Frequently Asked Questions

SHOPPING

How do I make a purchase?
Making a purchase is straightforward. Browse the site and click on any product to view its details. Select your desired size and click either “Add to Cart” or “Buy Now.” Your selected item will appear in the shopping bag icon located at the top right corner of your screen. You can click or hover over this icon anytime to review your bag’s contents. When you are ready to finalize your order, click “Checkout” within the shopping bag and follow the simple, one-step process to complete your purchase. For any assistance, please reach out to our Customer Care team.

How do I find a specific item?
To locate a particular item, you can use the “Search” function in the top right corner of any page by entering relevant keywords. Alternatively, navigate through the main menu: explore products by category in the ‘Shop’ section or browse collections by designer in the ‘Brands’ section. Once on a category or brand page, you can further refine the displayed products using the filter options on the left-hand side of the page.

How do I know if an item is in stock?
The majority of displayed items are in stock. To check availability, simply hover your cursor over a product image to see a list of sizes. If a specific size is displayed in grey or marked as “Sold Out” on the product page’s size selector, it is currently unavailable. Some items may be available for “Pre-Order.” You can add these to your wishlist to receive an email notification once they are back in stock. Please note that items in your shopping bag are not reserved and remain available to other customers until your order is completed.

PAYMENT

What payment methods does issimoproducts.com accept?
We accept a variety of secure payment methods, including American Express, Visa, MasterCard, Diners Club, PayPal, and Apple Pay.

How do coupons work?
Coupon codes are not cumulative and can typically be applied to all products unless specifically stated otherwise (e.g., for made-to-order items). Each promotional code has a specified validity period and must be used before its expiry date. The welcome coupon offered for newsletter subscription is valid for your first purchase only and cannot be used for made-to-order products. Discounts cannot be applied retroactively to an order that has already been paid for.

Is it safe to use my credit card online at issimoproducts.com?
We prioritize the security of your transaction. All orders are processed through a secure system and undergo a standard verification check to protect against fraud.

How will I know if you have received my order?
Immediately after placing your order, you will receive an initial email acknowledgment. This confirms that we have received your order request. A second, formal order confirmation email will be sent to you only after your payment has been authorized, your delivery address has been verified, and the items have been allocated for shipment.

SHIPPING & RETURNS

Do you ship internationally?
Yes, we deliver our products worldwide. For destinations outside the European Union, certain product restrictions may apply, so please review the relevant information on our site. Please be aware that orders shipped internationally may be subject to import duties and taxes levied by the destination country. These charges are the responsibility of the recipient and are not included in the item price or shipping cost. We recommend checking with your local customs authority for more details before ordering.

Am I able to track my order?
Yes. Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email containing a unique tracking number. You can use this number to monitor the status of your delivery through the carrier’s website.

Can I exchange my order?
Certainly. If you wish to exchange an item for a different size or product, please contact our Customer Care team with your request. Please note that made-to-order or personalized items are not eligible for exchange.

How do I return an item?
You have 14 days from the date you receive your order to initiate a return. To start the process, please contact our Customer Care team to request a return. We will then arrange for a courier and email you a prepaid return shipping label and all necessary instructions. As soon as the returned item is received at our warehouse in its original, unworn condition, we will issue a full refund to the original payment method. Items that are damaged or not in their original condition cannot be accepted for return.

Can I return a personalized item?
No, made-to-order and personalized items are considered final sale. Once your order for such an item has been successfully submitted and processed, it cannot be cancelled, modified, or returned for a refund.

If my order is delayed, does that affect my returns period?
Your 14-day return window begins from the day you receive the order. Once you have submitted a return request, you then have a further 14 days to send the item back to us. If you encounter any difficulties meeting these timelines, please contact our Customer Care team immediately for assistance.

For more information, please visit our main site at issimoproducts.com.