At Izla Lokal, we value our customers and business partners and are committed to resolving concerns fairly, respectfully, and efficiently. This Dispute Resolution Policy outlines the process for addressing concerns, complaints, and disputes relating to purchases, products, payments, deliveries, services, or transactions made through Izla Lokal.
We encourage customers and clients to contact Izla Lokal directly before pursuing any formal complaint or dispute. Our goal is to understand the concern, verify the relevant information, and work toward a fair and reasonable resolution for all parties.
If you have a concern or dispute, please contact us through our official customer service email info@izlalokal.com as soon as reasonably possible.
Please provide the following information:
Our team may request additional information or documentation necessary to properly investigate the matter.
Upon receiving a complaint, Izla Lokal will review the available information and, where appropriate:
We will make reasonable efforts to respond to complaints within 3–7 business days, although more complicated matters may require additional time.
Both Izla Lokal and the customer are encouraged to communicate in good faith and provide accurate information throughout the dispute-resolution process. Depending on the circumstances, possible resolutions may include:
The appropriate resolution will depend on the nature of the dispute, the available evidence, the applicable policies, and the circumstances of the transaction.
Customers and clients should retain relevant documents relating to their transaction, including:
Izla Lokal may rely on its own transaction records, order records, payment records, communications, photographs, shipping information, and other relevant documentation when reviewing a dispute.
For disputes involving delayed, damaged, missing, or incorrectly delivered packages, Izla Lokal may coordinate with the relevant courier or logistics provider to verify the status and circumstances of the shipment. Customers are encouraged to provide photographs of damaged packages and their contents as soon as possible after delivery.
Courier-related matters may require additional processing time because the investigation may depend on information or action from the courier.
If a customer believes that a payment was made in error, charged incorrectly, duplicated, or otherwise requires review, we encourage the customer to contact Izla Lokal first so that we can investigate and resolve the matter directly.
If a payment dispute or chargeback is initiated through a bank, payment provider, or other financial institution, Izla Lokal may provide the relevant transaction records, order information, proof of fulfillment, delivery records, and other supporting documentation requested as part of the investigation.
Disputes involving bulk, corporate, wedding, event, customized, or made-to-order purchases may be governed by the specific terms stated in the applicable quotation, invoice, purchase order, agreement, or other written confirmation. Where specific written terms were agreed upon for an order, those terms will be considered when resolving the dispute.
Customers and clients are encouraged to raise concerns regarding bulk or custom orders as soon as the issue becomes apparent.
If a concern cannot be resolved through direct communication with our customer service team, the matter may be escalated to an appropriate representative or management of Izla Lokal for further review. Both parties are encouraged to allow reasonable time for the matter to be reviewed before taking further action.
If a dispute cannot be resolved directly between Izla Lokal and the customer, either party may pursue any remedies or dispute-resolution mechanisms available under applicable Philippine laws and regulations. Nothing in this Policy is intended to prevent a customer from exercising any rights or remedies available under applicable consumer protection laws.
Where applicable, disputes may be brought before the appropriate government agency, mediation or alternative dispute-resolution body, or court with proper jurisdiction.
This Policy shall be interpreted in accordance with the applicable laws and regulations of the Republic of the Philippines. Nothing in this Policy shall be interpreted as waiving or limiting any rights or remedies that cannot legally be waived or limited under applicable law.
Izla Lokal is committed to treating customers, suppliers, partners, and other stakeholders with professionalism and respect. We ask that all communications relating to disputes remain factual and respectful.
We reserve the right to limit or discontinue communications that involve harassment, threats, abusive language, discriminatory remarks, or other inappropriate conduct, while continuing to address legitimate concerns through appropriate channels.
Izla Lokal may update this Dispute Resolution Policy from time to time to reflect changes in our business practices, services, or applicable laws and regulations. The updated version will be posted on our website with the corresponding effective date.
For questions, complaints, or disputes relating to an Izla Lokal transaction, please contact us through our official customer service email: info@izlalokal.com.