Frequently asked questions
Can I change my order after checkout?
You can send us an email as soon as possible or call us with your wish to change something in your order. Then we will try to help you before your order is shipped. However, this is not something we can guarantee, as we of course want to pack and ship your order as soon as possible.
Did you receive my order?
Did you not receive your order confirmation? Please contact us at firstname.lastname@example.org or by phone + 45 87 24 45 00. That way we can quickly check if your order has been processed correctly.
I did not receive my order.
There may be several reasons why you have not received your order. Therefore, contact us at email@example.com or by phone + 45 87 24 45 00 so that we can examine your order and track your package.
Can I cancel my order?
If your order has not been shipped, you will be able to cancel it if we see your message in time before sending. Therefore, write an email to us as soon as possible at firstname.lastname@example.org or call + 45 87 24 45 00 if you want to cancel your order. If we have already shipped your order, it is unfortunately not possible for us to cancel. In this case, you are of course welcome to return your order back to us.
When can I expect to receive my package?
We pack and send out orders every weekday. We deliver your package with UPS, which is expected to arrive within 2-5 working days. It is possible to order to a parcel shop, home delivery or to a business address. If you order on Fridays after 1 p.m., Saturday or Sunday, we will ship your package on the following Monday. However, in connection with busy periods such as Christmas, there may be extra delivery time.
What is the price of shipping?
You get free shipping on all orders above 99.99 EUR. On orders below shipping costs is 9 EUR.
Return and exchange
How do I return?
How do I exchange an item?
Have you received my return package?
You are always welcome to contact us if you want to know if we received your return package. Otherwise, we will always recommend that you check your track and trace, so you will be able to see where your package is located.
When can I see the money in my bank account?
When we receive your return package, we will review the condition of the item and then process the return. The refund of the amount in question will then be made as quickly as possible and you will be able to see the money in your bank account within 14 days. The amount is always transferred to the same means of payment that you paid with.
How long do I have to return?
You have a 14-day full return policy. This means that you have the right to cancel your purchase for up to 14 days after you have received the item, as long as the item has not been taken into actual use (only tried) and is in the same condition as upon receipt.
Does it cost money to return or exchange an item?
When you are sending back clothes to us, you are paying for the return freight. It is important, that you send the package with home delivery, since we cannot pick up packages in different parcel shops. You have the responsibility of the package / goods until we receive it. Therefore, we always recommend, that you send the package with insurance, so that you get a Track & Trace number. That way you are able to trace the journey of the package.
Complaints and errors
The item had errors / defects when I received it. What do I do?
If you have discovered a fault / defect in your item that has not occurred due to incorrect use, please contact us at email@example.com or by phone + 45 87 24 45 00. Depending on the specific situation you will receive further instructions as soon as possible. We greatly appreciate pictures of the defect, so we can forward something to our manufacturers.
Your purchase is of course covered by the rules of the Purchase Act. This means that you either can have a defective item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation.
I am missing an item in my order and / or have received a wrong item. What can I do?
Of course, we are very sorry! Send us an email at firstname.lastname@example.org or give us a call on + 45 87 24 45 00 and we will make sure to send the right item as soon as possible if it is still in stock. If the item is no longer available, we will of course refund the full amount.
Where should I enter my discount code?
You enter your discount code in the basket where you will see a field called Discount code. Then press the Apply button and the system will intercept your discount.
Can I get a discount code?
As a new customer at Isay, you are welcome to sign up for our newsletter, where you will receive a discount code by email, which gives you 15% on your first order.
I did not receive my discount code when subscribing to the newsletter
After you have subscribed to our newsletter, you will receive a welcome email with your discount code. Remember to check your spam folder. Unfortunately, we may find that the system can be a bit slow to send our welcome email. In such a case, you can always write to us and we will help you with your code.