Shipping and returns

Last updated: 2021-06-09

SHIPPING

Already made products are shipped from Slovenia within 1 - 5 business days after payment. For costum orders we do our best to ensure they are ready for delivery in less than 60 days. Try to keep in mind our products are 100% handmade by professional designers and art takes time. Time may also vary depending on the complexity of the handmade details. 

Domestic (Slovenian) and EU shipping is free of charge, for countries outside EU shipping cost is 21,99€. Deliveries will be made at the address you provided during the purchase process. The exact date of delivery will be provided to you by email as soon as the carrier collects the goods. Packages in Slovenia usually arrive at the destination the next working day after the package is given to the courier. Across Europe, standard delivery times for packages to neighboring countries range from 24 to 48 hours. For remote European countries, delivery takes 72 to 120 hours. GLS delivers packages from Monday to Friday mostly in the morning (8: 00-14: 00). If you are expecting a package from abroad, check the international tracking. For shipping to other countries we use UPS servies. Delivery time to other countries depends on the final destination. Our products are shipped in professional packaging boxes to ensure they reach you in perfect condition. Customer is responsible for any duty or custom fees on international shipment if charged.

 

 If upon delivery you observe damages on the packaging, you are entitled to refuse the delivery by: 1. communicating directly to the delivery company driver that the shipment is rejected due to damages on the packaging; 2. accepting the delivery, but indicating the defect in the Delivery Order. To help us reclaim the shipping company we will need you to send us by email a copy of the delivery order and photo images of the damaged packaging / item.

INSURED DELIVERIES
We pack our products with great care and high-strength materials to make sure they reach you in perfect condition. Unfortunately, no shipping is exempt from the possibility of unforeseen events. For your complete tranquillity, all our shipments are fully insured to cover all costs in the unlikely event that the goods arrive damaged.

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

For a return to be accepted the item returned must be in perfect condition and in its original packaging. The carrier may refuse a collection if these requirements are not met. Once the item is received and the well condition of the returned product is verified, we will reimburse you the payment made at the time of the purchase. 

Please note this return guarantee is only applicable to already made ítems and not to made-to-order products as such items are custom made according to the exact specifications of format, size and frame decided by each buyer. Return of such items is only accepted in the case that the product received does not conform to the order or arrives damaged. 

 

Costumer is responsible for return shipping cost. 

To complete your return, we require a receipt or proof of purchase.

If you received faulty, incorrect, or damaged goods, please email us info@isydora.si and include clear photos of the items confirming a quality problem first. Please follow the instructions from our customer service team.

 

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@isydora.si.

 

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges 
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@isydora.si and send your item to: Zrinjskega 28, Maribor, 2000, Slovenia.

 

Shipping
To return your product, you should mail your product to: Zrinjskega 28, Maribor, 070, 2000, Slovenia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

For any other information you may need regarding shipping and returns please contact us on info@isydora.si or sales@isydora.si