Terms of Service

1. About SUBSTYEL

SUBSTYEL provides a curated online fashion shopping experience, including women’s apparel, dresses, tops, bottoms, shoes, jewelry, accessories, and related fashion products.

By accessing our website, browsing products, placing an order, creating an account, or using any part of our store, you agree to these Terms of Service, our Privacy Policy, Shipping Policy, and Refund & Return Policy.

2. Key Store Policies

These highlights summarize important parts of our store terms. Please read the full policy below for complete details.

3. Fulfillment Disclosure

SUBSTYEL fulfills orders directly and through trusted fulfillment, logistics, supplier, warehouse, and shipping partners.

Orders may ship from different warehouses depending on product availability, destination, stock location, and carrier network.

If your order includes multiple items, your products may arrive in separate packages and at different times.

4. Eligibility and Accounts

You must be at least 18 years old or have permission from a parent or legal guardian to place an order on our website.

If you create an account, you are responsible for keeping your login details secure. You are also responsible for all activity that occurs under your account.

5. Products, Pricing, and Availability

We aim to display product descriptions, pricing, colors, sizing, images, and availability as accurately as possible. However, slight variations may occur due to screen display settings, lighting, manufacturing batches, product updates, or supplier inventory changes.

Prices, promotions, product availability, discounts, product details, and shipping options may change without notice.

We reserve the right to limit, refuse, or cancel orders if we believe there is a pricing error, stock issue, suspected fraud, policy violation, payment problem, or other issue affecting order fulfillment.

If your order is canceled after payment, you will receive a refund to the original payment method where applicable.

6. Orders and Payment

By placing an order with SUBSTYEL, you authorize us and our payment processors to charge your selected payment method for the total amount shown at checkout.

All payments must be approved before order processing begins. If payment authorization fails, your order may not be completed.

We may review, refuse, or cancel orders due to suspected fraud, incorrect pricing, inventory issues, shipping restrictions, payment failure, or policy violations.

SUBSTYEL does not directly store complete payment card details on our own systems. Payment information may be processed by secure third-party payment providers.

7. Shipping and Delivery

Orders are typically processed within 1–3 business days, Monday through Friday, excluding weekends and public holidays.

Estimated delivery times vary by destination:

Delivery estimates may vary due to courier delays, customs processing, public holidays, seasonal demand, warehouse availability, incorrect shipping information, or circumstances outside our control.

Tracking information will be emailed after dispatch. Please allow 24–48 hours for tracking updates to appear after shipment.

Please see our Shipping Policy for full shipping details.

8. Shipping Rates and Free Shipping

SUBSTYEL offers country-based shipping rates and free-shipping thresholds.

Free shipping may apply when your order meets the required minimum purchase amount for your delivery country. Orders below the free-shipping threshold may be charged a standard flat shipping fee at checkout.

Shipping costs, delivery estimates, and available shipping methods may vary by country, order value, product type, and carrier availability.

9. Customs, Duties, and Taxes

International customers are responsible for any applicable customs duties, VAT, import taxes, clearance fees, or other local charges required by their country or region.

These charges are not included in SUBSTYEL product prices or shipping fees unless clearly stated at checkout.

SUBSTYEL is not responsible for delays caused by customs inspections, import procedures, local courier handling, or unpaid customs charges.

If a shipment is refused due to unpaid customs duties, taxes, import fees, or incorrect delivery details, any refund may be reduced by shipping costs, return costs, duties, carrier fees, or other charges incurred.

10. Address Accuracy and Delivery Issues

Customers are responsible for providing complete and accurate shipping information at checkout.

If you need to correct your shipping address, contact us within 6 hours of placing your order at support@substyel.com.

Once an order has been processed or shipped, we may not be able to update the delivery address.

If an order is returned due to an incorrect, incomplete, or undeliverable address, we may offer one of the following options:

• Reship the order at the customer’s cost.
• Issue a refund for the item price minus original shipping costs once the package is received.

11. Returns and Refunds

Returns and refunds are governed by our Refund & Return Policy, which is incorporated into these Terms.

SUBSTYEL accepts eligible returns worldwide within 30 days of delivery.

To qualify for a return, items must be:

• New, unused, and unwashed.
• In original packaging.
• Returned with all tags attached.
• Free from stains, odors, alteration, damage, or signs of wear.

Items that do not meet eligibility conditions may be refused or partially refunded after inspection.

12. Return Shipping

Return shipping depends on the reason for the return.

For defective, damaged, or incorrect items, SUBSTYEL may provide a free prepaid return label where available. If prepaid labels are not supported in your location, return shipping reimbursement may be offered after review and approval.

