Returns Policy

We are committed to make your return as easy and smooth as possible if you need assistance please email and an expert will respond immediately. 

Made to Order Pieces

Most of our pieces are made to order as we work hard to become a sustainable organization. 

Made to order pieces are final sale as they are custom made especially for you. If you desire to order a stock item with a 10 day return policy please send us a message through our contact form and we will respond immediately. We must say our stock is limited and do not guarantee we will have your piece in stock.

However if you receive a faulty item you may return your order for an exchange or credit voucher within 10 days of your purchase.

You are eligible for a one-year warranty on any jewelry item ordered from The warranty does not cover damages made to the stones or natural wear and tear but production defects. 

All items are quality controlled and checked by a third party before they are shipped to you, returns that show signs of wear, are damaged or do not have their original box may not be accepted and may be sent back to the customer.

Stock Pieces

Stock pieces are eligible for a 10-day return warranty unless they are sold on sale or discount. Return items must be unworn, unused and unwashed with all original tags attached. 

Sale or Discounted Items

Sale and Discounted items are final sale unless the product is deemly faulty when received.

Incorrect Items

If you received an incorrect item please email and one of our experts will respond immediately.

How to Return

Please email us at including your order number, and explain the issue with your piece. One of our experts will respond immediately. To return, please pack your item in your ISSAI jewelry box and include all the tags and labels. Please make sure to label the parcel as No Commercial Value / Return.

Send it to :

No Commercial Value / Return to:


Circunvalación Sur 45-3
Las Fuentes, Zapopan, 45070

For assistance with your return please contact customer care
Call / WhatsApp: +52 1 33 11 93 90 73

If your return does not meet our return policy requirements you will be contacted by our customer care team.

Return Freight

We offer free returns on all orders within Mexico and working to make it happen in the USA. Once your return request has been approved your free returns label will be emailed to you.

Please only use FedEx UPS or DHL when returning items. National curriers (such as Australia Post or USPS) work with MexPost cross borders and we have experienced a large number of lost parcels, if we do not receive your parcel we cannot process your return.

Credit Vouchers

Once your return has been verified we will issue your credit voucher via email to redeem online at

Please note that credit vouchers are valid for 6 months and not refundable or redeemable for cash.

Products Purchased at our Partner Boutiques

Please contact the boutique where you purchased your item to process your return through them.