Understanding Our Collections 📜

We are committed to delivering beautiful, high-quality garments and comply with all UK consumer rights legislation. This policy does not affect your statutory rights for items that are faulty or not as described.

We offer two main types of collections, each with a different returns process:

• Custom Formal Wear (Made-to-Order)
• Standard Clothing Collections (Ready-to-Wear)

Please read the relevant section for your purchase carefully.

1. Custom Formal Wear Policy 🧵

This policy applies to all items in our Formal Wear collections and any product stitched or customised after an order is placed.

The Custom-Made Process

Every garment is individually created for you. These items are not pre-made. This includes standard S/M/L sizes, which are stitched to a template only after you order.

Cancellations & Alterations

Cancellations are not possible once the tailoring process has begun (typically within 24 hours). While we don't accept returns, if the fit isn't as expected, contact us. We may, at our discretion, offer a credit towards local alterations.

Characteristics of Hand-Finished Garments (Not Faults)

Our formal wear is often hand-finished. Minor variations are normal and not considered faults:

• Loose Threads: Can be easily snipped off.
• Embellishment Variations: Slight differences in placement for beadwork or sequins.
• Fabric & Colour: Slight variations can occur. We cannot guarantee an exact match to your screen display.

Damaged or Faulty Formal Wear ❗️

On the rare occasion a true fault occurs, you must inspect your order on arrival and contact us at sales@hizanaz.com within 48 hours of delivery.

Evidence Required

Your email must include your order number and clear photographic evidence of the issue.

Definition of a "Faulty" Item

A major manufacturing defect making the item unfit for purpose, such as:

• Significant, un-repairable tears or holes upon arrival.
• Failed or broken stitching in a major seam.
• Receiving a completely different size, colour, or design from what was ordered.

If a major fault is confirmed, we will offer a repair, a remake, or a full refund.

2. Standard Clothing Collections Policy 🛍️

This policy applies to all ready-to-wear clothing items that are not custom-made.

• 14-Day Returns: You have 14 days after receiving your item to request a return.
• Condition: Must be in the exact same condition you received it: unworn, unused, with all original tags and packaging intact.
• Scent-Free: Must be free from any scents like perfume, cologne, or smoke.

Return Process

1. Email us at sales@hizanaz.com to start the return.
2. If accepted, we will provide instructions. You are responsible for the return shipping cost.
3. Items sent back without first requesting a return will not be accepted.

3. General Policies (All Items) ⚖️

Order Cancellations 🛑

• There is no guarantee after an order has been placed that we will be able to cancel it. We prioritize dispatching goods as fast as possible, so once an order is packaged, we cannot cancel it.
• If a cancellation is processed successfully before dispatch, a 10% cancellation fee will be applied to your refund.
• This cancellation option does not apply to custom order items (including our Formal Wear), pre-order items, made-to-order items, or items specifically marked as non-refundable.

Non-Returnable Items

The following items can never be returned for hygiene or finality reasons:

• All Custom Formal Wear (as detailed above)
• Jewellery
• Lingerie & Intimate Apparel
• Sale items or items purchased with a discount code
• Items marked as "Final Sale"

Exchanges

The fastest way to get a different item is to return the eligible item, and once the return is accepted, make a separate purchase for the new item.

🇪🇺 European Union 14-Day Cooling-Off Period

If merchandise is shipped into the EU, you have the right to cancel or return your order within 14 days. However, this right does not apply to custom-made goods, which includes our entire Formal Wear collection.

Refund Processing 💳

Once we receive and inspect your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.