Refund policy

We gladly accept returns on eligible items. Any returned goods will be refunded in full, less the costs incurred for shipping and duty fees. Original shipping charges are non-refundable, and return shipping costs are the responsibility of the customer, unless the return is due to our error, a defective product, or you wish to exchange the item for an alternative in-stock size. Shipping fees will be deducted from the total refundable amount.

Exchanges: If you wish to exchange a product, return shipping charges will be waived.

Items must be returned in their original condition and packaging.

Return Exceptions:

  • Merchandise must be unworn, unwashed, and free of any alterations, with all original tags attached.
  • Swimwear missing the hygienic liner, or where the hygienic liner has been damaged, will not be accepted for return.
  • Sale items or items purchased using a promotional code are eligible for store credit only.
  • Any merchandise marked as final sale is not eligible for refunds, store credit, or exchange.
  • Gift card purchases are final sale, with no exceptions.
  • If an item appears damaged upon delivery, contact us immediately — we will require a photo or video documenting the condition of the item received.
  • Merchandise must be returned within 30 days from the date of purchase.

Product Return Condition:

Defective items must be reported within two days after the item delivery date.

Due to hygiene concerns, the following items cannot be returned:
Intimates, Socks, Stockings, Hair Accessories, Earrings, Cosmetics, Beauty products, and any swimwear that is missing the panty liner. Swimwear sold as a set that is missing the panty liner, is not eligible for return and will not be refunded.

Please note that all items must be returned with the 360-security tag intact. If we receive your return and the 360-security tag is damaged or removed, we cannot accept your return. 

Items must be returned in the same condition as received, without any marks or stains from makeup/deodorants, etc.

We reserve the right to refuse returns if it does not meet our product return conditions.

How to Return:

Please note that the customer will cover the return shipping cost. We recommend our customers use trusted shipping carriers like UPS, USPS, or FedEx with tracking; We cannot reimburse the return shipping fee.  If you do not send the package(s) back to us with tracking and we do not receive it back, no refund can be processed.

Swimsuits:  If you buy a swimsuit or bikini bottom & remove the hygienic liner, we cannot accept the return. Please try swimsuits on over underwear for sanitary reasons. Do not remove the protective slip.

To start a return, you can use our "self-serve" option. 

1. Log in to your account by clicking on Account at the top right of the website (https://account.isof.com).
1. In the Email field, enter your email address and click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Return to the online store and enter the six-digit verification code.
2. Click the order that you want to return.
3. If your order has more than one item, select each item you want to return.
4. Select a return reason and add a note for the store.
5. Click Request Return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions. After the product is returned according to the terms of this policy, you receive a refund.

If you do not use the self-serve option and the return is within our return policy, upon your email request, you can send the return package back to the address we provided at the time of the request.  You must request the return within 21 days of receiving the item (30 days from when it was purchased) for the return to be processed.  Items returned to us without first requesting a return will not be accepted.

If you have questions about the refund process or would like to request a refund via email, you can contact us directly at returns@isof.com with your full name, the email you used to place the order, the order number, and the reason for the return. 

WHAT IF MY ITEM IS DAMAGED?

If you have received an item that is damaged or incorrect (our apologies in advance), don't hesitate to contact us at returns@isof.com with your order information, and we will send you a return label for a replacement.

 

WHAT IF I RECEIVE AN INCORRECT ITEM?

In the unlikely circumstance that you have received an item you did not order, please email us at returns@isof.com with a photo of the item you received so we can resolve this for you!


EXCHANGES


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  However, if you are okay with waiting until we receive the returned item,  we will send you a free shipping label if the item is still in stock.


STORE CREDIT


Once your return is received and inspected, we will notify you if your return is accepted or rejected.

If you would like store credit, we will issue a gift card for the same amount of your order to be used for your next order.

 

REFUNDS


We will notify you once we've received and inspected your return and let you know if the refund was approved.  If approved, you'll be automatically refunded on your original payment method within ten business days.  Please remember that your bank or credit card company can take extra time to process and post the refund.

If more than 15 business days have passed since we approve your return, please contact us at returns@isof.com.