FREQUENTLY ASKED QUESTIONS

Ordering Payment & taxes Shipping, returns & exchanges Merchandise Login & registration

HOW CAN I TRACK THE STATUS OF MY ORDER?

You will receive an email containing your Tracking Number once your package has been shipped from our U.S. distribution center.

IS ORDERING ONLINE SECURE?

Yes, our website is SSL-certified.

HOW DO I KNOW WHICH SIZE TO ORDER?

View Fit Guide

CAN YOU GIFT-WRAP MY ORDER?

Yes, items may be gift wrapped in our signature ISAIA Aubergine box tied with our signature coral red ribbon and personalized with a gift label. Gift-wrapping is complimentary.

WHY IS MY ITEM ON BACKORDER?

Your item may be currently sold out for the season or is being replenished. Please email customercare@isaia.it, and we will do our best to find the item or a suitable replacement.

CAN I MAKE ANY CHANGES TO MY ORDER ONCE IT IS PLACED?

We are happy to try to assist in any way possible. In some cases it will not be possible to stop the process, but feel free to contact customercare@isaia.it and we will make arrangements to help.

HOW DO I CANCEL MY ORDER?

If you wish to cancel your order, please email us at customercare@isaia it as soon as possible. We will make every effort to accommodate your request, but in some cases we will be unable to cancel orders, such as orders that have already shipped.

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Visa, Mastercard, American Express, Discover.

DO YOU STORE MY CREDIT CARD INFORMATION?

ISAIA prides itself on protecting its customer’s personal information. Therefore, all credit card transactions are secure and encrypted at the highest PCI DSS (Payment Card Industry Data Security Standards).

DO YOU ACCEPT GIFT CARDS?

Only an ISAIA gift card issued through our freestanding store or through our secure website can be redeemed to purchase ISAIA merchandise.

WILL YOU CHARGE SALES TAX ON MY ORDER?

Local and federal taxes for online transactions are based on your shipping address, as required by applicable laws. Applicable state taxes will be applied to orders shipped to New York, California and New Jersey.

WHEN WILL MY ORDER SHIP?

It is our goal to ship all ground orders within 48 hours after you have receive your emailed confirmation. All second day and overnight orders placed by 12pm Eastern Standard Time (Monday throughFriday) will be shipped same day. Any second day or overnight orders placed after 12pm Eastern Standard Time (Monday through Friday) will be shipped the next business day. Please note that during holiday season, you may experience slight delays due to heavier traffic. If time is a priority, please contact customercare@isaia.it, and we will make sure to prioritize the shipment.

HOW MUCH DOES IT COST TO SHIP MY ORDER?

We offer complimentary standard shipping on all orders shipped within within the United States, Italy, Belgium, Croatia, Finland, France, Germany, Greece, Ireland, Luxembourg, Netherlands, Portugal, United Kingdon, Spain, and Sweden. Please note that our standard shipments takes an average 3-7 business days to arrive. For countries that are offer complimentary standard shipping will have an option for Second-day delivery at $25/€25 and overnight delivery at $50/ €50. All other countries will be subjected to a standard shipping cost and fees will vary depending on the country. In case of inadvertent delays, please do not hesitate to contact us at customercare@isaia.it, and we will try our best to expedite your shipment.

DO YOU SHIP OUTSIDE OF THE UNITED STATES?

Yes, ISAIA currently ships tp Italy, Belgium, Croatia, Finland, France, Germany, Greece, Ireland, Luxembourg, Netherlands, Portugal, United Kingdon, Spain, and Sweden when a user selects Europe, Middle East, Africa, and or Asia Pacific. Isaia will also ship to the Americas when selecting South America and North America as your Ship to Region. Please join our mailing list for more updates.

DO YOU DELIVER TO P.O. BOX ADDRESSES?

We are unable to ship to P.O. Boxes or APO/FPO addresses. Contact customer service at customercare@isaia.it so that we may assist you with shipping your order.

CAN I RETURN OR EXCHANGE MY PURCHASE IF I DON’T LIKE IT?

Products sold at a discount are considered final sale and may not be returned or exchanged.

You have up to 20 days to return any regular price merchandise if it has been unworn, unwashed, and unaltered with all original tags attached for a full refund with the same payment method of the original transaction. Please email customercare@isaia.it for an RMA number. A return label and instructions will be sent to you via email.

DO I NEED AN ORIGINAL RECEIPT TO RETURN A PURCHASE?

Yes, you will need an original receipt. If you have misplaced it, please contact customercare@isiaa.it, and we will be happy to assist.