For non-defective returns, return shipping costs may be the customer’s responsibility or may be deducted from the refund depending on destination and carrier availability.

13. Refund Processing

Once your returned item is received and inspected, approved refunds will be issued to the original payment method within 7 business days.

Banks and payment providers may take an additional 2–5 business days to post the refund to your account.

Shipping charges, customs duties, taxes, or carrier fees may not be refundable unless required by law or unless the return is due to our error.

14. Exchanges

SUBSTYEL accepts exchanges when stock is available.

If you would like to exchange an item for another size, color, or style, please contact us within 30 days of delivery at support@substyel.com.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or store credit instead.

15. Non-Returnable Items

The following items are not eligible for return:

• Final-sale or clearance items.
• Gift cards.
• Intimates or swimwear once hygiene seals are removed.
• Items showing wear, washing, alteration, stains, odors, or missing parts.
• Items returned without original packaging or tags.
• Products damaged due to misuse, improper care, or poor return packaging.

16. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@substyel.com.

Please include your order number and clear photos of the issue. Photo verification is required for damaged, defective, or incorrect item claims.

After review, we may offer a replacement, exchange, refund, prepaid return label, or return shipping reimbursement depending on the situation and product availability.

17. Order Changes and Cancellations

If you need to modify or cancel an order, contact us as soon as possible at support@substyel.com.

We may be able to modify or cancel an order only if fulfillment has not started. Once an order is processed, packed, shipped, or handed to a carrier, cancellation may no longer be possible.

If your order has already shipped, please follow the return process after delivery.

18. Promotions, Discounts, Bundles, and Gift Cards

Promo codes, discounts, and special offers apply only to qualifying purchases and may be subject to additional conditions.

Discount codes cannot be exchanged for cash and may not be applied after an order has already been placed unless we choose to make an exception.

If part of a discounted bundle, multi-buy offer, or promotional order is returned, your refund may be adjusted to reflect the final price of the items kept.

Gift cards are non-refundable unless required by law.

19. User Content and Social Tags

If you tag SUBSTYEL, use our branded hashtags, submit a review, share photos, or provide user-generated content related to our products, you grant SUBSTYEL a non-exclusive, worldwide, royalty-free license to use, reproduce, edit, display, and share that content for marketing purposes.

This may include use on our website, social media, ads, emails, or other promotional materials, with creator credit where practical.

You confirm that you own or have permission to share the content and that it does not infringe the rights of others.

20. Intellectual Property

All content on the website, including logos, branding, images, graphics, text, product content, design elements, and trademarks, belongs to SUBSTYEL or its licensors.

You may not copy, reproduce, modify, distribute, sell, exploit, or use any part of the website or brand materials without written permission.

21. Prohibited Uses

You agree not to use the website for any unlawful, abusive, fraudulent, or harmful purpose.

You may not:

• Violate laws or regulations.
• Infringe intellectual property, privacy, or publicity rights.
• Upload malware, spam, or harmful code.
• Scrape, copy, or extract website data without permission.
• Attempt unauthorized access to the website, accounts, or systems.
• Interfere with website security, performance, or operation.
• Use our products, services, or content for deceptive purposes.

22. Third-Party Services and Links

SUBSTYEL may use third-party platforms and services, including ecommerce software, payment gateways, shipping carriers, marketing tools, analytics tools, fulfillment partners, hosting providers, and customer support tools.

These third-party services may have their own terms and privacy policies. We are not responsible for third-party websites, content, delays, errors, data practices, or service interruptions outside our control.

23. Warranty Disclaimer

Except as required by law, the website and products are provided on an “as is” and “as available” basis.

SUBSTYEL does not guarantee that the website will always be uninterrupted, secure, error-free, or available at all times.

We disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.

24. Limitation of Liability

To the fullest extent permitted by law, SUBSTYEL will not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profits, data, revenue, goodwill, or business opportunity.

Our total liability for any claim related to your order, product, or use of the website will not exceed the amount you paid for the product or products involved in the claim.

25. Indemnity

You agree to indemnify and hold SUBSTYEL harmless from any claims, damages, liabilities, losses, costs, or expenses arising from your breach of these Terms, misuse of the website, violation of law, or infringement of any third-party rights.

26. Governing Law and Disputes

These Terms are governed by the laws of the Sultanate of Oman, without regard to conflict-of-law principles.

The courts of Muscat, Oman shall have jurisdiction, except where applicable consumer protection laws require otherwise.

27. Changes to These Terms

We may update these Terms of Service from time to time. When changes are made, the “Last updated” date will be revised.

Your continued use of the website after updates are posted means you accept the revised Terms.