The ZIIA Refund or Replace Rule™
At ZIIA, your order is always protected. If we make a mistake, we fix it, replace it, or refund you. Below are the conditions that apply:

What’s Covered

• Wrong Item Sent: If we ship the wrong design, size, or color, we will replace or refund.

• Major Faults or Errors: If the outfit is faulty (stitching errors, damage, or clear defects not part of the original design), we will fix, replace, or refund.

• Unfulfillable Orders: If we cannot source or deliver what you ordered, we will issue a full refund.

What’s Not Covered

• Change of Mind: Once a custom order has started, cancellations or refunds are not possible.

• Ready-to-Wear / Pret Items: These are not returnable unless faulty. Sale Items are final Sale. 

• Custom Measurements: Alterations may be offered, but refunds are not provided unless the error is ours and can not be fixed with alteration. 

• Event Deadlines: While we work to meet event dates (weddings, Eid, etc.), we cannot guarantee delivery by a specific event unless confirmed at the order stage.

Process

1. Email us within 14 days of delivery with your order number and clear photos.

2. We’ll verify your claim against our records (we keep pre-dispatch photos of all outfits).

3. If eligible, we’ll:

   • Fix the issue, or

   • Replace the outfit, or

   • Refund you

     Please note, shipping costs can not be refunded.

Protection Against Abuse

• We document all orders before dispatch to prevent false claims.

• Fraudulent claims (misuse, altered items, or misrepresentation) will be refused and serious action will be taken. 

• ZIIA reserves the right to block future orders from customers who abuse the policy.

In short: if it’s our error, you don’t lose. Ever.