Refund policy

We want you to shop with peace of mind and confidence at /ish.
That’s why we offer the option to return your order within 14 days of receipt.

Return Conditions

You may return your purchase if:

• the product is in its original condition;

• it is undamaged, unused, and complete;

• you notify us in advance with a brief message via info@ishatelier.com.

Because our pieces are entirely handmade, natural variations in color, shape, and texture are part of their character. These characteristics are not considered damage.

Responsibility When Exercising the Right of Withdrawal

When exercising your right of withdrawal, we ask that you handle the product with care. Use that goes beyond what is necessary to assess the item, as you would in a physical store, may result in a reduction in value, which we are entitled to charge.

Please treat your piece with the same gentleness and care with which it was made.

How to Return a Product

• Send an email to customercare@ishatelier.com including your order number and the item you wish to return.

• Carefully package the product, preferably in its original packaging.

• Include the return form in the package.

• Ship the package to the address we will provide by email.

Refund

Once your return has been received, inspected, and approved, we will refund the purchase amount within 10 working days using the same payment method.
You will receive a confirmation once the return has been processed.

When Can We Not Accept a Return?

Unfortunately, a return cannot be accepted if:

• the product shows visible signs of use;

• the product is damaged;

• parts are missing;

• the item is no longer in a resalable condition;

• the return is submitted after the 14-day period.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.
Non-deliverable or unclaimed packages also fall under this responsibility.

Exchanges

Would you like to exchange a product?
Please return the item first and then place a new order via the webshop.

Exceptions (Non-Returnable Items)

Some items cannot be returned, such as:

• personalized products;

• fragrances, diffusers, and other hygiene-sensitive items where the seal has been broken;

• products that cannot be resold for safety or hygiene reasons.