Delivery and returns
Last updated: 2 October 2026
At H.ISLE, every order is carefully prepared in our workshop in France. Below you will find information about the preparation, delivery and return of your orders.
1. Preparing your order
Products available in stock are prepared and shipped within the time frame stated on their product page or at the time of ordering.
Certain lighting products are made to order or require a specific manufacturing lead time. In this case, the estimated lead time is stated on the product page or communicated before confirmation of your order.
Where several products in the same order have different lead times, H.ISLE may make several separate shipments.
A shipping confirmation and tracking information will be sent to you by email where available.
2. Delivery
We deliver throughout France and to various countries worldwide.
Available destinations, delivery methods and corresponding charges are indicated when you place your order.
Products are shipped to the address provided when the order is placed.
Delivery times depend in particular on the destination, the selected method of transport and product availability.
The delivery time applicable to your order is communicated to you before confirmation.
Delivery in France
Orders are shipped from our workshop in France using a carrier suited to the nature and destination of the order.
Delivery tracking information is provided where the carrier offers this service.
International delivery
H.ISLE ships its products to numerous European and international destinations.
International shipments are made under the DAP (Delivered At Place) Incoterm, unless otherwise expressly agreed with the Customer.
For delivery under DAP terms, H.ISLE arranges transportation of the products to the agreed place of destination. Any customs duties, import taxes, customs clearance charges or other costs that may apply in the country of destination remain payable by the recipient.
The amount of any such charges is determined by the customs authorities and/or service providers in the country of destination and depends in particular on local regulations and the nature and value of the products shipped. H.ISLE is therefore unable to determine these amounts in advance.
Customers are advised to contact the competent customs authorities in their country before placing an order in order to ascertain any applicable duties, taxes and formalities.
Any additional delays resulting from customs formalities are beyond H.ISLE’s control.
Late or failure to deliver — Consumers
H.ISLE will deliver the products on the date or within the period communicated before the order is concluded. Where no date or period has been agreed, delivery will take place without undue delay and no later than thirty days after conclusion of the contract.
If this period is exceeded, you may formally request H.ISLE, by email at hisle@hisle.fr or by post, to deliver within a reasonable additional period.
If delivery does not take place within this additional period, you may terminate the contract by notifying us of your decision in writing. The contract is terminated upon receipt of this notification, unless delivery has taken place in the meantime.
You may terminate the contract immediately where H.ISLE refuses to deliver or where it is clear that delivery will not take place. You may also do so where the delivery date or period that has not been met constituted an essential condition of the contract, either as a result of the circumstances surrounding the purchase or because of an express request made before the contract was concluded.
Where the contract is terminated under these circumstances, H.ISLE will refund all amounts paid under the terminated contract, including delivery charges, no later than fourteen days following termination.
You may also notify H.ISLE that you are suspending payment of all or part of the price in accordance with the applicable statutory provisions. These provisions do not prevent you from making a claim for damages where applicable.
3. Receipt of your order
Upon receipt of your parcel, we recommend checking its condition and the condition of the products.
If the parcel shows visible signs of damage, we recommend reporting this to the carrier and, where possible, keeping photographs of the parcel and its contents.
If a product is damaged or you experience any issue with your delivery, please contact us promptly at: hisle@hisle.fr
Please include your order number and, where possible, photographs.
This will enable us to process your request as quickly as possible.
This procedure does not in any way limit your rights under applicable statutory guarantees.
4. Would you like to return your order?
For purchases made at a distance, you generally have 14 days from receipt of your order in which to exercise your right of withdrawal, without having to provide any reason for 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 by email to: hisle@hisle.fr
Please specify:
- your name;
- your order number;
- the product or products concerned;
- your decision to exercise your right of withdrawal.
You may also use the standard withdrawal form available in the appendix to our Terms and Conditions of Sale.
After informing us of your decision, you have a further 14 days in which to return the product or products concerned.
Exercise your right of withdrawal from your customer account: https://shopify.com/93904765264/account
5. Return conditions
The product must be returned in a condition that allows its nature, characteristics and proper functioning to be established.
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 reduction in the value of the product, which may be deducted from the refund in accordance with applicable regulations.
Where possible, we recommend keeping the original packaging and using packaging that provides adequate protection during transportation.
Products must be returned complete, together with any accessories and other components supplied with them.
6. Return costs
The direct costs of returning the products are payable by the Customer when exercising the right of withdrawal, unless otherwise stated by H.ISLE or provided by law.
Before making any return, we recommend contacting us to obtain practical information and confirm the return address to be used.
Return address:
H.ISLE
5 rue Denis Papin
56890 Plescop
France
7. Personalised and made-to-measure products
Certain H.ISLE products may be manufactured according to specific requirements or specifically personalised.
In accordance with applicable regulations, the right of withdrawal does not apply to products made to the Customer’s specifications or clearly personalised.
Where this exception applies, H.ISLE will inform you before confirmation of your order.
Simply selecting from the standard options offered on a product page does not necessarily constitute personalisation that excludes the right of withdrawal.
8. Refunds
After receiving your withdrawal request, H.ISLE will issue the refund in accordance with applicable 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 withhold the refund until the product has been recovered or until proof that the product has been shipped has been received, whichever occurs first.
The refund will be made using the same payment method as that used for the order, unless otherwise agreed with the Customer.
The original delivery charges will be refunded up to the cost of the standard delivery method offered when the order was placed. Any additional cost resulting from a more expensive delivery method selected by the Customer will not be refunded.
9. Defective or non-conforming product
If your product has a defect, fault or conformity issue, this does not necessarily constitute a return under the right of withdrawal.
H.ISLE products benefit from the applicable statutory guarantees, including the statutory guarantee of conformity and the statutory warranty against hidden defects.
In this case, please contact us at: hisle@hisle.fr
Please provide your order number and describe the issue encountered.
Where useful, we may ask you to provide photographs or a video to help us better understand the issue.
Our team will be able to guide you towards the appropriate solution: diagnosis, assistance, repair, replacement or another remedy provided by applicable regulations.
For further information about the guarantees and repairability of our products, please also refer to our “Warranty & Repairability” page.
10. Do you have a question about your delivery or return?
Our team is available to assist you.
H.ISLE
5 rue Denis Papin
56890 Plescop
France
+33 (0)2 30 85 96 15
hisle@hisle.fr
For any enquiry concerning an order, please remember to provide your order number so that we can respond more quickly.
