Refund policy

Refund & Return Policy

At ZIIA, we take pride in offering high-quality designer wear. Please read our Refund & Return Policy carefully before placing an order.

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1. Can I Return My Item?

Orders that have entered processing or sourcing cannot be cancelled, even if dispatch has not yet taken place. Dispatch status does not determine cancellation eligibility.

Return Processing Fee:

• £5 for single-item returns

• £10 for multiple-item returns

This fee covers handling, inspection, restocking, and admin costs.

Exchanges are non-refundable. If an exchange is approved and you later decide to return it, store credit may be issued, but no cash refunds will be given.

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Returns for Change of Mind (UK 14-Day Cooling-Off Period)

Under UK consumer law, you may request a return within 14 days of receiving your item, provided the item is eligible and meets the conditions below.

This 14-day period applies only after delivery. It does not apply to cancelling an order before dispatch. Cancellation rules are outlined in our Order Cancellation section.

Eligibility & Conditions:

• The item must be unworn, unused, and in its original condition.

• All original packaging, tags, and accessories must be included.

• Customers are responsible for return postage.

• A Return Processing Fee will be deducted from the refund.

• Original outbound shipping costs are non-refundable.

• If your order qualified for free shipping, the actual shipping cost will be deducted.

• Exchanges are non-refundable.

Non-Returnable Items:

• Custom-stitched, altered, or personalised orders.

• Ready-to-wear (Prêt) items (unless faulty). Due to the sourcing nature of Ready-to-Wear (Prêt) items, these items are generally not eligible for change-of-mind returns unless faulty or legally required otherwise.

• Sale items and promotional purchases.

Refunds (where applicable) will be processed within 14 days of receiving and inspecting the returned item.

The 14-day change of mind return policy applies only to eligible standard items. Ready-to-Wear (Prêt), sourced-on-demand items, custom-stitched orders, personalised orders, sale items, and event-specific sourced items are excluded from change-of-mind returns unless faulty

Nothing within these Terms & Conditions affects or limits any statutory rights available to consumers under applicable UK consumer law

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Faulty Items

If you believe your item is faulty, you must notify us within 7 days of delivery.

The item must be unworn, unused, and in its original condition while the issue is being assessed.

Photographic evidence is required for all fault claims. We may request additional images or information to properly review the concern.

Once a fault is confirmed, we will offer a repair, replacement, store credit, or refund as appropriate in line with consumer law.

Please note:

• Minor variations in colour, embroidery placement, or handmade detailing are not considered faults.

• Loose threads, slight measurement differences within reasonable tolerance, or minor finishing variations are not classified as manufacturing defects.

• Items damaged after delivery due to wear, washing, alteration, or mishandling are not considered faulty.

We document all items prior to dispatch for quality control and verification purposes.

Customers are responsible for reviewing product descriptions, delivery estimates, size details, policies, and terms prior to purchase.

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4. Exchanges and Store Credit (Non-Refundable and One-Time Only)

We encourage exchanges over refunds, but:

• Store credit may be issued instead of a refund.

• Exchanges can be requested for items of equal or greater value (customer pays the difference).

• Exchanges are non-refundable. Once an exchange is processed, the item cannot be returned for a refund.

• Custom-stitched orders are not exchangeable or refundable.

Exchange requests must be made within 14 days.

• Store credit is valid for 12 months from the date it is issued and must be used within that time. Credit notes cannot be extended, transferred, or converted into refunds.

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5. Shipping and Refund Processing

A) Refunds for Shipping Costs

• Shipping fees are non refundable. This includes outbound international shipping costs incurred prior to dispatch.

• Customers must cover return postage unless the item is faulty.

• If your order qualified for free shipping, the actual shipping cost will be deducted from any refund.

B) Refund Processing Time

• Refund requests (if applicable) can take up to 14-21 business days to process.

• Refunds are not guaranteed and are only given in special cases.

6. Return Process 

How to Request a Return:

1. Step 1: Email Us (Subject: “Return Request – Order #[Order Number]”).

2. Step 2: Provide Proof (Photos of the item and issue).

3. Step 3: Await Approval (We will assess if a return is possible).

4. Step 4: Ship the Item Back (Only if approved and at your own cost).

5. Step 5: Processing and Resolution (Exchange, store credit, or refund).

Unauthorised returns sent to any address not explicitly provided by ZIIA for approved returns remain the responsibility of the sender and cannot be guaranteed acceptance, processing, or receipt.

Packaging Note:

We do not provide return packaging materials. Please use the original packaging or a secure alternative. We are not responsible for returns damaged due to inadequate packaging.

Returns sent without prior written authorisation will not be accepted or processed.

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7. Event Deadline Disclaimer

We understand that many orders are placed for weddings, Eid, parties, travel, or other important occasions. However, event dates do not alter our standard processing, sourcing, cancellation, return, or refund policies.

All delivery and processing timelines provided are estimates only unless explicitly guaranteed in writing by ZIIA.

Customers are responsible for placing orders with sufficient time allowance for sourcing, stitching, processing, shipping, customs delays, courier delays, operational backlogs, and unforeseen circumstances outside our direct control.

We cannot guarantee that orders, alterations, exchanges, returns, or replacement resolutions will be completed in time for a specific event date.

Missed event dates, travel dates, weddings, Eid deadlines, or personal timelines do not automatically make an order eligible for cancellation, refund, return, or compensation.

By placing an order, the customer acknowledges and accepts these timing-related risks.

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8. Protecting Against Fraudulent Returns

To protect our business and ensure fairness:

• We document all items before shipping to verify their original condition.

• We cross-check all return claims with our records before approval.

• Any fraudulent return attempts will be refused, and you will be blocked from using our services in the future.

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9. Return Address and Customer Support

Return Address: Provided only after return approval.

Need Help? Contact Us:
Email: info@ziiaonline.com

Hours: Monday–Friday, 10 AM–6 PM (UK Time).

 

 

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