Returns and Exchanges
To return or exchange an item, please register it online via this link:
By registering your return or exchange online, our customer service and warehouse staff are informed that your package is on its way back. This also serves as your clear notice that you wish to exercise your right of return. You must still use the enclosed return label and drop off the package at the post office as usual.
How to Create a Return or Exchange:
- Click on the link: I SAY Return Portal and enter your order number and email address.
- Select the items you wish to return or exchange, and choose a reason.
- If you want to exchange an item, you can do so for a different size. If you do not want to exchange, simply click "No, thank you."
- You have now registered your return or exchange. You will receive an email with further instructions.
- Attach the packing slip to your package and drop it off at the nearest post office, either GLS or UPS, depending on the carrier indicated on your return label. Don’t forget to ask for a receipt for the return. This is your proof that we can track the package.
For Exchanges:
Once we receive your registration in the return portal, we will send you the desired size. You don’t need to do anything else besides registering the exchange.
Please note that a small fee of €10 will be deducted for regular returns if you use the enclosed return label. However, if you wish to exchange for a different size, you can use the enclosed return label free of charge. Exchanges are only applicable for a different size, not a different color or model.
Refunds
When we receive your return package, we will inspect the items, and thereafter, you will be refunded the amount paid, minus any return shipping fee. The amount will always be transferred to the payment card used for the purchase.
We process return shipments every Monday and Wednesday. Please note that it can typically take up to 14 days from the time you send back a package until we and our warehouse have processed the return.
Also, be aware that it can be difficult to determine exactly how long it will take before you receive your refund. This depends on your bank and may vary from bank to bank. It can take up to 30 banking days before your bank releases the amount. If it unexpectedly takes longer, please contact us at care@isay.dk.
You are welcome to choose a different shipping method than our return label, but this is at your own expense and risk, as we cannot insure the package.
When you shop online at www.isayshop.eu, you have a 14-day right of return during which you can inform us that you regret your purchase and then return the item(s) to us. Your right of return begins from the date you received your order.
If the deadline expires on a public holiday, Saturday, Constitution Day, Christmas Eve, or New Year's Eve, the deadline is extended to the next business day. For orders of multiple items delivered separately, or a product delivered in multiple parts, the period starts upon receipt of the last product.
It is the customer's responsibility to ensure that the items are properly packaged. You are responsible for the package/items until we receive them. Therefore, keep your postal receipt and tracking number. Please return the item unused and in the same condition as when received. We reserve the right to refuse an item if the packaging is damaged or otherwise unsellable. All original packaging, price tags, hangtags, etc., must be returned with the product without being tampered with.
IMPORTANT
If the product is damaged or otherwise unsellable, you may lose all or part of your purchase amount if:
- You have used the items.
- They have been damaged while under your responsibility.
- You have handled the items improperly, so we can no longer determine their nature, characteristics, and functionality.
- You have not followed the restrictions on the right of return due to sealing, product type, etc.
Right of Return for Used Items
There is a 14-day right of return for items you have used. If the item has been used, it can still be returned under the right of return. As a consumer, you may only examine the item, i.e., try your purchase as you would in a physical store. After receiving the item, you may only handle it in a way that allows you to determine its nature, characteristics, and functionality. If the item has been used, you may only receive a partial refund or no refund at all. The consumer is responsible for any depreciation in value. The value is determined based on what we can get for the item upon resale.
Purchases from Retailers
It is not possible to return or make a complaint about an I SAY product purchased from a retailer. We believe our retailers understand our high level of service and our clothing. If your item was purchased in a physical store, they are responsible for helping you find a solution, and we therefore cannot offer anything in such a case.