Refund policy

Return/Refund

If you are not satisfied with your purchase, you may return it for a refund or exchange within 14 days of delivery (as determined by the tracking delivery date). Please note that exchanges may take longer if we do not have available stock. Items that arrive damaged or have a manufacturing defect must be reported within 14 days of delivery to be eligible for a refund. Damage caused by wear, misuse, or normal use is not eligible for a refund. We do not, under any circumstances, refund shipping or customs fees.

Custom, engravable items and all 14/18KT jewelry (custom or in-stock) do not qualify for returns or exchanges as they are made to order. Any adjustments to these pieces must be requested within 7 days after the order was placed.

Clearance items do not qualify for returns, exchanges or price adjustments.

In order to start the return process, you must contact us and initiate the return/exchange within 14 days of receiving your items. Please include your order number as well as the reason for the return. All returned items must appear new and unworn, in their original condition, and carefully and securely wrapped. If you do not follow this process, your refund or exchange may be refused or delayed.

You will be responsible for shipping costs when returning items. We can provide a return label for US & Canada orders which will be deducted from your refund or billed to you. Once you've received a return label you must send out the package within 10 business days or the return will be voided. Please include the necessary information found on this form within your shipment. Bisoulovely is not responsible for any items that are lost, stolen, or damaged during return shipping, and we cannot refund items that are lost or stolen. Please provide us with a return tracking number via email in order to avoid these issues. For the carriers information, items shipped back must be labelled as a return.

Shipping Protection

If your item arrives damaged or is lost and you have purchased Shipping Protection please contact us through email support@bisoulovely.com or our contact us page to file a claim.

Dresses and Clothes Return Policy

If you are not satisfied with your purchase, you may return it for a refund or exchange (stock permitting) within 30 days of delivery (as determined by the tracking delivery date) ONLY IF the 360 ID tag remains untampered with. Returns are void if the 360 ID tag is removed or tampered with. We do not, under any circumstances, refund shipping or customs fees.

In order to initiate the return process, you must contact us within 30 days of delivery. Please include your order number as well as the reason for the return. All returned items must appear new and unworn, in their original condition, and carefully and securely wrapped. Items with the 360 id tag not intact or removed will not be accepted. If you do not follow this process, your refund or exchange may be refused or delayed.

You will be responsible for shipping costs when returning items. Please include the necessary information found on this form within your shipment. Bisoulovely is not responsible for any items that are lost, stolen, or damaged during return shipping, and we cannot refund items that are lost or stolen. Please provide us with a return tracking number via email in order to avoid these issues.

Pre-order cancellation and refund

A refund/cancellation for a pre-ordered item that has not yet shipped must be requested as soon as possible. Request to cancel your pre-order before the pre-order period closes to ensure your request goes through. Orders older than 3 weeks may be ineligible for cancellation. Once delivered your item will follow standard return/exchange procedure of our regular similar items.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

How to exercise your right of withdrawal: Contact us at support@bisoulovely.com before the withdrawal period expires. You may use the subject line "Withdrawal Request" along with your order number. We will confirm receipt of your request promptly.

Return of goods: Once you have notified us of your withdrawal, you must return the goods to us without undue delay and no later than 14 days after notifying us. Return shipping costs are your responsibility unless we have stated otherwise.

Refunds: We will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving your returned goods (or proof of return, whichever is earlier). Excluding insurance purchased. Refunds will be issued using the same payment method as your original purchase.

Exceptions: The right of withdrawal does not apply to: