Returns Policy
Thank you for shopping at Zinnia Couture. We hope you have had an excellent customer experience. We work hard to ensure that our products are of the highest quality and to offer you the latest designs at affordable prices. However, in the event that you do need to return any item(s), we are always here to help to ensure this process is hassle-free. To help us achieve this, we would ask you to take a moment to read the information provided below.
Returns Process
- Contact us on WhatsApp or via email: [email protected] stating the name of the item you wish to return and the reason for this. You will also need to confirm that the item is unused, undamaged and with all of the original labels/packaging intact.
- If we can accept your return, please pack the item carefully; in the same condition that you received it and return the item to us (within 14 days of receiving your RMA). Zinnia Couture is not responsible for any lost or damaged items.
Under the consumer rights act, you have 14 days from receipt of the item(s) to initiate a return if you change your mind.
Please note that any items that are custom will not be eligible for return, as they are made to order and are custom stitched to standard sizing or customised measurements either by the brand our own tailoring department. All pre-order items are custom orders, even if they are stitched to generic sizing. Unstitched suits are also classed as pre-order items. This is because these are specifically ordered on behalf of the customer once the purchase has been successfully completed. We can not return these and therefore they are not eligible for a refund. Only select items on our express delivery page, which we have as purchased stock, are eligible for a refund. On the express delivery page there are some items which are sourced upon purchase by the customer, these are not eligible for return.
We will not be held responsible for items stitched by a relevant brand, that may arrive with any discrepancies in sizing. We will only be held accountable for discrepancies in measurements on items which have been stitched by our in-house tailors. If this is the case then please contact us via email and we will discuss the proceedings. In such cases, most likely the item will need be returned to us by the customer (the cost of which will be refunded) and we will make the necessary alterations and return the item to the customer. In cases where alterations can not correct the issue, a new item will be delivered to the customer or if the customer wishes so, a credit note will be issued.
To be eligible for a return, your item must not be made to order or custom. Your item must be returned in the same condition that it was received. This means all labels and packaging need to be intact. If labels have been removed and reattachment has been endeavoured or evidence of wear is present, the return will not be possible.
Once a return has been initiated the buyer has a period of 14 days to return the item to us, or else the return will not be processed.
Upon receipt of the return item(s), the necessary checks will be made by our team to ensure that the item is unused, undamaged and has all labels and packaging intact. All items are photographed and quality checked prior to dispatch and this allows us to check for any (non)accidental damage by the customer.
If the above conditions apply and the return is accepted, a credit note will be issued within 14 days from when we confirm receipt of your item. The credit note will total the full amount paid by the customer.
We do not accept returns after the 14 day period. If an item is sent back to us outside of this period, a return will not be instigated. In such cases, additional shipping charges would need to be paid by the customer in order to send to send the item back.
Sale items will only be eligible for a credit note.
Damaged Items
In the highly unlikely event that a custom item is damaged, the customer will be eligible for a full refund. This is dependant upon the item being returned in an unused condition, with all labels/packaging intact. In such cases the refund will be made to the original payment method within 14 days of our store receiving the item.
For ready to wear items a replacement will be posted back once the initial damaged item is returned to us, the cost of return postage will be refunded.
It is important to note that all our orders are quality checked and photographed before being dispatched to customers. If an item is defected then it will not be dispatched, making it unlikely that a customer will receive a faulty item.
Shipping Delays
Our advertised delivery times are listed on every item, however these are rough guides and can not be 100% relied upon due to the nature of our items being sourced in and stitched individually. Some items may be delayed by more than 2 weeks onto the upper limit of the advertised delivery time. If you need the items for a set date it is important that you communicate and discuss this prior to ordering and also include the required date onto the order notes. Please be aware of this upon ordering and we can not be held responsible for such slight delays, unless a specific delivery date is given and discussed on order completion.
We can not be held responsible for any shipping delays caused by courier/delivery companies. All items will be shipped on time on our behalf however we can not be responsible for any unexpected delays encountered by third part companies. Such delays are a rare incident, but do still occur. They are also more likely to occur during the festive period. Please do bear this in mind if you are ordering for a particular event/date and try to order in advance or from our immediate dispatch section (if it is on short notice).
Shipping Charges
We do not refund shipping charges or reimburse return shipping charges unless items are damaged. The buyer is responsible for the safe return of any item(s) and we recommend a tracked service. We will not be held accountable for items lost during the return process.
Your Responsibilities
If you intend to return an item, you have a statutory right to take reasonable care of the item. You are responsible for the item until it reaches us. We do not accept responsibility for items that do not reach us and advise goods are returned via a tracked delivery service and proof of postage is retained. Please use second class delivery, first class or next day delivery is not required, and if required will not be included in a refunded.
It is your responsibility to ensure you’re aware of our returns policy and we will not take any liability or offer any flexibility for noncompliance with this policy.
Disclaimer
Our products are hand embroidered and therefore fragile in their usage. There is a possibility of a minor (5-10%) variation in their appearance. This can be in the form of beading and embellishments or even a small variation in colour. The differences may also be only due to lighting differences with advertised pictures being taken on a photo shoot. On placing an order on our website, you accept the possibility of variation compared to the advertised images.
For stitched items the size guide is to be used as a tool for clients to select their size, however exact sizes vary depending upon the style of the dress and the material used. Therefore our stitched items are not always exactly to the size guide, however these same measurements are used and adjusted as needed to the style/fabric of the dress. If there is any doubt in sizing please select the larger size. On placing a stitched order from our website, you accept the possibility of variation compared to the size guide. With customer measurements given we will stitch as best as possible to these using the fabric the brand has provided, sometimes exact measurements in length can not be followed due to only a certain amount of fabric being provided by the brand. If there is not sufficient fabric provided from the brand then we can not stitch the dress to that length, however we will stitch it to the closest length possible.
Style of embellishments can vary – quantity of embellishments will be as image. Unstitched items will not include any finishing/embellishments including beading or trims.
Please note: From time to time certain elements are shown by the brand for illustration purposes only and these items are not included in the retail product – and therefor there is a possibility of variation to the cut, length, and style of the dress.
On wearing the items embellishments may become displaced. This is not regarded as a fault and is due to the delicate nature of the items, which should be worn with care. We will not be responsible for displacement of any embellishments.
Please note that it is recommended that all items sold on this website are to be dry-cleaned only. We will not be responsible for any damage caused by washing the items.
Contact Us
If you have any questions on how to return your item to us, do not hesitate in contacting us.