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Frequently Asked Questions

Ordering


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

Yes, our website is SSL-certified.

You can refer to our Size Guide, available in single Product Page.

If you're wondering about our fitting, the Fit Guides for Suits and Shirts are available here.

Your item may be currently sold out for the season or is being replenished. Normally you should be contacted by our Customer Assistant, if time is your priority, please email customercare@isaia.it, and we will do our best to find the item or a suitable replacement.

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.

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.

Payments & Taxes


We accept Visa, Mastercard, American Express, Discover, JCB, and Union Pay

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).

Shipping, Returns & Exchanges


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 Central European Time (Monday through Friday) will be shipped same day. Any second day or overnight orders placed after 12pm Central European 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.

We offer complementary standard shipping on all orders shipped within witin Austria, Belgium, Bulgaria, Croatia/Hrvatska, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

Please note that our standard shipments takes an average 2-3 business days to arrive. 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.

Yes, ISAIA currently ships to the Americas (Argentina, Bolivia, Brazil, Canada, Chile, Colombia, Ecuador, Guyana, Mexico, Paraguay, Peru, Suriname, United States, Uruguay and Venezuela) when selecting North or South America as your Ship to Region.

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.

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. 

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

Orders purchased on eu.isaia.it must be returned to online store. If any questions arise, please do not hesitate to inquire at customercare@isaia.it. Please note the 20-day return policy.

There is a restocking fee of EUR€10 + tax where applicable. Due to merchandising restrictions, all returns must be shipped from the same country in which they were purchased.

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.

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.

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.

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.

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.

Merchandise


Please note all garments have care instructions on all garments shipped. Email customercare@isaia.it for further assistance.

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

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.

Login & Registration


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.

No, ISAIA will not share your information with anyone.

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.

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.

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

Yes.

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