Introduction

At IZ Emporium, we are committed to your satisfaction with our products. This policy outlines our procedures and guidelines for returning or exchanging items purchased from our store, ensuring clarity and transparency for all transactions processed through our online platform.

General Return Guidelines

  • Ready-to-Wear Items: Eligible for returns within 7 days of receipt if they are unworn, unaltered, and in their original packaging with tags intact.
  • Standard Stitched Items: Returnable only if defective. Defects must be reported within 48 hours of delivery, accompanied by photographic proof.
  • Custom or Semi-Custom Stitched Items: Due to their personalized nature, these items are considered final sale and are not returnable or refundable, except in cases of manufacturing defects.

Payment Processing and Refunds

All financial transactions on our website are processed securely through Stripe, ensuring compliance with the highest payment security standards.

  • Refund Method: Refunds are credited back to the original method of payment used during the purchase.
  • Timing of Refunds: Stripe processes refunds within 5-10 business days. Depending on your bank’s processing practices, the funds may take additional time to appear in your account.
  • Transaction Fees: Transaction fees from the original payment are not refundable.
  • Dispute Resolution: For any issues with your refund or disputes regarding a transaction, please get in touch with our customer support. Stripe’s dispute resolution tools are also available to facilitate the process.

Return Process

  1. Initiation: To initiate a return, contact us at support@izemporium.com or call +44 7456 261486 with your order number and reason for the return. Include photos of defective items.
  2. Approval: We will review your request against our return policy. If approved, we will provide you with a return authorization and instructions.
  3. Shipping: Customers are responsible for return shipping costs. We recommend using a traceable shipping method to ensure the safe return of the items.
  4. Inspection: Upon receipt, items will be inspected to confirm their condition. Returns must meet our criteria and be returned at the customer’s expense.
  5. Refund Processing: Approved returns will be refunded through Stripe to the original payment method, minus applicable fees such as the restoration fee for ready-to-wear items.

Special Considerations

  • Restoration Fee: A fee of £20 applies to all returned ready-to-wear items to cover handling and restocking.
  • Return Shipping Charges: The customer is responsible for all return shipping charges.
  • Final Sale Items: Items marked as ‘Final Sale’ are not eligible for return or exchange.

Changes to This Policy

IZ Emporium reserves the right to amend this policy at any time. Please review it periodically to stay informed of any updates.

Contact Us

Should you have any questions or need further clarification regarding our return and exchange policy, please do not hesitate to contact our customer support.