Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your product to request a return. 

To be eligible for a return, your product must be in the same condition that you received it. That means unwashed, unworn or unused ,with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Just to state we will only refund the value of the goods and not any delivery charges or costs made to deliver the product to you.

Customer Responsibility

It is the customers responsibility to inspect the product for any damage or defect before using it. If a product is damaged through misuse or negligence then unfortunately we will not be able to offer a return an or repairs.

Product

Colours of the actual product may slightly vary due to photographic lighting sources, or your device settings, therefore products are not eligible for refund for this particular reason. Any excess fabric, stitching styling and accessories or embellishment utilised during photoshoots will not be provided with the product unless mentioned in the product description. Some laces and tassels are included only for modelling purposes. Such exchange/refund claims will not be regarded as valid.

Any damage, colour fade or shrinkage caused due to washing, stitching or using the products is not our responsibility after sale but down to the customer care. 

Our clothes are high end luxury designer brands. This means that some clothes in the unstitched collections may come in various pieces such as neck design, borders and sleeves. If you would like to return to us due to this you need to submit a return request within 3 working days of receiving the product.

How do I return?

If you are eligible to return the product bearing in mind the product is still in the same condition as received and in the 15 days return policy you may follow the steps below to starts a return with us.

To start a return, you can contact us at customerservice@zakiyahdesigners.co.uk

RETURN ADDRESS

Please note that returns will need to be sent to the following address:

36 Lavender Lane

Wynyard

Billingham

TS22 5GX

England

United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note products sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return queries via our phone on 07494 036907 or email us on customerservice@zakiyahdesigners.co.uk

Return Delivery Charges and Courier

The customer is responsible for all charges related to returning the goods, except in the case of damaged or faulty products, where our company will bear the return cost as per statutory customer rights.

Products can be returned using any courier or postal service, with tracking and insurance provided by the customer.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 working days have passed since we’ve approved your return, please contact us at customerservice@zakiyahdesigners.co.uk

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate/new purchase for the new item you would like in exchange.

Deposits

Deposits would be taken in full for any pre-orders or made to measure products.

In an unfortunate event where a customer no longer needs or wants the product only 50% of the product price paid during the purchase will be refunded. This would be used to incur any loss made due to stitching, buying and shipping the product solely for you.

Made to measure products  however will lose the full 100% of the product price paid during the purchase as it would be really hard to sell a product with certain specifications.

Damages and Issues

Please inspect your order upon receiving it and contact us immediately if the product is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right immediately.

In the unfortunate circumstance that you receive a faulty product please do remember you will need to contact us within 3 working days of receiving the product before proceeding with the return.

Please note the items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging

Packaging

We have third party packaging for all our products. Therefore we will not be liable for any packaging that has come to us damaged ie has a tear or a broken zip.

We will however add the original packaging in to the bag alongside an extra new clear bag to replace any damaged packaging. It is then in the interest of the customer to use any of the packaging they prefer.

If in an event the packaging is damaged and a customer would like to return the product we would like to be notified by 3 working days in writing. Failure to do this would mean that claims for damaged packages will not be taken seriously.

Exceptions / non-returnable items

 
Certain types of items cannot be returned such as custom products (such as special orders or personalised items), pre-order products, made to order products and jewellery. Also any items marked as non-refundable cannot be returned. Please get in touch if you have questions or concerns about your specific product.

Unfortunately, we cannot accept returns on sale items or gift cards too.

Undelivered Parcel

If your package is marked as delivered but you have not received the product, the product is incorrect or undelivered please notify us this in writing within 3 working days. Failure to do so would mean that claims for missing, incorrect or undelivered goods will not be taken seriously.

Once we receive a complaint we will immediately start an investigation with the delivery company. In an unfortunate event of a missing parcel, the investigation process may take up to 4 weeks. During this period, we are unable to issue a refund or send a replacement until the investigation is terminated

If the courier company leave the parcels outside and they are taken by someone it is considered theft. To proceed with an insurance claim, a police crime reference number will be required.

Cancellation Policy

We can not cancel nor change an order once it has been placed. This is because we prioritise dispatching goods as fast as possible, so once an order is placed we process and package the order immediately.

Upon receiving the product you may return the products within their original packaging and 15 days returns policy.

Compensation

We do not offer compensation for inconvenience caused or customer dissatisfaction.

Our Staff

We have a zero-tolerance policy for abusive or rude behaviour towards our staff.

We understand that customers may become upset at times. However we will not tolerate any forms of abuse, threats or insults. If you are unable to behave with a complaint or problem in a respectful manner we may refuse to serve you.

Customer Accounts

We have a policy of closing or suspending accounts where we suspect the abuse of our returns policy an or if excessive returns are made and linked to an account or an address. 

If you have any questions about our policies, please do not hesitate to contact us on customerservice@zakiyahdesigners.co.uk