How does customisation work?
Simply choose your desired style from our Fashion Section and add it to your cart. Then select your preferred fabric from our Sample Fabric Collection and add it to your cart as well. At checkout, we will combine both selections to create your custom piece — at no additional cost.
Shipping
How long does it take to process my order?
Orders are typically processed within 3–5 business days after payment confirmation.
Ready-to-Wear (Standard Sizes):
These are pre-made fashion items available in standard UK/US sizes. They require 3–5 business days for processing and preparation before shipping.
Made-to-Order (Customised Requests):
These items are specially produced based on your selected style and fabric combination or custom requirements. Made-to-order items require 7–10 business days for production before shipping.
Delivery times begin once your order has been dispatched.
Do you process orders on weekends or public holidays?
No. Orders are processed and shipped on business days only, excluding weekends and public holidays.
How long does delivery take?
Estimated delivery time is usually 7–15 days, depending on your location. Please note that this does not include the order processing time.
Do you offer free shipping?
Yes! We offer free delivery within the UK. For international orders, shipping costs are calculated at checkout.
How are shipping costs calculated?
Shipping costs are automatically calculated at checkout based on your delivery location and the shipping method selected.
Do you ship internationally?
Yes, we ship to a number of international destinations. Shipping costs and delivery times vary depending on the destination. Some international shipping outside Europe, Canada and US may take longer. Please use the tracking service to stay updated on your order.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking information, where available.
Why did my order arrive in multiple packages?
Orders containing multiple items may arrive separately. This can happen because some products are shipped from different designers, locations, or warehouses.
Why is my order delayed?
Occasionally, delays may occur due to customs processing, high order volumes, or other unforeseen circumstances. We appreciate your patience and understanding.
Do I have to pay customs duties or taxes for international orders?
International orders may be subject to customs duties, taxes, or import fees, depending on the regulations of the destination country. These charges are the customer’s responsibility.
What should I do if I haven’t received my order?
During busy periods, shipping times may take slightly longer than usual. If you have concerns about your order, please contact us via WhatsApp chat or email us at customerservice@ezrella.com, and we’ll be happy to assist you.
Returns & Refunds
What is your return policy?
We accept returns within 14 days of receiving your order. Items must be unused, in their original condition, and in the original packaging.
How do I start a return?
To begin a return, please initiate the return process through our website. You will then receive instructions and the appropriate return address.
Are all items eligible for return?
Some items cannot be returned, including:
- Customised or personalised products (unless they arrive damaged or incorrect)
- Sale or clearance items
Who pays for return shipping?
Customers are responsible for return shipping costs, unless the item received was damaged or incorrect.
How will I receive my refund?
Once we receive and inspect your returned item, we will notify you of the refund status. If approved, the refund will be automatically issued to your original method of payment.
Can returns be refused?
In rare cases, Ezrella reserves the right to limit, refuse, or cancel orders from customers with a history of excessive or irregular returns.