CAN I RETURN OR EXCHANGE AN ITEM THAT I BOUGHT IN ANOTHER COUNTRY AT ANY STORE LOCATION IN THE UNITED STATES?

All purchases must be returned to an ISAIA location in the country of purchase. If any questions arise, please do not hesitate to inquire at customercare@isiaa.it. Please note the 20-day return policy.

WHAT WILL IT COST ME TO MAKE A RETURN OR EXCHANGE?

There is a restocking fee of US$6 + tax where applicable. Due to merchandising restrictions, all returns must be shipped from the same country in which they were purchased.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once your package reaches the warehouse, please allow 3-8 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued, and you will receive a confirmation at the email address associated with the order.

IF I GIVE A GIFT TO SOMEONE, CAN THAT PERSON RETURN IT OR EXCHANGE IT FOR SOMETHING ELSE?

Yes. They will need a gift receipt or a copy of the order. If you do not have a gift receipt, one can be emailed to you by contacting our customer service department at customercare@isaia.it.

WHAT DO I DO IF MY PURCHASE IS DAMAGED OR FAULTY?

At ISAIA, we take the utmost pride in our craftsmanship and quality. If your item arrives damaged or faulty, please email our customer service department immediately at customercare@isaia.it, and we will provide further assistance.

DO I HAVE TO SIGN FOR MY PACKAGE UPON ARRIVAL?

Yes. You or an authorized person must sign for your order upon arrival. This will ensure that your purchases are safely delivered to you. If you are unavailable when your package arrives, our shipping carrier will leave a re-delivery slip.

IS MY PACKAGE INSURED?

All items are insured against theft and accidental damage while in transit from ISAIA to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box. Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means that we are unable to authorize packages to be delivered without signature. Once the package has been delivered and signed for ISAIA will no longer be responsible for any packages that lost or stolen.

CAN AN ITEM PURCHASED ON ISAIA.IT BE RETURNED AT ANY ISAIA STORE IN ANY COUNTRY?

All orders purchased on Isaia.it must be returned to online or to one of our three US boutiques.

HOW DO I CARE FOR MY PURCHASE?

Please note all garments have care instructions on all garments shipped. Email customercare@isaia.it for further assistance. You can also find a garments care instructions on the products display page under “Fabric Composition & Care.

IS YOUR MERCHANDISE MANUFACTURED IN ITALY?

Yes, all of our items and products are manufactured in Italy.

CAN I GO TO AN ISAIA STORE LOCATION FOR ALTERATIONS? WHAT ABOUT FOR AN ITEM BOUGHT OUTSIDE OF THE UNITED STATES?

Yes, a garment can be brought to any ISAIA location for alterations. Additionally if assistance is needed we are happy to recommend someone local to help with your needs.

WHY SHOULD I REGISTER?

You are not required to register in order to use the website. If you choose to register with us, we offer benefits to your shopping experience that you control. Please see a partial list of the benefits to registering:

Utilize your own personal style guide profile that shows all of your past ISAIA retail store and online purchases.
ISAIA will store your made-to-measure information in the system for you to access for any applicable purchase online.
The system will prepopulate your sizes for an easier shopping experience.
Track your orders.
If you add a product to your wish list, ISAIA will recommend future styles that fit your need and/or discuss with you any and all options to produce the garment.
If you are interested in an item that is sold out, ISAIA will do its best to track down any style desired by its partner stores across the US.
Preview our new collections.

WHEN I REGISTER, WILL ISAIA SHARE MY DETAILS WITH ANY OTHER COMPANIES?

No, ISAIA will not share your information with anyone.

IS THERE A RISK TO STORING MY INFORMATION ONLINE WITH YOU?

We take our security protocol and measures very seriously at ISAIA. Therefore, you can be rest assured that your information will be safe with us. To help ensure that your shopping experience is safe and secure, ISAIA uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the Internet. When the letters "http" in the URL address change to "https", you have entered the secure SSL technology. Your browser will usually indicate this.

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD OR MY PASSWORD DOES NOT WORK?

We will provide you a question to answer that you have previously submitted during registration. If you still cannot remember, we can reset your password and email a new one to you. We cannot give out passwords over the phone or email them to a different email address than the one used to register.

WHAT BROWSER SETTINGS DO YOU RECOMMEND?

Any modern browser however it must be up-to-date.

DOES MY COMPUTER NEED TO ACCEPT COOKIES TO SHOP ON YOUR WEBSITE?

Yes.

HOW DO I UNSUBSCRIBE FROM YOUR EMAILS?

Yes you can unsubscribe from our newsletters however; we cannot unsubscribe you from our transactional emails.