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Shipping & Returns

Shipping information

Currently, we are fulfilling orders to Europe, Switzerland, the United Kingdom and United States and we offer international shipping  free of charge.

We ship to these destinations on a DDP (Delivery Duty Paid) basis, which means all relevant import duties and taxes will be included in the product price shown.

Our pricing is selected for Euros. However if you wish to understand the currency of your selected piece, please contact us at

If you are based in a location not currently catered to online, please contact us for assistance with placing your order directly with a member of our team. We will inform you on details and logistics in order to accommodate an alternative shipping destination request.

We are not responsible for additional customs duties and government tax charges  in countries or states where additional import duty  fees apply.

Most Isabella Roux pieces are made specifically for you by hand. Our workshops are based in Europe and Geneva. Each piece will be created from scratch and prepared for you individually. Should a special stone need to be sourced for you, it will be communicated to you by our designer Sadhbh and a timeline will be indicated. If the stone is already at hand, we will create your custom made jewel within 8 weeks of receiving your order.

Please contact our head designer at for specific order and timeline delivery enquiries.

Should a  product be indicated as “Available Online” on our Website, we will arrange the delivery within 10 working days from confirming your order and share tracking details with you via email address provided. 

If you have any specific delivery requests, please email us at or call or Whats’app message us on +41 76 734 0884 .

Tracked and Signed Delivery

All our orders are sent tracked and require proof of delivery. This means we are unable to authorise packages to be delivered without a signature. Please ensure you are at the assigned address at time of delivery. Should you miss the delivery for any reason our courier will make two more attempts to deliver your purchase.

A tracking reference will be shared with you as soon as your order has been dispatched.

Once you have signed for your package, your purchase will be under your full responsibility.


Returns Information

We hope you are happy with your purchase, however if you wish to return your piece of jewellery for any reason, you have 14 days from the date you received your order to follow the below steps.

Please note we can only accept your return if your items are in their unworn and immaculate condition with the jewellery pouch, box and certificate included in their original state from the country that the order was delivered to.

If the initial import duties and taxes of your order are covered by us at point of purchase, they will be deducted from your refund in case of a return.

Bespoke jewellery or jewellery that has been resized on behalf of a client cannot be returned or exchanged.


Return Instructions

Step 1

Please email us at with your wish to exchange or return your item and provide us with your name, home address, order number and phone number.


Step 2

We will respond to your return request within 48 hours and provide you with our return address to post your item to.


Step 3

When packing your return to send back to us, please ensure the pieces along with original packaging and certificate are in a sturdy box and follow the packing instructions below:

  • Please place the jewellery back in the Isabella Roux pouch in the presentation box along with bubble wrap or tissue paper for protection.

  • Then place the certificate of authenticity and presentation box with the safely packed jewellery in another small bag or pouch before placing in a sturdy box. Feel free to reuse the shipping box you have received your order in.

  • Please make sure that the jewellery and jewellery box are secure and will not move around in transit.

  • After everything has been packed make sure the package is sealed securely


Step 4

We do not cover the cost of any return shipments and it is your responsibility to return the products to us safely. We recommend that you insure the return shipment and use a secure, trackable shipping method, that provides you with proof of sending as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them back. 


Step 5

Once we have received the order back (within 14 days from date of delivery), it will be carefully inspected. Please note we have the right to refuse your return if the jewellery has not been returned in its original condition, if part of the packaging is missing (jewellery box and pouch) or if the products show any signs of wear. 


Step 6

Once your return has passed our quality checks, we will refund you the price you paid for your order, less any duties and taxes covered by us when your order was sent to you. The same method you used to make payment within 30 days will be used. We will not be liable for any fee charged by your bank or financial institution on this refund and we will not refund the shipping costs. 

If you do not feel confident arranging the return shipment, please give us a call at +41 76 734 0884 or email us at  for any assistance and advice on the safest option to return your order. 


We accept most credit and debit cards online.

You can also choose to pay with revolut or paypal. Please contact our customer services team at +44 (0) 20 7729 0126 or message us on whats’app if you wish for us to send you a link for this payment.

You are welcome to get in touch with us directly if you wish to make a bank transfer. It will be your responsibility to ensure that the payment includes any bank transfer fees.

Payment is only debited from your card once we have reviewed your order and contacted you with your order confirmation.


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Bespoke Commissions

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