Return & Refund Policy

At IZEL, each piece is a labor of love — designed, handcrafted, and finished with care and precision.
Since our creations are often made-to-order or produced in limited quantities, we maintain a careful and transparent return policy to ensure fairness and respect for our artisans’ time and craftsmanship.

Please read the following terms before making a purchase.

1. Eligibility for Returns

Because our garments are handcrafted and made specifically for you, returns or refunds are generally not accepted unless:

  • You receive a damaged or defective item

  • You receive a wrong item (different from your confirmed order)

In such cases, you may request a replacement or refund within 3 days of receiving your order.

To be eligible, items must be:

  • Unused, unwashed, and unworn

  • In their original packaging, with all tags and labels intact

  • Accompanied by proof of purchase (order confirmation email or invoice)

2. Non-Returnable Items

Due to hygiene and customization reasons, the following items are not eligible for return or refund:

  • Customized or made-to-measure pieces

  • Sale or discounted items

  • Accessories or inner garments

  • Items showing signs of use, damage, or alteration after delivery

3. Return Process

If your item qualifies for return or exchange:

  1. Contact our support team within 3 days of delivery at izelluxurydubai@gmail.com

  2. Provide your order number, photos of the item, and a brief explanation of the issue

  3. Our team will review your request and guide you through the return or replacement process

Please do not ship items back without prior confirmation, as unapproved returns will not be accepted.

4. Refunds

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 7–10 business days.

  • Shipping and handling fees are non-refundable.

If the product was purchased during a free shipping offer, the original shipping cost will be deducted from the refund amount.

5. Exchanges

If you received the wrong size or product, we are happy to exchange it (subject to availability).
Custom or made-to-order pieces may require additional time for reproduction.

6. Damaged or Defective Items

At IZEL, we take great care in quality control.
However, if your order arrives damaged or defective, please contact us immediately at izelluxurydubai@gmail.com with photos of the product and packaging.
We will prioritize resolving the issue through replacement, repair, or refund based on availability.

7. Late or Missing Refunds

If you haven’t received your refund within 10 business days:

  • First, check your bank or card provider’s processing time.

  • Then, contact your payment provider.
    If you’ve done all this and still haven’t received your refund, please reach out to us at skinbyalt@gmail.com.

8. International Orders

For international customers, customs duties, VAT, or taxes are non-refundable, as these are imposed by your local government.
Return shipping costs for international orders are the responsibility of the customer unless the return is due to our error.