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FAQs

Online Account

Creating an online account will only take a couple of minutes and once you have you will be able to:

  • Checkout faster
  • Save and update your size selection
  • Update your saved addresses
  • View your order history

Just click here to fill in your details and create an account.

If you already have an account you can click here or look for the Account Icon which is visible on the top right of your screen on desktop and tablet devices. Alternatively if you're on a mobile device you can view it below the menu options.

If you already have an account you can click here or look for the Account Icon which is visible on the top right of your screen on desktop and tablet devices. Alternatively if you're on a mobile device you can find the Account Icon  below the menu options.

Changing your password will take just a couple of minutes, to change your password look for the Account Icon which is visible on the top right of your screen on desktop and tablet devices. Alternatively if you're on a mobile device you can view it below the menu options.

You can also click here.

Once you're click and enter the email address associated with your account in the form, click submit and you will get a link to reset your password sent to this email address.

Click the link in your email and enter your new password.

Wishlist ♥

On Mobile:

Make sure you're logged into your store account, you can do this by clicking the menu icon on the top left, scroll until you reach the Account option , click this and login or create your account.

To find your wish list click the menu icon on the top left, scroll until you reach the Wish list option, click this and the items you liked should all be visible to you.

On Desktop, Laptops and Tablets:

Make sure you're logged into your store account, you can do this by clicking the account icon on the top right of the screen and login or create your account.

To find your wish list click the heart icon on the top right of the screen and the items you liked should all be visible to you.

Placing an Order

To view our size guide click here

You can view our handy measurement guide, our size measurements, conversions and our international sizing conversion charts.

Alternately our size guide is also available from the Customer Service section at the bottom of our website.

View our size conversions in our size guide

Under the Izabel London Conversion section you can see how we convert our sizes and dual sizes.

Alternatley you can see our converted sizes below:


SIZESMALLMEDIUMLARGEDUAL SIZESMALL/MEDIUMMEDIUM/LARGE
SMLS/M
M/L
810128/10
10/12


You can find this information for products under the 'Care & Fabric' section on the product listing page. This section contains the fabric and care instructions.

If the item you would like to purchase is out of stock you can sign up to recieve an email notification by selecting the size you want and then clicking the 'Email me when available' button which displays below the 'Sold Out' button.

Once you do this you will be prompted to enter your email address, click the 'Email me when available' button again and you will be registered to recieve an email from us when the item has been restocked.

Don't worry this doesn't mean you have subscribed to any other emails, you'll only get an email if your item becomes available again.

We aim to restock our items as quickly as we can, since we know how disapoiting it is to find something you like and not be able to get it!

We start to process your order straight away and as a because of this we cannot make changes your order after it has been placed. If you do change your mind you may return any items to us for a refund by following or returns process. 

For further details please see our Returns Policy.

If your order has not been processed & dispatched we are able to cancel your order and give you a full refund. 

However if you order has been processed & dispatched we are unable to cancel your order, however you would be able to return all unworn items if their original packaging following our standard returns process for a refund.

View our returns information here

Unfortunately we are unable to amend your order once it has been place, which included amending the delivery method you selected at checkout.

Unfortunatley we're unanble to take phone orders at this time and the fastest way to complete your order is to shop online with us.

If you have any specific questions about your order you can always contact us via email and our customer service team will be happy to help!

Payment

We offer a variety of payment options during checkout, these options may vary depending on the country your are shopping from however our most popular payment options are listed below:

The options available to you will display during checkout.

Clearpay is a payment service allowing Izabel London to offer our customers the ability to make purchases instantly and pay for them in 4 automatic instalments, split out to suit you. You choose how much to pay upfront for the first instalment, and the remaining payment is split over 3 equal instalments made every 2 weeks without any interest.

You can view answers to frequently asked questions on our Clearpay payments page

Delivery

Izabel London offers a range of delivery options, depending on which option you selected your delivery time will be different.

Here's a snapshot of our usual delivery times but you can view all of our delivery options for more information.

COUNTRYDELIVERY METHODDELIVERY TIMES
United KingdomUK Standard Delivery3-5 working days if ordered before 4pm Monday - Friday
United KingdomUK Next Day Delivery1 working day if ordered before 4pm Monday - Friday
Northen IrelandStandard Delivery
3-5 working days if ordered before 4pm Monday - Friday
Northen Ireland
Next Day Delivery
1 working day if ordered before 4pm Monday - Friday
Republic of IrelandStandard Delivery2-4 working days if ordered before 4pm Monday - Friday
EuropeStandard International Delivery
3-5 working days if ordered before 4pm Monday - Friday
United StatesStandard International Delivery
3-5 working days if ordered before 4pm Monday - Friday
CanadaStandard International Delivery
3-6 working days if ordered before 4pm Monday - Friday
AustraliaStandard International Delivery
3-6 working days if ordered before 4pm Monday - Friday
New ZealandStandard International Delivery
3-6 working days if ordered before 4pm Monday - Friday


*During peak periods deliveries may take longer than estimated.

For orders dispatching with Royal Mail your orders can be tracked here enter your tracking number and you will be able to view your deliveries most recent updates from Royal Mail.

