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Women

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The One

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  • Terms & Conditions
  • Shipping & Delivery
  • Security & Payments
  • Returns
  • Shopping With Eyola
  • Cookie Policy
  • Gift Card
  • Garment Care
  • Customer Care
  • Encomium

These terms and conditions apply to your purchase of goods and services ("goods"), the www.eyola.com website (the "website") and the privacy policy (the “policy”) concerning the protection of your personal data on the website. The website and goods are provided by Eyola Limited, a company registered in UK and Wales with company number 06473499 (“Eyola Ltd”, “Eyola”, “company”, "we", "us", "our"). All content of this site including the "Eyola" and "Eyola Customised" name, brand, logo, images, illustrations and all other Eyola and Eyola Customised marks featured on the website are protected by copyright and trademarks.

When we refer to "you" and "your" we mean the user of the website and purchaser of goods. These terms and conditions form a legally binding contract between us and you. Your acceptance of the terms and conditions is given when you purchase goods from us. You should read these terms and conditions carefully before buying anything from this website.

The following terms defined in the EU General Data Protection Regulation (GDPR): “personal data”, “data subject”, “processing” have the same meaning when used in this policy. The words “include”, “including”, “for example”, “such as” and similar words and phrases shall be interpreted to mean “including without limitation”.

The personal data we may collect about you relates to: providing our goods and services to you, your online interaction with us (including via our website(s), email or social media channels), our in-person interactions with you (such as in-store), and any other channels related or ancillary to the foregoing (collectively, the "channels").

We reserve the right to modify our terms and conditions and privacy policy, under which the website and the goods are provided, to reflect any changes in Data Protection Legislation and best practice from time to time. Our modified terms and conditions and privacy policy will be immediately effective to all new orders once included in the text of these terms and conditions and published on the website. We will endeavor to notify you of such changes, however you are advised to check for an updated version of our terms and conditions posted on the website each time you interact with us through our channels.

By visiting www.eyola.com, you are accepting and consenting to the practices described in this privacy policy and terms and conditions.

Our terms and conditions and our policy is intended to be communicated to you in a simple, concise and transparent manner, but we appreciate that you may have concerns, queries or may need further clarification. Should you have any questions regarding our terms and conditions, goods or website, or a privacy or data use concern not expressed satisfactorily, please email us at info@eyola.com and we will endeavor to respond to all requests and inquiries as soon as possible. You also have the right to lodge a complaint at a competent supervisory authority.

PLACING ONLINE ORDERS

By placing your order with us, you are implicitly accepting these terms and conditions and also agree to the policy, notices and disclaimers. We try to make sure that all information on the website, including descriptions of our goods and listed prices, are accurate and correct at all times. However, mistakes do happen. We will try to resolve all information errors on the website as soon as reasonably possible, and if we reasonably believe that such an error has affected your purchase of goods, we will endeavour to notify you of any such error. However, because we take these steps, we will not be liable to you for any errors on the website.

You should bear in mind that buying clothing and other items over the Internet provides a different shopping experience to buying in-store or in-person. Especially when it concerns made-to-measure, customised and personalized products. In particular you acknowledge that: the colours which are shown for the goods on the website will depend on many factors – including your display settings; all sizes and measurements are approximate; in circumstances where the fabrics or trimmings you have selected are no longer in stock, we will use the closest match to what you selected or we will contact you to select an alternative; any delivery estimates given on the website or by email are estimates only; we must receive full payment of the price of the goods before we can start preparing your goods.

WHY WE PROCESS PERSONAL DATA

We process, obtain and store all personal data with as much care as possible to adhere to the requirements specified in the latest EU GDPR, thereby making sure the personal data you provide remains safeguarded and well protected in all our registers. We collect personal data for as long as necessary to provide services you have requested and only for our customer and marketing register and strictly for the below-listed specified purposes:

  • supplying the goods purchased from us and fulfilling orders;
  • personalising content on our channels;
  • marketing communications and direct marketing (such as email newsletters);
  • internal staff training;
  • improving our products, services, marketing efforts and customer experience;
  • customer relations (including correspondence such as enquiries, complaints and technical problems);
  • administering any polls, services, questionnaires, competitions, or special events which you may have subscribed for;
  • recording your purchase history and administering your account with us (including record keeping to comply with legal requirement);
  • market research and demographic studies.


accepting our terms and conditions, you give us your consent to process your personal data in accordance with the terms of this policy.

