Shipping and returns
Orders are shipped with tracked courier service - we will share your tracking number once it is booked.
Duty, shipping costs and VAT may be charged directly to you by the shipping company for shipments outside of the UK. These costs are your sole responsibility. Prices for shipments in the UK will be inclusive of local taxes and duty charges.
For purchases of pre-order or made-to-order items, please note these are not for immediate shipping as there is a production lead time which will be outlined on the product description page or directly via email. We will contact you via email once the order has been produced and is ready for dispatch.
Izabela Couture operates a 14-day return and/or exchange policy upon receipt of your order for orders placed online. To qualify for a full return, all items must be returned unworn, in their original packaging with tags still attached. Postage costs are not eligible for refund.
Please note, we hold the right to refuse refunds if the merchandise returned does not meet our return policy requirements.
We cannot be responsible for returns that are lost or damaged in transit, when your return has been received and inspected, and if deemed acceptable for a refund, this will be issued within 5 days to your original payment method.
We do not offer refunds or exchanges on made-to-order or custom pieces. Deposits for custom orders are non-refundable, once a custom order is invoiced and a deposit made, this is a final sale and legal binding commitment for the custom piece and process. Note that a deposit for a custom order, is still non-refundable even if the garment has not been started or completed - as at the point of invoicing and paying a deposit, the custom order process has already started, your place is reserved in our production schedule, design sketches may have already been exchanged and so we cannot offer a deposit refund.
Returns to be made to:
Izabela Couture Returns
New Malden, London
Return Shipping and duty/ taxes costs are responsibility of the customer. A tracking number must be shared with us on email at firstname.lastname@example.org for all return shipments organised by the customer.
We only replace or exchange items that are damaged or defective, or if you would like to exchange for a different size. If you would like to organise an exchange, please email email@example.com.