All ISMAELINA ITEMS ONLY AVAILABLE ON HERE NOT THRU ANY THIRD PARTY RETAILER
Please allow up to 24 hours for our customer service team to respond to your inquiry. Emails sent during weekends or holidays will be answered on the next business day. Calls will be returned the next day!
We do not accept personal checks, money orders or wire transfers.
Orders can only be placed on our website or in-store.
SHIPPING INFORMATION
Ismaelina orders are processed and shipped within 1-2 business days. Please note that shipping time is not included in production time. If you need your order by a specific date, please reach out to us
Crystal orders are made by hand, per order. These garments are processed and shipped within the time frame specified in each product’s description. Generally, pieces have a turn-around of 10+ days (production time) but this may increase if there is a shortage or delay with crystal or an import delay, as these pieces are not in stock. Please email us if you need your order by a specific date!
You will receive an order confirmation email when your order is placed. You will also receive a shipping notification email and text message (if you opt-in at checkout) that will notify you of your tracking number and delivery.
Please allow 24-48 hours for the tracking to be updated.
IF YOU ARE UNABLE TO TRACK YOUR ORDER, PLEASE CONTACT ORDERS ISMAELINACOMPANY@GMAIL.COM FOR FURTHER ASSISTANCE.
Please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match what your credit card has on file, your order may be held for verification.
Please note that customs duties that international packages may incur are not included in our final shipping price and are the sole responsibility of the customer upon delivery.
We can not refund you for your order if your parcel goes unclaimed OR IS RETURNED TO SENDER due to unpaid customs duties OR INCORRECT ADDRESS.
RETURNS & EXCHANGES
NO RETURNS! ONLY EXCHANGES & STORE CREDIT WHEN APPROVED BY ISMAELINA CUSTOMER SERVICE REPRESENTATIVE
We include a return form in every package in our branded envelope on the back side of your invoice. Please follow the instructions on this form to initiate your exchange.
Exchanges or returns for store credit must be sent back and received ISMAELINA within 12 business days of the date the order was placed.
NO EXCHANGES IN UNDERGARMENTS!
Items approved for store credit or exchange must arrive in their original condition and will be inspected before approval for store credit or exchange.
If your item(s) are returned with signs of wear or damage, your package will be sent back to you in the same condition we received them.
In most cases, if you receive a defective or broken product, we can fix or replace it for you. Call us at 347-460-5770
WE RESERVE THE RIGHT TO REFUSE ANY EXCHANGES IF IT DOES NOT MEET THE ABOVE REQUIREMENTS.
LOST OR STOLEN PACKAGES
If your tracking information claims your package was DELIVERED but you did not receive your package, please notify us by email or phone within 38 hours and contact your local post office or carrier to see if your package is being held. In most cases, the carrier has marked your package delivered too early & it ends up being delivered within 24 hours.
If you consider your package lost or stolen after completing the above protocol, please contact us right away and file a claim with your local post office or carrier immediately.
ISMAELINA will NOT contact any parcel service on your behalf. When the package leaves our facility, the customer assumes all responsibility for the package.
We are not responsible for the refund or re-ship of any packages due to the following circumstances:
- Held or returned packages due to incorrect address or undeliverable.
- Shipments lost by your local post office or carrier at any point in the shipping process.
- Shipments stolen at any point in the shipping process.