WHAT PERSONAL DATA WE PROCESS

We process personal data in our customer and marketing registers based on personal data provided to us on a consensual basis will when you interact with us through our channels, including when you:

  • provide information to us (including your name, user name, password, email address, postal address, telephone number and other information, including your fashion interests and purchase history;
  • access and use of our websites (including your internet protocol (IP) address and cookies – please refer to the Cookie Policy section of our Terms of Use page for more information);
  • register for an account on our website (or subscribe for other services, competitions, special events or our mailing list);
  • create an account;
  • purchase a product or service from us;
  • request technical support or other customer care support;
  • participate in polls, surveys and questionnaires;
  • contact us (whether in writing, by email, by telephone or otherwise);
  • post content on our social media pages.



For as long as we store your personal data, we maintain reasonable safeguards to attempt to ensure the security, integrity, and privacy of the information you have provided. Personal data collected by us is stored in secure operating environments that are not available to the public. Our website keeps information well guarded, stored behind a firewall-protected server and uses SSL encryption to ensure that your online interaction with us is secure and fully protected. Payment information (for example a credit card) you use to pay for purchases on our website is processed by PayPal, our third party payment processors, and therefore no payment information is retained or stored by us. Using Secure Socket Layer (SSL) data encryption technology, the highest advanced level commercially available to give the maximum possible protection, all your personal details sent over the Internet via Pay Pal are heavily guarded and protected. Please visit PayPal Safety & Security for detailed information regarding buyer, fraud and data protection.

As data controller, we do not process sensitive personal data about you and we ask that you do not provide us with such information through our channels. Such information includes: (i) any special categories of personal data (such as your race, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data); (ii) any information about criminal convictions and offences; or (iii) any information about children under the age of 13.

We will notify you as soon as reasonably feasible if we have reason to believe that there has been a personal data breach by us (or your personal data held by us) which could adversely affect your rights and freedoms.

DATA SHARING WITH AFFILIATES AND THIRD PARTIES

We will not share your personal data with non-affiliated third parties and non-partners unless you were previously informed by us through releases, agreements, information available on the website, you expressly gave your consent, or the law (government or law enforcement officials) requires it.

We may share personal data with our group, partnered companies and third party providers (together, "affiliates") in order to provide our goods and services to you and for the other purposes outlined in this policy, including:

  • email service providers;
  • web analytics services;
  • logistics companies;
  • retail management, payment processing and point of sale services;
  • professional service providers (such as marketing agencies, advertising partners and website hosts);
  • credit reference and fraud prevention services (including law enforcement and fraud prevention agencies more generally);
  • address verification services;
  • integration platform providers;
  • other third parties approved by you, such as social media sites, third party administered competition and surveys on our behalf which you voluntarily partake in;
  • any similar or replacement third parties from time to time.



We strive to ensure that any third party appointed by us who process your personal data has policies and procedures in place to ensure compliance with the Data Protection Legislation. Operating globally, we may require international transfer of your personal data outside the EEA. By using our website and providing us with any information, you consent to this transfer, processing, storage of your information in the UK, U.S., and other operating sites we may establish in the future.

Our website may link or redirect to other websites that are beyond our control. Such links or redirections are not endorsements of our websites or representation of our affiliation with them in any way and such third party websites are outside the scope of this policy. If you access such third party websites, please ensure that you are satisfied with their respective privacy policies before you provide them with any personal data. We cannot be held responsible for the activities, privacy policies or levels of privacy compliance of any website operated by any third party.

Notwithstanding our efforts to keep your personal data secure, no system can be 100% reliable. To the fullest extent permitted by law, we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide through the channels. In addition, you are responsible for maintaining the strength and confidentiality of your login credentials.

YOUR RIGHT TO ACCESS, MODIFY AND ERASURE OF YOUR PERSONAL DATA

You hold the right to request access to the personal data we hold about you, as well as the opportunity to view, amend (inaccurate or incomplete data), limit, delete or transfer such data, which you can exercise at any time. In all cases, please send us a written request (signed by the author) via email to our Customer Service team at info@eyola.com and we will endeavour to respond to your request as soon as possible.

You can also unsubscribe from our direct marketing emails and newsletters using the link displayed at the bottom of each email, or alternatively by visiting the Subscribe section at the bottom of our website.

In cases where you deny or request for erasure of personal data we hold of you, and such information is requisite by law or under an agreement we have with you, please be advised that we may be obligated to cancel a product or service you have with us. We will notify you if this should be the case. Furthermore, refusal to submit personal data may limit your ability to participate in some activities or features or your use of certain online services.

