Frequently Asked Questions (FAQ)

Created On: 16 August 2025
Last Updated: 16 August 2025

Find quick answers to the most common questions about shopping with IsabellaMae (operated by HK EMPIRE TRADE SOLUTIONS LIMITED).

Orders & Accounts

Do I need an account to place an order?

No, you can checkout as a guest. Creating an account helps you track orders and manage your details.

Who can create an account?

Customers aged 13 and above. If you are under 13, you must have parental consent.

Can I change or cancel my order?

Yes—within 12 hours of placing your order. After your order ships, it cannot be cancelled. You may still return it according to our Return & Refund Policy.

What is your order cut-off time?

Orders placed before 2:00 PM (GMT+9:30) are processed the same business day whenever possible.

Payment & Billing

What payment methods do you accept?

We accept Airwallex and PayPal payments, plus major cards: Visa, MasterCard, American Express, Discover, JCB, Diners Club, Maestro, UnionPay, and supported digital wallets such as Google Pay.

What currency will I be charged in?

All prices are shown and charged in Australian Dollars (AUD). We do not add a currency conversion fee, but your card issuer or payment provider may.

When is my card charged?

We charge your payment method at the time of order. We do not offer subscriptions or instalment plans.

My payment failed. What happens now?

If a payment fails or is declined, any pending charge is automatically released back to your original payment method (your bank may take 7–10 business days to reflect this).

How do you keep payments secure?

Our checkout is SSL-secured and fraud-screened. We may hold or cancel orders if we detect suspicious activity.

Shipping & Delivery (Australia Only)

Do you offer free shipping?

Yes. We provide free standard, trackable shipping across Australia.

Where do you ship?

We ship to most Australian addresses, including many rural and remote areas. We do not deliver to P.O. boxes or certain restricted military area postcodes.

How long does delivery take?

Processing is 0–2 business days. Standard delivery is typically 7–10 business days after dispatch. Delays can occur during peak seasons or due to courier disruptions, weather, or public holidays.

Which couriers do you use?

We partner with trusted carriers such as Australia Post, StarTrack, CouriersPlease, and others.

Will I have to pay customs or import duties?

All prices include applicable sales tax. If an order ships from an international warehouse, your shipment may be subject to import duties or charges based on your location. These are payable by the recipient where applicable.

Tracking & Delivery Issues

How do I track my order?

We email your tracking number within 48 hours of dispatch. You can also track via our Order Tracking page.

My package shows delivered but I didn’t receive it. What should I do?

Please check with household members and neighbours, then contact the courier using your tracking number. If still unresolved, contact us and we will assist.

What if my order is lost in transit?

If your order is lost during transit, we will reship your items or provide a full refund.

What happens if delivery fails due to an incorrect address?

We will try to contact you to correct the address. If the order returns to us, we will refund you minus any delivery fee. Redelivery fees may apply.

Returns & Refunds

What is your return window?

You can return items within 30 days of receiving your order. Items must be unused, in original packaging, with tags attached.

How do I start a return?

Contact us at support@byisabellamae.com or call +61 2 8403 2694 for approval and instructions. Returns without prior authorization are not accepted.

Who pays for return shipping?

If an item is defective, damaged, or incorrect, we cover return shipping. For change-of-mind or size exchanges, the customer is responsible for return shipping.

Is there a restocking fee?

For uncollected packages returned to us, a AUD $15 restocking fee applies.

When will I get my refund?

Refunds are issued to your original payment method after inspection and approval. Please allow 5–14 business days for your bank or payment provider to complete processing.

What items are not eligible for return?

Worn, washed, or altered items; items without original tags/packaging; final sale or clearance items; and returns sent without approval.

I received a damaged or wrong item. What should I do?

Please report it within 24–48 hours of delivery. We will arrange a replacement or refund and provide a prepaid return label if required.

Products & Sizing

How do I choose the right size?

Please refer to the size guide on each product page. If you’re unsure, contact our support team for help.

Will sold-out items be restocked?

Some popular items may be restocked. You can check back on the product page for updates.

Privacy & Data

Do you sell my personal data?

No. We do not sell your personal information. We share data only with trusted partners (payment providers, shipping carriers, analytics and advertising platforms) to process orders and improve your experience, or when required by law.

Can I delete my account and data?

Yes. You can request account and data deletion by contacting us. We may hold data if suspicious activity is under review or where required by law.

What analytics and ads tools do you use?

We use Shopify Analytics, Microsoft Clarity, and Google Analytics 4, and we advertise via Google Ads, Meta Ads, and TikTok Ads (including remarketing).

Contact & Business Information

IsabellaMae (Operated by HK EMPIRE TRADE SOLUTIONS LIMITED)
Trade ID: 77009439
Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong (no return address)
Email: support@byisabellamae.com
Phone: +61 2 8403 2694
Customer Service Hours (GMT+9:30): Mon–Fri: 09:30–18:00, Sat: 12:00–17:00, Sun: Closed
We aim to respond within 24 hours.

Helpful Links

By placing an order or using our website, you agree to our Terms of Service and related policies.