Delivery and returns
Last update: September 18, 2026
At H.ISLE, every order is carefully prepared in our workshop in France.
Below you will find information regarding the preparation, delivery, and returns of your orders.
1. Preparation of your order
Products available in stock are prepared and shipped within the timeframe indicated on their product page or at the time of ordering.
Some light fixtures are made to order or require a specific production time. In this case, the estimated lead time is indicated on the product page or communicated before your order is confirmed.
When multiple products in the same order have different lead times, H.ISLE may make multiple shipments.
A shipping confirmation as well as tracking information will be sent to you by email when they become available.
2. Delivery
We deliver in France and to various international countries.
Available destinations, delivery methods, and corresponding costs are indicated during your checkout.
Products are shipped to the address provided during the order.
Delivery times depend in particular on the destination, the transport method chosen, and product availability.
The delivery time applicable to your order is indicated to you before it is confirmed.
Delivery in France
Orders are shipped from our workshop in France by a carrier adapted to the nature and destination of the order.
Delivery tracking is provided when the transport service allows it.
International delivery
H.ISLE ships its products to many European and international countries.
International shipments are carried out under the DAP (Delivered At Place) Incoterm, unless otherwise expressly agreed with the customer.
Under a DAP delivery, H.ISLE handles the transport of the products to the agreed destination. Any customs duties, import taxes, customs clearance fees, or other charges that may be applied in the destination country remain the responsibility of the recipient.
The amount of these potential charges is determined by the customs authorities and/or service providers in the destination country and depends on local regulations, as well as the nature and value of the shipped products. H.ISLE therefore cannot determine their amount in advance.
The customer is advised to inquire with the competent customs authorities of their country before placing an order to learn about any applicable duties, taxes, and formalities.
Any additional delays related to customs formalities are beyond H.ISLE's control.
3. Receiving your order
Upon receipt of your package, we recommend that you check its condition as well as the condition of the products.
If the package shows obvious signs of damage, we recommend that you report them to the carrier and, if possible, keep photographs of the package and its contents.
In case of a damaged product or any issue regarding your delivery, contact us promptly at: hisle@hisle.fr
by indicating your order number and, if possible, attaching photographs.
This process allows us to handle your request as quickly as possible.
It does not in any way limit the rights you benefit from under legal warranties.
4. Do you wish to return your order?
For distance purchases, you generally have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.
To exercise this right, you simply need to inform us of your decision before this period expires.
How to proceed?
Send your withdrawal request via email to: hisle@hisle.fr
specifying:
- your name;
- your order number;
- the product(s) concerned;
- your wish to withdraw.
You may also use the standard withdrawal form available in the appendix of our Terms and Conditions.
After informing us of your decision, you have 14 additional days to return the product(s) concerned to us.
5. Return conditions
The product must be returned in a condition that allows its nature, characteristics, and proper functioning to be verified.
You may handle the product to the extent necessary to check these elements.
However, use or handling beyond what is necessary may result in a depreciation of the product, the amount of which may be deducted from the refund in accordance with applicable regulations.
We recommend that you keep the original packaging whenever possible and choose packaging that offers sufficient protection during transport.
Products must be returned complete, with their accessories and any included items.
6. Return shipping costs
The direct costs of return are borne by the customer when exercising the right of withdrawal, unless otherwise indicated by H.ISLE or provided by law.
Before any return, we recommend that you contact us to learn about the practical procedures and the return address to use.
Return address:
H.ISLE
5 rue Denis Papin
56890 Plescop
France
7. Personalized and custom-made products
Some H.ISLE products may be made according to special specifications or be subject to specific personalization.
In accordance with regulations, the right of withdrawal does not apply to products made to the customer's specifications or clearly personalized.
When this exception applies, H.ISLE will inform you before your order is confirmed.
Simply choosing from the standard options offered on a product page does not necessarily constitute a personalization that excludes the right of withdrawal.
8. Refund
Upon receipt of your withdrawal request, H.ISLE will process the refund under the conditions provided by regulations.
The refund will be made no later than 14 days from the date on which H.ISLE is informed of your decision to withdraw.
However, H.ISLE may defer the refund until the product is recovered or until proof of its shipment is received, whichever occurs first.
The refund is made using the same payment method as that used during the order, unless otherwise agreed with the customer.
The initial delivery costs are refunded up to the amount of the standard delivery rate offered at the time of the order. The surcharge corresponding to a more expensive delivery method chosen by the customer is not refunded.
9. Defective or non-conforming product
If your product has a defect, a malfunction, or a compliance issue, this is not necessarily a return under the right of withdrawal.
H.ISLE products benefit from applicable legal warranties, including the legal warranty of conformity and the warranty against hidden defects.
In this case, contact us at: hisle@hisle.fr
by indicating your order number and describing the problem encountered.
When useful, we may ask for photographs or a video to better understand the issue.
Our team will be able to guide you toward the appropriate solution: diagnosis, assistance, repair, replacement, or other solution provided by applicable regulations.
To learn more about the warranties and repairability of our products, also consult our "Warranties & Repairability" page.
10. A question regarding your delivery or return?
Our team is at your disposal to assist you.
H.ISLE
5 rue Denis Papin
56890 Plescop
France
+33 (0)2 30 85 96 15
hisle@hisle.fr
For any request regarding an order, please remember to indicate your order number to allow us to respond more quickly.