We are confident that you will be satisfied with the quality of our products. When you place an order with us on eyola.com, you are welcome to return any item(s) using our free returns service - available in the UK, US and Europe - provided that you return them within 14 days of delivery. To find out if we offer a free collections service to your country, please contact us on info@eyola.com. Owing to the personalised and made-to-order nature, items that have been custom-made to your specific style and size requirements will only be eligible for a refund, exchange, modification or replacement, should you receive a faulty* item. These personalised items cannot be exchanged or cancelled.

HOW DO I ARRANGE A RETURN?

Please follow the instructions below for a stress-free replacement or refund:
1- Request A Refund
Complete the Returns Pro-Forma form within 14 days from when you receive your order to request a refund. Please note that we may not refund item(s) that are sent without completing the Returns Pro-Forma form. Item(s) must be returned from the original shipping country.
2- Pack The Merchandise
Make sure that the merchandise you return is in its original, unused and undamaged condition and packaging (including all our branded packaging such as boxes, garment bags, garment tags, authenticity cards, dust bags and all accompanying gifts). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state.
3- Arrange Pick-Up
Once your return has been processed, we will arrange a collection for your return item with a local courier. The courier may contact you directly to arrange a suitable time to pick up your return item. We highly recommend that you are at your address on the scheduled collection day to prevent any delays. If you are not at your address you will need to contact the courier directly to reschedule.
4- Return Processed
You will be notified by email once your return has been received. Upon receipt of merchandise, every effort will be made to ensure a prompt course of action.

*Please note: All Eyola garments must be professionally dry-cleaned only. Improper washing and or drying may seriously damage your clothing. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.

WHEN SHOULD I EXPECT TO RECEIVE MY REFUND?

We aim to process returns as soon as we have received the return item(s). You will receive an email confirmation once your refund has been processed. Refunds will be credited to your original method of payment. Card providers can take between 3 to 10 working days to process the funds back onto your card. Original shipping charges will not be refunded. If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid.

*Faulty Items: Items are faulty if they are received damaged. Items that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair for faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered.

RETURNS PRO-FORMA

Notify us of your return by sending a completed Returns Pro-Forma form within 14 days of receiving your order. You will receive an email confirmation with a Returns Merchandise Authorisation (RMA) number and full instructions on how to send your items back to us.


*Required fields

PLACING AN ORDER

When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect orders once your items have been dispatched.

Shipping prices differ from product to product and is also upon your chosen shipping option and destination.

When your order is shipped, we will send you a confirmatory email.

DELIVERY TIMES

Orders take on average 4 weeks to complete, depending on your chosen design and fabric specifications, and between 1-12 days to arrive depending on the shipping destination. Delivery times are estimates and start from date of dispatch. As our products are all handmade, occasionally we will have a backlog of orders and the production time may take longer. If this is likely to be the case, we will let you know as soon as possible. Please note that all delivery times given are only for your guidance and keep in mind that during the holidays, delivery timeframes may vary. We will endeavour to send your order out as quickly as possible, but we cannot be responsible for delays as a result of remote delivery locations, adverse weather conditions or any other delivery setbacks beyond our control.

All orders will be processed during our business hours from 10am-5pm GMT, Monday to Friday, except public holidays, and will require a signature upon receipt. Orders made outside our business hours will be dealt with as soon as business resumes.

SHIPPING DESTINATIONS

We ship to over 60 countries around the world.



SHIPPING COSTS

There is a fixed shipping fee per order. Please note, during complementary shipping promotions, the shipping cost will be removed on the payment page. Shipping price is stated in Pound Sterling (£) and with all taxes included.

Shipping destinations and costs are as follows:
Africa – £34.50
Europe – £16.50
UK – £7.99
US – £25
Rest of the World - £30

WHAT PACKAGING WILL MY ORDER BE DELIVERED IN?

All purchases are lavishly packaged in Eyola's signature luxury keepsake gift box.

WHO DO I CONTACT IF I HAVE A PROBLEM WITH MY ORDER?

We stand behind our product and our customer service commitment. Therefore, if you have any questions regarding your order or require assistance, please contact our customer care team by email: info@eyola.com. We aim to respond to all email enquiries within 48 hours.

IS MY PACKAGE INSURED?

Eyola insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

DO I NEED TO SIGN FOR MY PARCEL WHEN IT ARRIVES?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature. A signature will be required upon delivery of your order. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

CAN I TRACK MY ORDER?

You will receive updates about the progress of your order. We will notify you via email once your order has been dispatched and we will also send you all the shipping details, including the tracking number, to track and trace your order.

