FAQ's
At Isabella Mae, we are committed to providing you with a smooth and enjoyable shopping experience. Below, you’ll find answers to frequently asked questions about our products, ordering process, shipping, returns, and more.
1. Ordering & Payments
Q: How do I place an order?
A: Ordering from Isabella Mae is simple! Browse our collections, select your desired items, choose the correct size and color, and add them to your cart. Once you're ready, proceed to checkout and complete your payment.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, and Union Pay.
Q: Can I cancel or modify my order after placing it?
A: You can cancel your order within 12 hours of purchase at no additional cost. After this period, if your order has been processed or shipped, you will need to follow the return procedure
Q: What if my payment is declined?
A: If your payment fails, try the following:
✔️ Check if your card details are entered correctly.
✔️ Ensure you have sufficient funds.
✔️ Contact your bank to verify there are no restrictions on your card.
If the issue persists, try using a different payment method or contact our support team for assistance.
Q: Will I receive an order confirmation?
A: Yes! Once your payment is successfully processed, you will receive an order confirmation email. If you don’t receive it, please check your spam folder or contact us.
2. Shipping & Delivery
Q: Do you offer free shipping?
A: Yes! We offer free shipping on all orders over £25 within the UK. Orders under £25 may incur a small shipping fee, which will be calculated at checkout.
Q: How long does shipping take?
A: Our estimated delivery times are:
✔️ Order Processing: 1-2 business days (Monday–Friday)
✔️ Shipping Time: 5-8 business days within the UK
✔️ Total Delivery Time: 6-10 business days from the date of order
Q: How can I track my order?
A: Once your order is shipped, you’ll receive a tracking number via email. Tracking updates may take 1-2 business days to appear. Use the provided tracking link to check your delivery status.
Q: Do you ship internationally?
A: Currently, we only ship within the United Kingdom. Stay tuned as we work towards expanding our shipping locations.
Q: What happens if my package is delayed?
A: While we strive for timely delivery, unexpected delays may occur due to weather, customs, or courier disruptions. If your package is significantly delayed, please contact us, and we’ll assist you in resolving the issue.
Q: What if my order is lost or not delivered?
A: If your order has not arrived within the estimated delivery time, contact us, and we will investigate with the courier. If your package is confirmed lost, we will issue a full refund or send a replacement at no extra cost.
3. Returns & Refunds
Q: What is your return policy?
A: You can return unused and undamaged items in their original packaging within 30 days of delivery. To start a return, contact us for approval and instructions.
📌 Important Notes:
✔️ Items must be in original condition (unworn, unwashed, and with tags attached).
✔️ Personalized and hygiene-sensitive items (e.g., swimwear, lingerie) cannot be returned unless defective.
For full details, please check our Return & Refund Policy.
Q: Who pays for return shipping?
A:
✔️ Defective or incorrect items: We cover return shipping.
✔️ Change of mind returns: The customer is responsible for return shipping costs.
Q: How long does it take to receive a refund?
A: Once we receive and inspect your return, refunds are processed within 14 business days and issued to the original payment method.
Q: What if I receive a defective or incorrect item?
A: We apologize for any inconvenience. Please contact us within 48 hours of receiving your order with clear photos of the issue, and we will offer a replacement or full refund.
Q: Can I exchange an item?
A: We do not offer direct exchanges at this time. If you need a different size or color, return the item for a refund and place a new order.
4. Products & Sizing
Q: How do I choose the right size?
A: We provide detailed size guides on each product page. If you’re unsure, feel free to contact us for advice before placing your order.
Q: Are your products true to size?
A: Yes! Our products follow standard sizing, but we always recommend checking the size chart to ensure the best fit.
Q: What if an item is out of stock?
A: If an item is out of stock, you can sign up for a restock notification on the product page, and we will notify you when it’s available again.
Still Have Questions?
If you have any other questions not covered here, feel free to reach out to our customer support team.
📧 Email: info@isabellamae.uk
📞 Phone: +852 46 41 98 85
We’re always happy to help! 😊