Refund policy

At EL GHOUL, we focus on creating high-quality garments that are made exclusively upon order. This ensures that every piece is crafted with intention, while minimizing waste and overproduction—key values in our commitment to slow fashion.

Because each item is  consciously made, we do not offer refunds. We encourage you to shop thoughtfully and review our policies carefully to ensure your purchase aligns with your expectations.

Thank you for supporting our mindful approach to fashion.

Exchange Policy

1. All exchange requests are subject to review and approval at the sole discretion of management. To see if your item qualifies, please refer to our [Exchange Eligibility] section.

Exchange Eligibility

2.1. To begin your exchange, please email OFFICE@ELGHOUL.COM with your order number and reason for exchange. If eligible for an exchange, we will provide the return address via email. Ensure the following conditions are met:

  • Return the order in its original packaging with all tags attached.
  • Hygiene must remain untampered.
  • Item must be unworn and odorless.
  • No damages, alterations, stains, or marks.

Exclusions

3.1. We do not accept exchanges for items that have been worn, washed, altered, or damaged due to misuse or improper care.
3.2. Items purchased in Sale, Sample Sales, Last Chance to Buy, Jewelry  or with discounts (including store credit) are final sale.
3.3. Intimate items are non-refundable due to hygiene reasons.
3.4. Custom orders or made-to-measure garments are not eligible for return, unless deemed defective or damaged after inspection.
3.5. Requested delivery dates: Since some of our products are made to order, please contact us before purchasing if you need your order by a specific date. Estimated delivery times are based on production and may vary. Refunds cannot be issued for missed delivery dates.

Shipping

4.1. All exchanges must be authorized by our customer care team via email. Return shipping is to be arranged by the customer.
4.2. We recommend using a tracked postage method to ensure safe delivery, as we are not responsible for lost, stolen, or undelivered parcels.
4.3. Please provide your courier details so we can help monitor your return and update you on its status.
4.4. Return shipping costs are the responsibility of the customer.
4.5. EL GHOUL is not responsible for lost or damaged parcels once in the care of the courier. 

Refund Policy

5.1. All orders are final.

Cancellation Policy

6.1. Orders for made-to-order items cannot be cancelled once production has begun.
6.2. If you wish to cancel before production starts, please contact us immediately to discuss available options.
6.3. For a full refund, cancellations must be requested within 6 hours of placing the order. This does not apply to pre-order items or sale items.
6.4. Once an order is in production or has been delivered, the exchange policy applies.

Legal Rights

Please note that nothing in this policy affects your statutory legal rights as a consumer. All policies are subject to applicable laws and regulations.