WILL I HAVE TO PAY CUSTOMS DUTY OR TAX ON MY ORDER?

Customs duty and taxes vary from country to country. Contact your local customs office for any applicable taxes and customs charges. Please note that customs duty or local tax is not included in the price.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, where all import taxes and duties are included in the product price. The following countries are shipped to on a DDP (Delivery Duty Paid) basis:



Countries shipped to on a DDU (Delivery Duty Unpaid) will require the recipient to pay all import duties, customs and local sales taxes levied by the country you are shipping to, before your order is released from customs. Eyola Limited cannot be held responsible should local customs authorities wish to confiscate any particular item or charge any import duty on such items.
The following countries are shipped to on a DDU (Delivery Duty Unpaid) basis:

HOW SECURE IS YOUR WEBSITE?

At Eyola your personal online security is very important to us. To ensure that your shopping experience is SAFE, SIMPLE and SECURE, Eyola utilises the online payment services of PayPal to give you even more confidence in shopping online and with purchases made through our online store. You do not require a PayPal account to make a payment and in such case, payment can be made using either your bank card or credit via PayPal and you will still by fully protected.

Using Secure Socket Layer (SSL) data encryption technology, the highest advanced level commercially available to give the maximum possible protection, all your personal details sent over the Internet via Pay Pal are heavily guarded and protected. Please visit PayPal Safety & Security for detailed information regarding buyer, fraud and data protection.

Our website www.eyola.com and domain related emails are also protected by SSL encryption to ensure that your online interaction with us is secure and fully protected.

WILL MY PERSONAL INFORMATION BE SHARED OR SOLD?

Eyola Limited ("Eyola", "we", "our", "us") takes your privacy very seriously. Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information details to an unconnected third party for marketing purposes without your knowledge and full consent. Please note that we may also use the information you provide to us to inform you of new goods and services via email. If you prefer not to receive these emails, you will have the option to unsubscribe. We respect the privacy rights of our online visitors and recognize the importance of protecting the information collected about them.

Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep your details of your order secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering through the services.

For detailed information on our full policy including how we collect, process, use and share personal data, please read the Terms & Conditions section of our Terms of Use page.

Masterfully constructed clothing is a core value within our design philosophy. We value the quality and durability of the fabric, the precision of the fit, and a rigorous attention to contemporary detailing.

Our expertly crafted designs are investment essentials and timeless style staples for you to wear now and forever, season after season.

Our expert Style Consultants are available to assist you with selecting, ordering and designing your perfect and timeless piece of clothing.

E-SHOP

Our online shop will typically request your full body measurements to provide you with garments that are individually handcrafted for the perfect fit. Ready-to-wear items will also require your full measurements, which will be used to select the best size for you. Selected items are made-to-order and sold on a pre-order basis, to enable us to provide a custom-made quality-guaranteed garment, that is tailor made to your exact specifications. With some items also giving you the choice of customisable details such as fabric and detail accents. Making each garment one of a kind and an infinitely desirable investment made just for you.

Payment for pre-order items is requested in one of two ways. Either instant payment will be required via our website, accompanied with an estimated shipping date clearly stated in each product’s description. Alternatively, once you select an item and insert your measurements, details of your order will firstly be sent to our sales team via email. After processing your order request, an email will be sent to you with a payment request. Payment options include one or more of the following: PayPal, cheque and bank transfer.

EYOLA CUSTOMISED (DESIGN-IT-YOURSELF/DIY)

Shop our range of classic and seasonless everyday wardrobe staples, which you can design yourself and order directly from our website. Using our simple customization service, you can personalise the style, fabric and size to suit your individual taste. We also request your dress size and specific measurements for the perfect fit guaranteed.

With our carefully selected fabrics and design permutations, it is impossible to design a ‘bad’ garment. Select up to 3 complimentary fabric samples per order to choose the perfect fabric for you.

SHOP OPEN/SHOP CLOSED

When the Shop Closed sign is visible, orders can still be made and payment will be processed. Your order will be dealt with (tailored, packaged, shipped) when the shop reopens. You will receive an email notification confirming your order. We will also notify you via email when the shop reopens and we will keep you updated while we complete your order.

STATEMENT OF INTENT – DIVERSITY IN BEAUTY

We heartily believe that beauty is in our differences. We like to consider ourselves as advocates of positive self-image, self-love, natural beauty, cherishing perceived physical ‘flaws’ and breaking down the barriers of society’s prescribed standards of beauty.

