Frequently Asked Questions
Orders & Accounts
Do I need an account to place an order?
No. You can check out as a guest, use PayPal or Shop Pay for a faster checkout, or create an account if you'd like to save your details and order history.
I've forgotten my password, what should I do?
Request a new password on the login page. If the reset email doesn't arrive, check your spam folder, or email us at info@ettiza.com from the address you used to order.
Can I change or cancel my order after placing it?
We start processing orders straight away, so once payment is complete, we usually can't change or cancel it. If you need to change something, email us at info@ettiza.com immediately and we'll do our best.
I haven't received an order confirmation; what should I do?
Check your spam and junk folders first. If it's not there, email us at info@ettiza.com from the address you ordered with, and we'll resend it.
Sizing
What size should I order?
Use our Size Guide and your body measurements. If you're between two sizes, we recommend sizing up for a relaxed, modest fit. For long pieces, choose your length as well as your size.
I'm between sizes, up or down?
Size up. A relaxed fit is more comfortable and more modest, and it gives you room to move.
How do I know my length?
Measure from the top of your shoulder to where you'd like the hem to fall. Our Length Guide has a length-by-height table for abayas and maxi dresses.
Shipping & Delivery
Do you ship worldwide?
Currently, we're only shipping to the UK and European countries.
When will my order arrive?
In-stock orders are despatched within 1–3 business days, then delivered within the timeframe for your destination. For more details, please refer to our Shipping & Delivery page.
Can I change my delivery address after ordering?
Once an order is placed, it goes straight to processing, so we usually can't change the address.
How do I track my order?
You'll receive a tracking link by email when your order is despatched. Tracking can take 24–48 hours to activate. You can track your order status by clicking here.
My order should have arrived but hasn't; what should I do?
Check with neighbours and any safe place first, and check the tracking status. If it shows as delivered but hasn't arrived, email us at info@ettiza.com; we'll open a courier investigation.
Will I be charged customs or import fees?
For all orders, import charges and VAT are covered by us.
An item I want is out of stock; will it come back?
Many pieces are restocked. Enter your email on the product page, and we'll notify you as soon as it's back.
Returns & Refunds
How do I return an item?
Start your return through our Return Centre within 14 days of receiving your order. Full details on our Returns & Exchanges page.
How long do I have to return something?
14 days from the date you receive your order.
What condition do returns need to be in?
Unworn, unwashed and in original condition, with all tags, packaging and hygiene seals attached. Please check your item before removing the hangtag.
How long does a refund take?
Once your return arrives, we inspect it and approve the refund, usually within 10 business days, then issue it to your original payment method. Your bank may take a few more days to post it.
Can I exchange an item instead?
Exchanges depend on stock. The fastest option is to place a new order for what you want and return the original item separately.
My item arrived damaged / I received the wrong item; what should I do?
Email us at info@ettiza.com with your order number and a photo. We'll arrange a free return, replacement, refund or exchange in line with your rights.
What can't be returned?
Hijab caps, underscarves and other hygiene-sensitive items once opened, plus personalised or made-to-order pieces, final-sale items and gift cards.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna, Clearpay.
Can I pay in instalments?
Yes, Klarna and Clearpay let you split your order into instalments at checkout, subject to their approval.
Can I use more than one discount code?
No, one code per order unless stated otherwise.
Products & Care
How do I care for my Ettiza piece?
Always follow the care label inside the item. Our Care Guide has general advice by fabric type.
The colour looks slightly different from the photo, is that normal?
Screens vary, and natural fabrics can vary slightly between batches. If you're not happy with the colour when it arrives, you can return it within 14 days.
Do you offer gift wrapping?
Yes, add a gift wrapping option at checkout.