DELIVERY + RETURNS

DELIVERY INFORMATION

*COVID-19 UPDATE: PLEASE NOTE WE ARE DISPATCHING ORDERS DAILY AS USUAL*

UK DELIVERY ESTIMATE

All orders are dispatched within 1 working day. You will receive a dispatch notification via email when your item has been shipped. UK delivery can usually be expected to take 2-4 working days from dispatch.

INTERNATIONAL DELIVERY ESTIMATE

All orders are dispatched within 1 working day. We send all orders via a tracked and signed international delivery service so you can usually expect delivery to take 3-10 working days from dispatch. Please note this can sometimes be delayed at customs or international processing centres so is not a guaranteed delivery period. A tracking number will be sent to you in your dispatch notification email so that you are able to trace your order.

SHIPPING CONFIRMATION + TRACKING NUMBER

If you'd like to track your parcel and for some reason you haven't received your shipping confirmation email, please make sure to check your junk/spam folder and double check your inbox is not at full capacity storage, if you still can't find your tracking number, feel free to drop us an email at EKIZAHSTUDIO@gmail.com and we will be more than happy to help.

INFORMATION AND POLICIES

-We offer FREE SHIPPING on UK orders over £75 and International orders over £200 automatically at checkout.

-Shipping worldwide from London, UK. Domestic and International tracked and signed shipping is available at checkout on all items.

-Orders can only be sent to the address given at checkout so please make sure this is correct before making a purchase. If you have provided the wrong delivery address on an order please contact us at EKIZAHSTUDIO@gmail.com immediately with the subject "DELIVERY ADDRESS CHANGE ". We will do all that we can to help as quickly as possible, however, please be aware- we cannot be held responsible for any missing or delayed parcels that are a result of an incorrect address being provided at checkout.

-We provide tracking for all domestic and international orders which will provide confirmation of delivery once our courier partner has delivered the parcel. 

-On the rare occasion that there is ever any sort of issue, factory fault or damage found on an item, you must get in touch as soon as you receive the product to inform us. If you do not get in touch immediately before the item has been worn, we are unable to take responsibility for any damage that may occur.

-Should an order be "returned to sender" after any sort of failed delivery attempts, including incorrectly provided delivery addresses or unclaimed parcels, please note we are able to hold these items for a maximum of 30 days after delivery before they are disposed of. If you know your parcel is being return to sender, it is important you get in touch with us at EKIZAHSTUDIO@gmail.com immediately to make us aware of this.

-We ship our packages DDU (Duties Delivered Unpaid), and if you live outside of the EU, additional import fees may need to be paid in order to release your parcel.  Unfortunately, we cannot be responsible for any additional import charges charged by your country's import laws, and those are your responsibility. If these fees aren't paid and the order is returned to us, you will be refunded the original order amount less postage fees and any additional duty and handling fees incurred.

RETURNS 

EXCHANGES

Exchanges can be made for the same item in a different size, provided they arrive at our address within 14 days of delivery, 21 days for international orders. Items sent back after that period will not be eligible for an exchange and there will be a charge for returning the original goods to customer. 

All other RETURN terms and conditions must still be met for an exchange to be processed, all items will be inspected upon return.

All postage for exchanges is the responsibility of the customer. Upon requesting an exchange, the team will send you further instructions on how to exchange an item including the return address and a postage settlement made to cover the cost of sending a new item to the customer. 

Please send all returns via tracked mail as we cannot be held responsible for any lost items. 

HOW TO START AN EXCHANGE:

To start an exchange for your order please contact EKIZAHSTUDIO@gmail.com with the subject field: EXCHANGE REQUEST and include your order number, full name, original delivery address and the item/size you'd like to exchange for so we can deal with your request as quickly as possible.

 

RETURNS

All items can be returned and issued with a refund, provided they arrive at our address within 14 days of delivery, 21 days for international orders. 

All other returns terms and conditions must still be met for a cash refund to be processed. 

Items sent back after said period will not be eligible for a refund and there will be a charge for returning the goods to sender. Please note we can only refund the original cost of the item, not any postage costs. *Returned items that have been subject to free shipping will have our original delivery cost deducted from the amount refunded. 

EKIZAH STUDIO accepts unwashed, unworn and undamaged garments in their original packaging. All items will be inspected upon return. They must be unused and in the same condition as you received them, this includes being folded and placed in any garments bags that items may have been received in. Any goods returned to us that do not meet our returns policy requirements or are in an unsuitable condition will not be eligible for a refund and will be returned to sender at the cost of the customer.

Please send all returns via tracked mail as we cannot be held responsible for any lost items. 

For international returns (orders returned from outside of the UK) please ensure the parcel is marked as “returned goods” on customs or postal forms. Failure to do so may delay the issue of any refund, or result in the shipment being returned. Additionally, any duties incurred due to incorrect customs declarations will be deducted from the refund due.

HOW TO START A RETURN:

To start a return for your order please contact EKIZAHSTUDIO@gmail.com with the subject field "RETURN REQUEST" and include the following:

a) order number

b) full name

c) original delivery address

d) reason for return

so we can deal with your request as quickly as possible.