Return Policy

Thank you for shopping with us! If you're not completely satisfied with your purchase, we're here to help. Please review our return policy carefully.

1. Return Conditions

  1. Return Request Period: You have 7 days from the date of receiving your item to request a return. If you request a return after 7 days but within 1 month and there are issues with the item, we will be happy to offer a replacement based on the situation. However, we do not accept full refunds after 7 days. For requests beyond 1 month, no compensation or guarantees will be provided (unless the item has special markings).
  2. Item Condition: Returned items must be in their original condition—unused, unworn, unwashed, undamaged, and with original packaging and all accompanying tags.
  3. Non-returnable Items:
    • Customized items
    • Personal hygiene products (e.g., underwear, swimwear)
    • Jewelry

2. Return Process

  1. Request a Return: Please contact our customer service at helper@zaraena.com with your order number and the reason for return.
  2. Return Shipping Address: After receiving your return request, our customer service team will provide you with the return address and specific instructions.
  3. Shipping Costs: For exchanges, please return the item first. We will then send the replacement as per your request, with shipping costs covered by you. If the return is due to quality issues (e.g., damage, stains), we will cover the shipping costs. For non-quality issues (e.g., wrong purchase or personal preference), the return and shipping costs are your responsibility.

3. Refund Policy

  1. Refund Processing Time: Once we receive and inspect your returned item, you will get a confirmation email within 5-7 business days. We will then process the refund through your original payment method. The refund may take some time to appear, depending on the payment channel.
  2. Shipping Costs Non-refundable: Shipping costs are non-refundable for all orders, regardless of the reason for return, unless due to our error (e.g., incorrect items or defects).
  3. Compensation for Returns After 7 Days: If you return the item after 7 days but within 1 month and there are issues with the item, we will be happy to offer a replacement but will not provide a full refund. For returns beyond 1 month, no compensation or guarantees will be provided (unless the item has special markings).

4. Exchange Policy

We currently do not offer direct exchanges. If you need a different item or size, please return the current item and place a new order. Shipping costs for exchanges are the customer’s responsibility.

5. Quality Issues

We take full responsibility for any quality issues with the product (e.g., damage, stains). For non-quality issues (e.g., wrong purchase or personal preference), the return and shipping costs are your responsibility.

6. Contact Us

If you have any questions about our return policy, please contact us at:

  • Email: helper@zaraena.com