The ZIIA Refund or Replace Rule™

At ZIIA, if we make a genuine mistake with your order, we put it right.

Depending on the issue, this may mean fixing the item, replacing it or refunding it. The appropriate resolution will be determined once the claim has been reviewed.

What’s Covered

• Wrong Item Sent
  If we send the wrong design, size or colour compared with your confirmed order, we will put it right.

• Major Faults or Errors
  If an outfit has a genuine manufacturing or stitching fault, damage, or has been made incorrectly against the confirmed and achievable order specifications, we will review the issue and provide the appropriate resolution.

• Unfulfillable Orders
  If we are unable to fulfil an item you have ordered, we will refund the affected item.

WHAT IS NOT CONSIDERED A FAULT

• Campaign Photography & Handcrafted Details
  Some handcrafted details, embellishments, trims, finishing techniques, styling elements and accessories shown in campaign imagery may be used for design presentation and may not be included or replicated exactly in the final stitched outfit.

  Campaign images are used as a reference for the overall design and silhouette. Unless a particular detail has been expressly confirmed as included, variations in these elements do not automatically constitute a fault.

• Fit Between Different Designs
  The same size across different designs does not guarantee an identical fit or silhouette. Cut, fabric, construction and the intended shape of each design can affect how a garment sits on the body.

• Fit Preference
  A preference for an outfit to be looser, straighter, shorter, longer or otherwise fitted differently is not automatically a stitching fault where the garment has been produced according to the confirmed size and intended design.

• Handcrafted Variation
  Our stitched garments involve tailoring and hand-finishing. Minor variations inherent to handcrafted production that do not materially affect the fit, appearance or wearability of the garment are not considered faults.

CUSTOM REQUESTS & FABRIC LIMITATIONS

Custom requests, including shirt or sleeve lengths, neckline changes, trouser styles, additional coverage and other modifications, are always subject to the design, construction and amount of fabric supplied by the original designer.

Some limitations can only be identified once the fabric has been opened and physically assessed by our stitching team.

Where a requested specification cannot be achieved because the designer has not supplied sufficient or suitable fabric, this is not considered a ZIIA stitching error. We will use reasonable efforts to notify you and advise you of the closest achievable option.

Customers are responsible for monitoring the contact details provided with their order and responding promptly where we require instructions to continue production.

CUSTOM & MADE-TO-ORDER ITEMS

Items made specifically to your measurements or personalised requirements cannot be returned simply because you have changed your mind.

Where measurements are supplied or confirmed by the customer, issues resulting from inaccurate measurements provided to us are not considered a ZIIA error.

Where we have made an error against a confirmed and achievable specification, the issue will be assessed under the Refund or Replace Rule™.

READY-TO-WEAR / PRET

Ready-to-wear items are supplied according to the original brand’s sizing and specifications.

Where applicable, returns must be requested within the stated return period and returned in their original, unworn condition with tags and packaging intact.

Faulty or incorrect items will be dealt with under this policy.

ALTERATIONS

Where an alteration is an appropriate resolution, we may offer to correct the issue at no additional cost.

Alterations may also be offered as a gesture of goodwill where a customer simply prefers a different fit or finish.

An offer to alter, adjust or add finishing to a garment does not constitute an acknowledgement that the garment was faulty or incorrectly made.

EVENT DEADLINES

Please tell us about important event dates before ordering.

We will always do our best to accommodate weddings, Eid and other events. However, an event date is not a guaranteed delivery date unless a specific deadline has been expressly confirmed by us.

HOW TO REPORT A PROBLEM

If you believe there is an issue with your order:

1. Email us within 14 days of delivery with your order number, an explanation of the issue and clear photographs.
2. Do not alter, repair or return the garment before we have reviewed your claim.
3. We will assess the issue against your confirmed order details and our records, including pre-dispatch photographs and correspondence where available.
4. If the claim is accepted, we will advise you of the appropriate resolution and provide return instructions where required.

Depending on the circumstances, the resolution may be a fix, replacement or refund.

RETURNS PROCEDURE

Do not send any item back until you have received the correct return instructions and return address from ZIIA.

The sender address printed on your shipping label is not our customer returns address and may be a virtual, fulfilment or forwarding address that cannot accept physical parcels.

Where a return is required, we will provide the correct address and instructions.

We cannot accept responsibility for parcels independently sent to an address that has not been provided by ZIIA for that specific return.

Sending an item back without following our returns procedure does not automatically mean that the return or refund has been accepted.

RETURN CONDITION

Unless the nature of a fault prevents this, returned garments must be unworn other than reasonably necessary to assess fit, unwashed, unaltered and free from marks, perfume, makeup or other signs of wear.

Any original tags, accessories and components supplied must also be returned.

SHIPPING COSTS

Where an issue is confirmed as our error, reasonable return shipping costs will be dealt with where appropriate.

For voluntary or goodwill returns that are not the result of a ZIIA error, return shipping costs may remain the customer’s responsibility.

PROTECTION AGAINST ABUSE

We document orders before dispatch, including photographs where possible, and retain relevant order correspondence.

Claims involving deliberate misrepresentation, customer-caused damage, unauthorised alterations or fraudulent activity may be refused.

We reserve the right to refuse future orders where there is evidence of deliberate or repeated misuse of our policies.

IN SHORT

If it’s our error, you don’t lose. Ever.

A complaint does not automatically qualify an order for a refund or replacement. We review the issue first and determine the appropriate resolution based on the order and circumstances.

Nothing in this policy affects your statutory rights.

These Terms & Policies may be updated from time to time to reflect operational requirements, regulatory changes or to improve clarity. The version in effect at the time an order was placed will apply to that order.