Refund policy

 

RETURNS POLICY

We want your shopping experience at House of Ayeza to be exceptional, which is why we have a comprehensive returns policy in place. Please take a moment to review the following guidelines to ensure a smooth and hassle-free return process.

Eligibility

To be eligible for a return, the item(s) must meet the following criteria:

-Returned within 14 days after receiving your order 

-The returned items must be in their original, saleable condition, with all labels intact and in their original packaging, unused and unwashed,

- The company will only refund the value of the goods and not any delivery charges or costs,

The returns request must be completed on our website. Items returned without completing the request will be rejected and may incur additional redelivery charges.

The item(s) must not be from the Clearance / Outlet / Sale or Discount Code offer as these items are non-returnable.
Clearance items are the last pieces in stock and may have some minor imperfections.

The item must not be a customised order for example , if a specific length or extra lining or any other adjustments have been requested , the item will be considered a customised order.

Returns Process

To initiate a return, follow these steps:

1-Complete the returns request on our House Of Ayeza Return Portal.

2-Ensure the item(s) meet the eligibility criteria mentioned above.

3-Return the item(s) to House of Ayeza Returns within 14 days of receiving your order, using Royal Mail Tracked Service, restock/Handling fee is charged (upto 9%) 

Return address is mentioned at the bottom of this page.

We will inspect the returned item(s) upon receipt, returns processing time is 10 working days.

Please Note :

As majority of the outfits are tailored to match the model stitching there is a possibility of variation due to the model pictures being taken in heavy lighting and going through exceptional editing, this may reflect a slight variation in appearance of the outfit’s color ,cut, embroidery and fabric.

We can assure you that we only sell 100% authentic designer wear but unfortunately cannot control the fabric quality that the designer is providing , we make sure that the outfit however is stitched same as shown on the website and use best quality stitching and embellishments to make that possible .

Majority of our items are hand embroidered/embellished and therefore delicate and breakable in their usage, while having a 5%-10% variation possibility. By placing an order on our website, you accept the possibility of variation in comparison to the images provided on this website. Every effort is made to ensure variation is minimal.

The colour of a product may change/differ (a) little from what is shown on our website. This can be due to light variation at the time of photography and/or due to the way digital media devices display colours.

From time to time beading/ sequences may get displaced or have a few loose threads and this is not thought of as a fault but is due to the nature of the work. These articles of clothing should be worn with care.

 

Return Charges:

-The customer is responsible for all charges related to returning the goods, except in the case of faulty items, where a return postage of upto £3.99 will be refunded to the customer for return postage.

-Please note that House of Ayeza cannot be held responsible for any issues that may arise, including delays, damage, or loss within the return shipping, We recommend using a trackable shipping method to ensure the safe return of your item. Thank you for understanding!

Faulty Products:

- In the unlikely circumstance that you receive a faulty product you will need to contact us within 3 working days of receiving the item before proceeding with the return.

-Please note the items must be unused and unworn; if the item becomes damaged or faulty after wear, we will not be responsible, and will not accept the return

- Please note any breakage of beading or variation in outfit embellishments will not be considered as a fault.

Refunds

Refunds will be processed based on the following conditions:

If eligible, Refund to your original mode of payment or a credit note refund or exchange will be processed once we confirm receipt of the item(s).

Cash or card refunds, if eligible, will be processed within 5 working days.

Please note that credit notes are valid for one year from the date of issue.

Cancellation Policy:

You have a limited window to cancel your order:

Non-Ready to Ship products can be cancelled only if requested within 24 hours or if the outfit is delayed by more than 3 weeks from it's mentioned dispatch time.

Email our support team at support@houseofayeza.co.uk or infohouseofayeza@gmail.com to initiate the cancellation process.

Ready to Ship orders cannot be cancelled, as they are dispatched within 24-48 hours of receiving the order. 

Please note that cancellation requests can only be approved by our support team and not through social media platforms or the Message Us button.

Exchange Request

If you wish to exchange an item for a different size or style, please follow the return process outlined above. Once we receive your return, we will send out your exchange item at no additional shipping cost for the first exchange.

Undelivered Parcel

Please notify us in writing within 3 working days of dispatch about any missing, incorrect, or undelivered items. Failure to do so would mean claims for missing or undelivered goods will not be entertained.

Condition of Returned Items

All returned items are subject to inspection upon arrival at our facility. House of Ayeza reserves the right to refuse returns that show signs of wear, use, damage, alteration, odours, makeup stains, perfume, washing, or any condition indicating the item has been used beyond reasonable inspection.

Please note that we utilise various inspection and verification methods to assess the condition and prior use of returned garments in accordance with our quality control procedures.

Where a returned item is found to have been worn, used, or returned in a condition that breaches our return policy, the return will not qualify for a refund, exchange, or credit note. In such cases, the customer will be responsible for arranging and covering the cost of return postage for the item to be sent back to them.

If return postage is not paid or arranged within 7 working days after notification, House of Ayeza reserves the right to retain or dispose of the item in accordance with applicable consumer regulations and business policies.

These conditions do not affect your statutory rights under UK consumer law.

Responsibility & Liability

It is your responsibility to ensure compliance with our returns policy:

Take reasonable care of the goods until they reach us in the same condition as when you received them.To uphold the highest standards of quality and care for all our clients, we are unable to accept returns on used items, as our advanced verification process ensures every product remains in pristine condition and easily catches any signs of wear.

Inspect the goods without causing damage, including the original packaging and labels/tags.

We do not accept liability for goods that do not reach us. We recommend using a recorded delivery service and retaining proof of postage.

We reserve the right to refuse a return or exchange if damage occurs to the goods.

Please note that all clothing products sold on our website are recommended to be dry-cleaned. 

We will not be responsible for any claims resulting from washing using methods other than dry cleaning, or claims for variation, beading/sequence displacement, or any damage caused by improper care.

House of Ayeza takes chargebacks seriously. Our customer support team is available 24/7 to assist with any concerns before a dispute is raised.

We reserve the right to provide all relevant evidence, including delivery and communication records, to your payment provider in order to defend valid transactions. Fraudulent or abusive chargebacks may result in further legal action to recover associated losses and fees.

It is your responsibility to ensure you're aware of our returns policy and we will not take any liability or offer any flexibility for noncompliance with this policy.

At House of Ayeza, we value your satisfaction and aim to provide the best service possible. If you have any questions or concerns regarding our returns policy, please don't hesitate to contact our support team at support@houseofayeza.co.uk or infohouseofayeza@gmail.com

Return Address

HOA Returns
PO Box 355
CHEADLE
SK8 9GZ