Some images of models featured on our website have not been digitally enhanced, while others have been lightly to moderately retouched (or digitally created) and are therefore not a true representation of the model in their natural beautiful state. Artistically edited images of models appear on our shopping pages and from time to time on our homepage. We strive to feature unretouched images of (models and) people featured on all other pages of our website and we will make the very best effort for unretouched images to be marked with a red marking, for your reference.

We have made it a priority to use models of different ethnicities and our ultimate goal is to feature a wider representation of models that better reflects diverse beauty.

STATEMENT OF INTENT – TEXTILE RECYCLING

We endeavour to make use of, donate or recycle fabric remnants where we can. Furthermore, if not already implemented, we suggest and recommend textile recycling to our suppliers.

We also strive for creative reuse and repurpose with a handful of our products. Transforming vintage clothing, recycled fabric remnants and artifacts into one-of-a-kind handcrafted treasures.

MULTIPLE ORDERS

Please note that if you would like to order multiple gift cards and have them delivered to different addresses, you will need to place individual orders and pay the additional shipping charge, if applicable.

The purchase and use of Eyola Gift Cards is subject to the following terms and conditions:

  • Gift Cards are valid for 12 months from the date of purchase. Any balance on the card remaining after the 12-month period will be forfeited and lost.
  • Gift Cards can be redeemed against all products on the www.eyola.com website.
  • Eyola Limited’s standard shipping, returns, sales tax and terms and conditions of sale all apply to purchases made using an Eyola Gift Card.
  • Gift cards are non-refundable and may not be returned or redeemed for cash.
  • Eyola Limited is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.
  • Eyola Limited reserves the right to cancel a Gift Card if we deem such action necessary.

DELIVERY

Physical Gift Cards are delivered to the recipient in Eyola's signature luxury gift box and delivery should be expected within 3-12 business days, depending on the location. Using secure tracked shipping, we provide you with a confirmation email, a tracking number and an estimated time of delivery.

Virtual Gift Cards will be emailed to the recipient soon after we have processed your order and taken payment. A delivery notification will be emailed to you for your reference. No shipping or packaging charges apply.

Eyola Limited is not liable for delivery of a Gift Card to an incorrect or non-existent email address or postage address. This is the sole responsibility of the purchaser.

REDEEMING A GIFT CARD

  • If your gift card exceeds the total order amount, the remaining balance will automatically be credited to your Eyola Gift Card, ready to re-use again.
  • If your order exceeds the value of the Gift Card, the remaining balance must be paid by credit or debit card.
  • If you return products you have purchased using a Gift Card, the remaining balance will be credited to your Gift Card (excluding shipping) or you may be issued a new Eyola Gift Card where the remaining balance will be credited.

RETURNS

  • All returned items that were purchased using a gift card will be refunded as store credit only, for you to use against a future purchase.
  • If you return an item paid by using both a gift card and credit card, you will be refunded on your credit card up to the amount of your initial card payment (excluding shipping costs) and the remaining amount will be refunded as store credit.

We ensure that the quality of our products is of the utmost standard of craftsmanship, made using the most luxurious fabrics and trimmings, handpicked from couture suppliers and fabric mills from around the world. Each product is handmade either in England or from carefully selected artisan craftsmen from around the world, inspired by the art of traditional British Savile Row bespoke tailoring. All items not made in England will be clearly marked on our website.

To preserve your Eyola garment, you must only use specialist dry cleaners. Improper washing and/or drying may seriously damage your garment. Few items (such as cotton T-Shirts) may require other washing instructions, which will be clearly marked on the website listing of each item. Washing instructions and fabric compositions are not sewn onto our garments, but they will be available in a printed format with each purchase. For more information, please get in touch with us.

Get in touch with our customer care representatives for all product related questions or website enquiries. Please include the name of the product you are enquiring about. info@eyola.com
Alternatively speak to our Style Consultants for advice on style, fit and gift ideas.
stylist@eyola.com

Monday-Friday 10am until 5pm GMT Excluding Public Holidays

To each and every individual who has acquired a piece of Eyola, we are truly grateful for your patronage and honored for your appreciation of our labour of love. To commemorate the patronage of our customers, on the 8th day of randomly selected months we will handpick one customer, chosen at random, to award a thank-you gift. Our customer appreciation scheme is our way of expressing our gratitude for taking an interest in our craft. Simply shop and let fate do the rest. We remain at your service.

Eyola heartily acknowledges the valued support of contributors along our journey including our ongoing artistic partnership with Enchanted Remedy, Zainab, Precious, Hodbinah, Indah, Rani, Ahmed and Annette.

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