Refund policy
IDLYZ Return & Refund Policy
Effective Date: 1 July 2026
At IDLYZ, we are committed to delivering premium-quality apparel and exceptional customer service. Every order is important to us, and we want you to shop with confidence.
As our products are made to order, please read this policy carefully before placing an order.
1. Made-to-Order Products
Every IDLYZ garment is produced specifically after your order has been placed. This helps reduce waste and ensures every item is manufactured to order.
Because of this production process, returns and refunds are subject to the terms outlined below.
2. Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible after placing it.
Orders may only be cancelled or amended before production begins.
Once production has commenced, your order cannot normally be cancelled or changed because it is being manufactured specifically for you. This does not affect any rights you may have under applicable consumer law.
3. Please Inspect Your Order
We ask that you inspect your order as soon as possible after delivery.
If there is a problem with your order, please notify IDLYZ within 14 days of receiving your delivery.
Prompt notification allows us to investigate the issue quickly with our fulfilment partner and provide the best possible resolution.
4. Damaged, Faulty or Incorrect Items
If you receive an item that is:
- damaged during delivery;
- faulty due to a manufacturing defect;
- incorrectly printed;
- or you receive the wrong product,
please contact us within 14 days of delivery.
When contacting us, please provide:
- your order number;
- a brief description of the issue; and
- clear photographs showing the defect or damage.
Once your claim has been reviewed, we will, where appropriate, offer one of the following:
- a replacement item;
- a repair (where appropriate);
- a full refund; or
- another suitable resolution.
If a manufacturing fault becomes apparent after the initial inspection period, please contact us as soon as reasonably possible. Nothing in this policy limits your statutory rights under UK consumer law.
5. Incorrect Size Ordered
Please refer carefully to our size guides before placing your order.
As every garment is produced specifically for each customer, we cannot normally accept returns or provide refunds where the incorrect size has been selected during checkout.
If you are unsure about sizing before ordering, we encourage you to contact us and we will do our best to assist.
This does not affect your statutory rights.
6. Change of Mind
As all IDLYZ products are made to order, we do not normally accept returns or offer refunds where:
- you change your mind after placing an order;
- the incorrect size was ordered;
- the incorrect colour was selected;
- the incorrect product was chosen; or
- you no longer want the item after production has begun.
Nothing in this policy affects any rights you have under applicable consumer protection legislation.
7. Authorised Returns
Where IDLYZ has authorised a return, the item must be:
- unworn;
- unwashed;
- unused;
- free from damage not present at delivery; and
- returned, where reasonably possible, in its original packaging.
Returns sent without prior authorisation may not be accepted.
8. Refunds
Where a refund is approved, it will be processed to the original payment method used for the purchase.
Once processed by us, refunds typically appear within 5–10 business days, although processing times may vary depending on your payment provider.
Original delivery charges will only be refunded where required by applicable law.
9. Lost or Delayed Deliveries
If your order has not arrived within the estimated delivery timeframe, please contact IDLYZ within 14 days of the expected delivery date.
We will investigate with the delivery carrier and, where appropriate, arrange a replacement or refund.
Delivery estimates are provided as guidance and are not guaranteed.
10. Incorrect Delivery Information
Customers are responsible for ensuring that all delivery details provided during checkout are accurate.
IDLYZ cannot accept responsibility for delays, failed deliveries or additional costs resulting from incorrect delivery information supplied by the customer.
Where an order is returned to us because of an incorrect address, additional shipping charges may apply before the order can be resent.
11. Quality Commitment
Every IDLYZ product is manufactured to meet our quality standards.
Should an issue arise, we are committed to working with you promptly and fairly to reach an appropriate resolution.
12. Your Statutory Rights
Nothing in this Return & Refund Policy excludes, limits or affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.
13. Contact Us
If you need assistance with your order or wish to make a claim under this policy, please contact the IDLYZ Customer Support Team through our Contact Us page or by using the customer support email address published on our website.
To help us assist you as quickly as possible, please include your order number and any relevant photographs when contacting us.