Return & Refund Policy

Last Updated: 7 September 2025

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, our 30-day return policy is conditional.

Free return shipping is a service we provide only for issues like misprints, manufacture or defective products. In these quality-related cases, refunds and returns are handled at our expense, including the return shipping costs.

We DO NOT cover the return shipping costs if the customer orders the wrong size, colour or simply changes their mind.

If you wish to return an item and get a refund, contact us first. We will ask you for the reason for the return, and we may ask you for photographic proof of the condition of the item. Once we get these answers, a decision will be made whether to provide you with the full return and refund service at our expense or not, and we will notify you of our decision in an email straight after.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, contact us at contact@isaw.company with the words RETURN REQUESTED [AND YOUR ORDER NUMBER] in the subject line. If accepted, all returns will need to be sent to any of the following addresses, unless specifically stated in an email:

  • US + Mexico: 217 Wrangler Drive, Coppell, Texas, 75019
  • Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada
  • Latvia: Lidostas Parks, Marupe, Marupes Nov., LV-2167, Latvia
  • Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
  • United Kingdom: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
  • Australia (Apparel): 40 Tanimbla Street, Kedron, Queensland 4031, Australia
  • Australia (Non-Apparel): 338 Albert St, Brunswick VIC 3056, Australia
  • Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101 Japan
  • Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias - RJ, Brasil  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Repackaging the item you wish to return is your responsibility for it to reach us safely.

Responding back to your request can take up to 3 business days at busy times, but normally within 1 business day of receipt of your email.

If you have any further questions about returning an item, email us at contact@isaw.company. 

DAMAGES AND ISSUES

Please inspect your order when you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want, is to contact us first and start the return process stated above, then once the return is accepted make a separate purchase for the new item you want.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above information, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll either be automatically refunded on your original payment method within 10 business days, or given store credit to spend. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 14 business days have passed since we’ve approved your refund back to your original payment, and it has not reached your account, please contact us at contact@isaw.company.

TIMESCALES

Replying to your return request can sometimes take up to 3 business days at busy times, but is normally within 1 business day of receipt of your email.

All approved return requests being refunded back to your original payment method, will automatically be issued once we've received your returned item first. This can take up to 10 business working days depending on any possible holiday seasons anytime throughout the year.

All approved return requests being refunded back via store credit, will be available to spend immediately once we've received your returned item first.

CONTACT

If you have any further questions about our Refund Policy, please email us at contact@isaw.company.