FAQ

Quick answers to the questions we get asked most. Still need help? Get in touch and we'll reply within 12 hours.

Ordering

How do I place an order?
Browse Shop All or one of our collections, choose your size and colour on the product page, add the item to your basket and follow the checkout steps. You'll get an order confirmation by email straight away - if it doesn't arrive, check your spam folder before contacting us.

Can I change or cancel my order?
Email support@edaliya.com as soon as possible with your order number. If your parcel hasn't been dispatched yet we can still change or cancel it. Once it's on its way, you can return it under our Refund Policy.

I didn't get a confirmation email.
Check your spam folder first. If it isn't there, contact us with the name and address you used and we'll find your order.

Delivery

Where do you deliver?
We deliver to addresses in the United Kingdom. Orders are dispatched from the Netherlands. See our Shipping Policy.

What does delivery cost?
Nothing. Delivery is free on every order, with no minimum spend - the full details are in our Shipping Policy.

How long does it take?
Orders are dispatched within 1-2 business days and usually arrive within 3-7 business days after that. Business days are Monday to Saturday, excluding UK public holidays. See our Shipping Policy for cut-off times and delays.

How do I track my parcel?
You'll get an email with a tracking number as soon as your order ships. You can also enter your order number or tracking number on our Track your order page at any time.

My tracking hasn't updated in days.
It's normal for tracking to stay quiet for a day or two while a parcel is in transit between countries. If nothing has changed for several days, email us with your order number and we'll open an enquiry with the courier on your behalf.

Sizing and Fit

How does it fit?
Each product page has a Fit section telling you whether the item runs true to size, oversized or close to the body. Our knitwear and hoodies are cut deliberately oversized; our tailoring is true to size. Have a look at Shop All to see the current fits.

What if the size is wrong?
Email support@edaliya.com before sending anything back and we'll arrange an exchange for a different size or colour. See our Refund Policy.

Returns and Refunds

How long do I have to return something?
You have 60 days from the delivery date. On top of that, UK law gives you 14 days from receiving your order to cancel it for any reason, and a further 14 days to send it back. Full details in our Refund Policy.

What condition do items need to be in?
Unworn, unwashed and undamaged, with the original tags and packaging attached - see the return conditions in our Refund Policy.

Where do I send my return?
Email support@edaliya.com with your order number first and we'll send you the return address. Please don't send anything back before you've had those instructions.

Who pays for return postage?
You do, unless the item is faulty or we sent you the wrong thing - then we cover it. See our Refund Policy.

How long does a refund take?
We process refunds within 7 business days of receiving your return, back to your original payment method. Your bank may take a few extra days to show it. See our Refund Policy.

Payment

Which payment methods can I use?
Visa, Mastercard, American Express and Maestro, plus Apple Pay, Google Pay and Shop Pay. The full list is in our Payment Policy.

Which currency are prices in?
All prices are shown and charged in pounds sterling (GBP). See our Payment Policy.

Is paying on your site secure?
Yes. Payments run through Shopify Payments over an encrypted connection, and we never see or store your full card details. See our Payment Policy and Privacy Policy.

My payment was declined.
No money leaves your account when a payment is declined, although your bank may show a temporary authorisation that clears by itself. Check your details and try again, or use another method from our Payment Policy.

Products

Will sold-out items come back?
Sometimes. Send us a message with the style and size you're after and we'll let you know if it's returning.

How should I care for my pieces?
Every product page has a Care section. As a rule: knitwear is hand wash or wool cycle and dry flat, jersey is a cold gentle cycle, and coats are dry clean only.

About Edaliya

Who are you?
Edaliya is an online womenswear label. We select modern, comfortable clothing you can wear every day, in small collections designed to work together. Read more on our About us page.

What do you do with my personal data?
Only what we need to process your order and support you. It's all set out in our Privacy Policy, and the rules for using the site are in our Terms of Service.

Still Need Help?

Email support@edaliya.com or use our contact form. We're available Monday to Friday 9:00 - 18:00 and Saturday and Sunday 10:00 - 16:00, and we reply within 12 hours.

FAQ