatives can help select the best fit and we offer measurement help located at the footer of the website.
Please note: While we are happy to help with fit, we cannot, however, be held liable if product arrives and does not fit. Since our representatives are unable to measure the child themselves and depend on 3rd party measurement information it is impossible to guarantee fit and lack of fit does not constitute a return without exchange.
CONDITION OF RETURN, INSPECTION & RETURN REFUSAL
It is important to return your product as you received it. Please click on this link to view our section regarding returned merchandise inspection, condition, possible fee and reasons for possible refusal of your returned merchandise. http://isabellasfate.com//Return_Inspection-W13.aspx
COUPON USAGE & PRICE DIFFERENCE ON EXCHANGE ORDERS
It is important to know that a coupon cannot be used on the new exchange order that was not used on the original order and if a coupon was used on the original can be used on the new exchange order. Reorders for merchandise exchange must be equal to the cost of the original merchandise being replaced. Unless there is a $ +/- price variation from size differences. Think of these orders simply as a straight exchange which should both be equal in cost (less possible up/down sizes). For all details please click on this link: http://isabellasfate.com/Coupon_Usage_on_Exchanges-W14.aspx
DELIVERY DATES ARE NOT GUARANTEED:
Isabella's Fate in no way guarantees delivery dates as noted on our Policy & Shipping page and as such does NOT accept returns if your order delivers past your need by date. Isabella's Fate recommends ordering at least 4-5 weeks prior to need by date.
Is contingent on a paid & completed order; full order returns (without an exchange) will void free shipping and original shipping, flat $7.95, will be deducted from refund total - this does not apply to exchange orders.