Returns & Refunds

If something is not right, we want to fix it. Under the UK Consumer Rights Act you have the right to return most items within 14 days of delivery for any reason.

14-day returns

You may return an item within 14 days of delivery, provided it's unopened, unused, and in its original packaging. You cover the return postage on a change-of-mind return.

Hygiene exceptions

For health and hygiene reasons, opened skincare, oils, gels and grooming products cannot be returned once the seal is broken — unless the item arrived damaged, faulty, or you received the wrong product.

Damaged, faulty or wrong item

If your order arrives damaged or you received the wrong product, email hello@aizel.co.uk within 48 hours of delivery with your order number and a photo. We'll arrange a free replacement or a full refund (including return postage) at no cost to you.

How to start a return

Email hello@aizel.co.uk with your order number and a one-line reason. We'll send a Royal Mail returns label or our return address. Approved refunds are issued to your original payment method within 5–10 working days of us receiving the item.

Frequently asked questions

What is your return window?

You can request a return within 14 days of delivery for unopened, unused items in their original packaging. Opened or used items are not eligible unless they arrived damaged or defective.

How do I request a return?

Sign in to your account, open the relevant order, and tap "Request return". A confirmation email is sent once our team approves the request, along with pickup or drop-off instructions.

Who pays for return shipping?

For damaged, defective, or wrong-item shipments, we cover the return courier fee. For other reasons (changed mind, wrong shade), the customer arranges the return at their own cost.

How are refunds issued?

Refunds are issued to the original payment method within 5 working days of receiving the returned item. Store credit is also available as a faster alternative if you prefer.