How can we help?
The answers to your most frequently answered can be found below. For any other concerns we will be happy to assist you by email. Please reach out to us at customercare@islasereia.com
Product Details & Care
How do I take care of my jewelry?
In order to preserve the beauty of your new jewelry, we recommend avoiding exposure to chemicals (perfumes, creams, chlorine, etc.).
We recommend removing jewelry before swimming in chlorinated or salt water.
If worn while swimming, we recommend rinsing your jewelry in freshwater and drying to avoid damage caused by harsh chemicals and salt water.
We recommend storing your jewelry in the provided pouch.
Is your jewelry waterproof?
Our gold jewelry is treated with a waterproof coating to avoid damage caused by water.
We recommend avoiding chlorinated water and salt water as harsh chemicals and salt can contribute to the degradation over time of any material whether it is waterproof or not.
We recommend rinsing your jewelry in fresh water after exposure to chlorinated or salt water.
How are your products manufactured?
Each piece is produced individually and by hand in our studio. None of our products are mass-produced.
Are your products sustainable?
Sustainability and developing and maintaining sustainable manufacturing practices are at the core of our brand ethos. Design elements have been carefully chosen for their sustainability. Designs feature natural materials like cotton, metals and stones, while avoiding synthetics and plastics.
This philosophy begins during the design process and extends to packaging and shipping. Your purchase will be shipped in 100% recyclable packaging with an aim to create as little waste as possible.
Orders
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Paypal and Apple Pay.
When will my order ship?
Orders are typically processed within 1-2 business days.
Pre-orders will ship on the date specified when ordering.
Do you offer payment in installments?
Yes, depending on your location. We offer payment in 3x. To do this, you will need to select the KLARNA payment method when finalizing your order.
Shipping & Returns
How much does shipping cost?
We offer standard and express worldwide shipping.
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
We offer free standard shipping on orders over $150.
We offer free express shipping on orders over $250.
Where will my order ship from?
Currently all orders ship from Montréal, Canada.
When will I get my order?
Please allow us 1-2 days to process and ship your order. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Are any purchases final sale?
All of our jewelry can be returned or exchanged with the 15-day return window.
How can I track my order?
Once your order is shipped, you will receive an email with an online tracking number. You can track your package on the carrier's website.
What shipping companies do you use?
Orders placed with standard shipping are shipped by express mail with tracking. Orders shipped with express shipping are shipped with DHL or UPS.
Are customs fees and other taxes /duties calculated in the prices displayed on the site?
Taxes and customs are not included in the prices displayed on the site and will be paid by the customer upon delivery of the product.
Do you accept exchanges/returns?
We hope you love your Islasereia pieces, but if for any reason you are not satisfied, we are happy to offer a refund, store credit or exchange for unworn items that are returned to us within 15 days of receiving your order. Returned merchandise should be accompanied with the original packaging and must not show any signs of wear.
Please contact us at returns@islasereia.com and we will be happy to assist you with your return.