If you've made an order with us a selected Next Day Delivery as your shipping method and your items don't arrive in time, we're really sorry! We strive to get all orders dispatched and delivered as quickly as possible.

The first thing we advise is that you check your tracking information on you item to confirm whether it might be arriving later than expected.

Once you've done this if your item has not arrived please contact us and our customer service team will be able to advise you on next steps.

If you are returning unwanted items to us, you may drop your parcel off at a local post office.

For any orders shipped outside the United Kingdom customers may also have to pay import duty or other taxes, fees incurred. Izabel London does not cover any import duty or other taxes, fees incurred for International Orders.

Returns

You may return any unsuitable items within 28 days of the date shown on the dispatch note, or the date you placed your order.

You may return any unsuitable items within 28 days of the date shown on the dispatch note, or the date you placed your order.

Please return your items in the original packaging. Unwanted returned items must be in the original condition, unworn with all tags attached. Please package your unwanted items appropriately to prevent any damage.

All returns are free of charge for customers within the UK. You will find a pre-paid label in your parcel.

We are currently unable to offer a free returns service to our international customers. Returns must be made at your own cost.

Izabel London do not provide exchanges for any purchases including faulty and wrong items. In such cases, please return your unwanted items using the pre-paid label and state the reason for your return so they can be refunded.

You will receive an email notification for refund, only after the parcel has been received and processed.

You can view more information on returns in our returns policy.

Yes, you can return multiple items from different orders in one parcel, as long as you make sure to include your return slips for both orders so we can be sure to track your items and refund accordingly.

Yes, we will offer you a replacement for an item which is faulty if you would prefer. However if the item is no longer in stock we may offer you a refund on any faulty items.

At this time we are unable to accept online returns in any of our stores, if you ordered your item(s) with us online please complete our online returns process.

You can see our returns policy here

Refunds

We aim to process refunds as quickly as we can, as soon as a returned item is recieved we start processing the items and refunds.

The process can take up to 20 days depending on how busy we are and the different payment method used.

Once your refund or cancellation has been processed by our team we send an email notification to you which lets you know to expect your refund.

Gift Cards

You can purchase an e-gift care here our gift cards are digital gift cards only, meaning we don't send a physical gift card to customers or recipients.

You can purchase an e-gift care here our gift cards are available in a range of values from £10 to £100, if you are looking for a higher gift card value you can contact our customer service team who will be able to help you.

Although there is no limit on the number of gift cards you can purchase at any one time, we advise you purchase one gift card for one recipient at a time as it makes it a little easier to pass on the right gift card to the right person.

No our gift cards do not expire, the recipient can keep using their gift card until the value is all used up!

Any refunds made to purchases which include a full payment via a Gift Card will be refunded to the original Gift Card used for the purchase. Any refunds made to purchases which include a partial payment via a Gift Card will be refunded via the Gift Card and any remaining balance will be refunded to the alternative payment method used.

Loyalty & Rewards Program

Do join our Izabel Rewards program all you need to do is create an account with us, and each time you shop with us you'll recieve Izabel Rewards points for your purcase.

There are many ways to earn Izabel Rewards points including; earning 50 points when you creat an account, points for every £1 spent, writing a product review and following us on Instagram. To view more ways to earn points visit our rewards page here.

Izabel Rewards VIP Tier eligibility is based on a calendar year which begins on January 1st and ends on December 31st.

In order to be eligible for Silver or Gold Tiers a customer must meet the spend threshold within the current calendar year.

You can redeem your Izabel Rewards points on future orders with us, make sure you're logged in while you're shopping this way you will see what rewards you've earnt. 

You can also view the rewards you have available here, but you must be logged into you account.

During your checkout you will be able to view and apply your discounts.

If you have left multiple reviews you may have exceeded the limit for how many reviews you can earn points for leaving. In a 60 day period you can leave 5 product reviews and earn up to 250 Izabel Rewards points, if you leave more reviews than this you won't earn points for the additional reviews.

*Only reviews left via our review request emails are eligible for rewards points up to 250 Izabel Rewards points within a 60 day period.

No, Izabel Rewards Points have no cash value, cannot be sold and are non-transferable. They cannot be exchanged for a monetary value.

No, your referral reward cannot be applied to previous purchases.

No, program accounts, rewards or benefits cannot be transferred to, shared or combined with any other person or Program member. 

Only the Program member that is paying for the Qualifying Purchase may accumulate rewards and benefits and only the Program member may redeem rewards that have accumulated in that member's account. 

Refer a Friend

You can refer a friend to Izabel London by using our referral page, here you can choose to refer a friend via email, sharing a link with them, facebook, or messenger. You will earn 200 points when they make their first order over £65 and they'll get 20% off their first order.

Referred customer will be able to use 20% off discount on one order only, order must be customer's first purchase with izabel.com.

To qualify for a Referral Reward, the person you refer must (i) be a first time izabel.com customer (ii) use the referral link that is unique to the referring customer (iii) place an order within a reasonable period of time with a subtotal that is greater than a stated minimum of £65.00.

Referral Reward cannot be combined with any other discount codes and cannot be redeemed in-store.

No, referring customers may only earn one Referral Reward per referred person.

No, your referral reward cannot be applied to previous purchases, are not redeemable for cash and are not transferable.

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