Policies

ISACOLLECTIVELUX SHIPPING

Shipping Policy

At ISACOLLECTIVELUX, we strive to offer fast, reliable, and flexible shipping options for all our customers. We ship all orders via DHL Express to ensure secure, trackable, and prompt delivery.

Shipping Options

1. UK Delivery – DHL Express
• Delivery Time: 1–2 business days
• Price: £10.99
• Orders placed before 1:00 PM are typically dispatched the same day.
• Available for all in-stock items.

2. Europe Delivery – DHL Express
• Delivery Time: 2–3 business days
• Price: £25.99
• Delivery times may vary by destination country.

3. USA Delivery – DHL Express
• Delivery Time: 3–5 business days
• Price: £35.99

4. Africa Delivery – DHL Express
• Delivery Time: 3–5 business days
• Price: £57.99
• Delivery times may vary slightly by destination country.
• Reliable express service with end-to-end tracking and support.

ISACOLLECTIVELUX CUSTOM FEE

Customs Fee Policy

All international orders may be subject to customs fees, import duties, taxes, or other charges imposed by your country’s customs office.
• These charges are not included in the item or shipping cost.
• Customers are fully responsible for any customs-related fees.
• Customs policies vary by country; we recommend contacting your local customs office for more information.
• If a customer refuses to pay customs fees, the parcel may be returned or destroyed. No refunds will be offered in such cases.

By placing an order with us, you acknowledge and accept these terms.

ISACOLLECTIVELUX PRE ORDER

Pre-Order Items

We offer pre-orders for out-of-stock items.
• Shipping Timeframe: 5–10 business days from the order date.
• You’ll receive a shipping confirmation email with tracking once dispatched.

ISACOLLECTIVELUX RETURNS

Return & Exchange Policy

At ISACOLLECTIVELUX, we want you to be fully satisfied with your purchase. Please read our full return and exchange terms:

Eligibility
• Items must be returned or exchanged within 7 days of receipt.
• Products must be unopened, unused, and untampered with.
• Items that have been opened, used, or altered will not be accepted.

Refunds
• We offer refunds as store credit only.
• Cash refunds are not available.
• Return shipping costs are deducted from the store credit.

Return Process
1. Initiate Return:
Email us at isacollectivelux@gmail.com within 7 days of receiving your item to request a return authorisation.
2. Return Shipping:
Customers are responsible for return shipping. The cost will be deducted from the store credit.
3. Inspection:
Once we receive the item, it will be inspected. If it meets return criteria, a store credit (minus shipping) will be issued.

Exchanges
• We do offer direct exchanges for in-stock items.
• Customers are responsible for both the return and re-shipping costs.
• These costs will be deducted from the final exchange value.

Non-Returnable Items
• Opened, used, or assembled items.
• Clearance or final sale items marked at time of purchase.

Damaged or Defective Items
• If your item arrives damaged or defective, contact us within 3 days of receipt.
• A replacement item will be provided at no additional cost.

ISACOLLECTIVELUX CANCELLATION

Order Cancellation Policy

We understand plans can change.
• Cancellation Window: Orders can be cancelled within 1 hour of placing.
• Refund: Full refund will be processed to your original payment method.
• If your order has already been processed or shipped, contact us immediately at isacollectivelux@gmail.com to explore your options.

ISACOLLECTIVELUX LOST & MISSING PACKAGE

Lost & Missing Package Policy

All ISACOLLECTIVELUX orders are shipped with signature-on-delivery using DHL Express.

Delivery Terms
• All packages require a signature to confirm safe receipt.
• DHL provides real-time tracking updates throughout shipping.

Once DHL marks a package as “delivered”, it is considered successfully received.
If you arranged delivery to a neighbor, safe place, or concierge, ISACOLLECTIVELUX is not responsible for any loss or damage afterward.

ISACOLLECTIVELUX DELAYED ORDER

Delayed Order Policy

We work hard to ensure timely deliveries, but delays can happen due to high demand, courier issues, or customs.

What You Can Expect
• If delays are expected beyond the stated timeframe, we’ll notify you via email.
• You can track your order using the DHL tracking number sent in your shipping confirmation.

Delays We’re Not Responsible For
• Courier delays (including DHL-related disruptions).
• International customs processing delays.

If you have any concerns about your order’s status, please contact us at isacollectivelux@gmail.com.

ISACOLLECTIVELUX CHARGEBACK

Chargeback Policy

Chargebacks harm small businesses when misused. We are here to help resolve any issues before it escalates.

Customer Responsibilities
• Contact us first at isacollectivelux@gmail.com to resolve any problems before initiating a chargeback.
• Chargebacks without prior communication may be treated as misuse.

Our Rights
• ISACOLLECTIVELUX may report chargeback abuse to relevant financial institutions and pursue legal action.
• We reserve the right to refuse service to customers who engage in chargeback abuse.

Fraud Prevention
• Orders may be verified for:
• High value
• Unusual billing/shipping patterns
• Multiple orders from the same IP

We may contact you to confirm details before processing such orders.

ISACOLLECTIVELUX FRAUD

Fraudulent Order Policy

We are committed to maintaining a safe and secure shopping environment.

Fraud Detection

Orders may be flagged as suspicious if they show:
• Mismatched billing and shipping addresses
• Unusually high values
• Multiple orders from the same IP

Verification Process

Suspicious orders will undergo checks. We may contact you for further verification before fulfillment.

Consequences
• Fraudulent orders will be cancelled immediately
• Information may be reported to law enforcement or payment processors
• Legal action may be taken

Customer Cooperation
• Always provide accurate information
• Respond promptly to verification requests to avoid delays