Exchange and Return Policy

Exchange and Return Policy - Isabella

1) Replacement and return periods

  • Within 14 days from the date of receipt: You can return or exchange the product without giving a reason as long as it meets the conditions below.

  • Within 30 days from the date of receipt: If there is a manufacturing defect/fault or an error in the order (different size/color/model), you can exchange or return it and get your money back.

Refunds will be made via InstaPay transfer to a bank account or wallet within a maximum of 7 business days of receiving the product and inspecting it in the warehouse.

2) General conditions that must be met

In order to accept returns/exchanges within 14 days:

  • The product must be in its original condition : unused, unwashed, without any odors/stains, and with all tags/labels , original packaging , and any accompanying gifts.

  • It is preferable to keep the purchase invoice/order number .

  • If you return part of an order, you must return any gifts/samples associated with the item.

Color Note: Light differences and mobile/computer screens may cause slight color difference, which is not considered a manufacturing defect.

3) Products are non-replaceable and non-returnable (to preserve public health)

Subject to approved exceptions:

  • Lingerie, undershirts, underwear pieces after opening the packaging or removing the health label/seal .

  • Any product that has been washed, worn, altered or changed in condition since the time of receipt.

  • Products made to special specifications (if we agree on them and they come out matching).

  • Books/Publications/Software (if available in the store in the future).

Of course, if any of these items have a manufacturing defect , we apply the normal 30-day return policy .

4) Who bears the shipping costs?

  • Change of mind/size not suitable (14 days): Customer bears return shipping costs.

  • Manufacturing defect/mistake on our part (30 days): Isabella will bear the full shipping costs or we will arrange for door-to-door pickup at our expense.

5) Offers and free shipping

  • We offer free shipping when you buy 4 items .
     If you return and there are fewer than 4 items left , the actual shipping cost will be deducted from the refund amount.

  • Shipping to all governorates , including Cairo and Giza, within 48 hours (working days).

6) Steps to request a replacement or refund

  1. Contact us on WhatsApp: 01093015379 or send us a message on our Facebook/Instagram page with your order number and the reason for the order.

  2. Our support team will respond to you with confirmation of the data, shipping costs (if required), and delivery dates.

  3. Hand over the shipment to the representative in its original packaging and with all attachments.

  4. After the item arrives at the warehouse and is inspected, we will send you a confirmation:

    • Exchange: We will send the required size/color.

    • Refund: We will transfer the amount to the same payment method within a maximum of 7 working days .

To help speed things up, send photos/a short video showing the defect (if any) — it's not essential, but it speeds things up.

7) Cancel the order before shipping

If you want to cancel your order before it's shipped to the courier, call us immediately at 01093015379. If it's already been delivered to the courier, we'll process your request for a 14-day refund.

8) Quick questions

  • Can I exchange the size? Yes, within 14 days, as long as it is in its original condition.

  • Are offers/discounts voided upon return? If the return affects the terms of the offer (such as free shipping on 4 items), the order will be repriced based on the new condition, and the shipping/gift difference, if any, will be deducted.

  • When do I use the 30-day policy? For any manufacturing defect or error in execution .

9) Contact information

  • WhatsApp/Customer Service: 01093015379

  • Facebook and Instagram: Ezabilla Homewear

  • Support Hours: Daily 10 AM - 6 PM (except Friday until 5 PM)