Returns & Exchange Policy
We want you to love every piece. If something’s not quite right, we offer a 30-day no-fuss return policy on eligible items.
What's eligible for return?
- The product is non-custom and was not made-to-order
- Returned within 30 days of delivery
- In original, unworn condition and packaging, suitable for resale
- For watches: the plastic watch cover and returns tag must remain intact and attached
What's not eligible?
- Personalised or made-to-order items (including name jewellery and engraved watches)
- Earrings, unless damaged or faulty, due to hygiene reasons
- Watches with the plastic watch cover removed or the return tag detached
Return Shipping Costs Customers are responsible for covering the return postage cost. We recommend a tracked service, as we can't exchange or refund items that don't reach us.
Our 2-Year Guarantee Every Isabel Carter piece is covered by our 2-year quality warranty, including heavy tarnishing and manufacturing faults. If something isn't right, we'll repair or replace it—on us. Learn more by visiting our Warranty page.
Submitting a returns request We're working on a seamless online returns portal—coming soon. In the meantime, you can use the form above, or please follow the instructions below so we can review your request and process your refund as quickly as possible.
Email hello@isabelcarter.com with:
- Full name
- Email address used to purchase
- Order ID (ie #IC_1001)
- Reason for the return request
- Photo or video of the issue (if applicable)
- Whether you would like an exchange (same or different item), a gift card or a refund
Be sure to include all the requested information and any supporting details to help us resolve the matter smoothly.