Refund policy

Refund Policy

Last updated: 01 January 2026

The ISEL™ Guarantee

At ISEL™, we are committed to the integrity of our archive. We design our products to offer confidence and peace of mind. While we hope you are delighted with your selection, we have outlined our return protocols below to ensure clarity and fairness.

Returns & Eligibility

We operate in full accordance with Australian Consumer Law. If you wish to request a return, please contact our Concierge at support@isel.com.au within 30 days of receiving your item.

To be eligible for a return, the item must adhere to strict hygiene standards:

  • The item must be unused, unwashed, and in its original condition.
  • The item must be returned in its original packaging (including all boxes and tags).
  • Proof of purchase (order confirmation number) must be provided.

Please Note: Due to the intimate nature of silk beauty products, we cannot accept returns for items that have been opened or used, unless deemed faulty.

Refunds

Once your return is received and inspected by our studio team, we will notify you of the outcome.

  • Approval: If approved, a refund will be processed immediately to your original method of payment.
  • Timeline: Please allow 7 to 10 business days for the funds to appear in your account, depending on your financial institution.

Return Shipping Costs

  • Change of Mind: For voluntary returns (change of mind), return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
  • Faulty or Incorrect Items: In the rare event that an item is faulty, damaged, or incorrect, ISEL™ will cover all reasonable return shipping costs.

Replacements & Damages

If your ISEL™ piece arrives damaged or defective, please contact us immediately at support@isel.com.au with clear photographs of the issue. Once verified, we will arrange a replacement or refund at no additional cost to you.

Lost Packages

We work closely with our carriers to ensure safe delivery. In the event a package is deemed lost or stolen during transit, we will facilitate an investigation. Where appropriate, we will offer a full refund or a complimentary replacement shipment.

Contact The Concierge

For all return enquiries, our Melbourne-based team is at your disposal.

  • Website: ISEL.COM
  • Email: support@isel.com.au
  • Phone: 1800 652 001
  • Address: Melbourne, Australia