Refund and Returns Policy

We want you to be happy with your towels. This page explains our voluntary 30-day returns promise, your separate legal right to cancel, and what to do if something arrives faulty. It forms part of our Terms and Conditions, and nothing in it reduces your statutory rights.

Last updated: 01/08/2026

Our 30-day returns promise

You can return any item to us within 30 days of receiving it, for any reason. To be eligible, the item must be unused, unwashed, with any tags attached and in its original packaging, and you will need your order number or proof of purchase. This promise applies to full-price and sale items alike; only gift cards are excluded.

This is a voluntary promise that goes beyond your legal rights — your statutory rights (described below) are unaffected.

How to return something

  1. Email support@izorra.co.uk with your order number and let us know which items you are returning. We will confirm and give you a return reference.
  2. Post the items to: Izorra, 23 Grange Road, Birmingham, West Midlands, B10 9QF, United Kingdom.
  3. Keep your proof of postage until the refund is complete.

You are responsible for the cost of return postage unless the item is faulty or not as described. We recommend using a tracked service, as we cannot refund parcels that go missing on the way back to us. Items sent back without first requesting a return reference may be delayed in processing.

Your legal right to cancel (14-day cooling-off period)

Separately from our 30-day promise, if you are a consumer in the UK you have a statutory right under the Consumer Contracts Regulations 2013 to cancel your order without giving any reason, within 14 days of the day you (or someone you nominate) receive the goods. You then have a further 14 days to send the goods back.

To cancel, email support@izorra.co.uk with your order number, or use any other clear statement that you wish to cancel.

If you cancel under this right, we will refund the price of the goods plus the cost of standard outbound delivery (but not any express delivery upgrade). We may reduce the refund if the value of the goods has been diminished by handling beyond what is needed to inspect them — for example, if towels have been washed or used.

Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are made to your original payment method within 14 days of the day we receive the goods back (or, if earlier, the day you provide proof that you have posted them). Your bank or card provider may take a few extra days to show the money in your account. If your refund has not arrived within that time, contact us at support@izorra.co.uk.

Exchanges

The fastest way to get the item you want is to return the one you have and place a new order once your return is confirmed.

Faulty, damaged or incorrect items

Please inspect your order on arrival. If an item is defective, damaged in transit or not what you ordered, email us at support@izorra.co.uk as soon as possible — ideally with a photo — and we will put it right. Under the Consumer Rights Act 2015 you are entitled to a refund, repair or replacement, and we will cover the cost of the return. Your statutory rights are not affected by anything on this page.

Questions

For anything not covered here, email support@izorra.co.uk and we will reply within one working day.