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Returns and Complaints


Return Conditions

According to our terms and conditions, you are responsible for covering the direct costs of returning items you wish to send back to us. 
Upon request, we can provide you with a discounted return label for a fee of €3.00. This fee will be deducted from your refund. You are not obligated to use our return label and can send the return yourself to our address using a shipping service of your choice: 
BlackBundle GmbH 
Isola Nera 
Am Obstgarten 4 
88145 Hergatz 

Using a Prepaid DHL Return Label (€3.00)


1. Request a discounted return label 

To receive a return label, please notify us of your return by replying to your shipping confirmation email or sending an email to contact@isolanera.com. Include your order number and specify the items you wish to return.

2. Pack items and attach the return label 

Place the items in the package and attach the return label to the outside. Please ensure the package is filled with recycled paper or padding to prevent damage during transit. 

3. Drop off your return 

With our return label, you can drop off the package at any DHL service point or Packstation. Keep the return receipt until we confirm your return has been processed. 

4. Receive your refund 

Once your return has been received and inspected, your refund will be issued within 14 days. 

! This process is not a mandatory requirement for exercising your right of withdrawal. Please read our full withdrawal policy for complete details. 


What to do in case of transport damage or a complaint 

If you notice that your package is damaged during delivery, please inform the delivery person immediately and have the damage documented. Be sure to get a confirmation of this. Then, contact our customer service team via email to discuss the next steps. 

You are always entitled to unpack the items to check their function and appearance. If an item is defective, damaged, or incorrectly delivered, please register a complaint at contact@isolanera.com. Once we have received your complaint, we will contact you via email to inform you about the next steps. 

Please wait for our response before returning the product.