Return Policy

Return and Refund Policy

• You may return items within 30 days from the date you receive your order.
• Items must be unused, undamaged, and in original packaging.
• For hygiene reasons, some products cannot be returned (e.g., personal care or intimate items).

How to Request a Return

Before returning anything, please contact our Customer Support Team and provide:

• Your order number
• The reason for return
• Clear photos or videos showing the product and packaging

Unregistered or unapproved returns (sent back without authorization) will not be accepted.

Return Shipping

• Customers are responsible for return shipping costs and must provide a tracking number.
• We are not responsible for lost or untracked return shipments.

Defective or Incorrect Items

If you have received a defective or incorrect item, please contact our support team immediately with the following information:

• Your order number
• The name of the item that is damaged or incorrect
• A description of the issue
• Clear photo or video evidence

If your package has been damaged during delivery, please send us a photo/video right away. Claims for damaged packages must be made within 7 days of delivery.

Once your claim has been reviewed and approved, you will receive a free replacement of the same item or an equivalent product at our discretion.

Exchanges

If you would like to exchange an item, please contact our Customer Support team before sending anything back. Our team will confirm whether the item is eligible for exchange and provide you with the correct shipping fee.

Exchanges are possible by paying only a minimal shipping fee, which varies depending on the item and delivery address. Once the fee is confirmed and paid, we will process your exchange and ship the replacement product.

Cancellations

Orders are cancelled within 12 hours of confirmation, provided that processing has not yet started. A cancellation fee will be applied to cover administrative and processing costs.

Once an order has entered processing or shipping, it can no longer be cancelled and must follow the standard return procedure.

Shipping Fee Responsibility

The terms below clarify who is responsible for the shipping fees during the return process:

• If the return is caused by the customer (e.g., wrong size, change of mind), the customer is responsible for the return shipping fee. The exact fee depends on the courier service chosen.
• If the return is due to our error (e.g., damaged, defective, or incorrect item), the customer is not required to pay the return shipping fee.

Contact Us

If you have any questions or need to initiate a return, please contact our Customer Support Team:
📧 support@zaramae-london.com

For full details, please see our General Terms & Conditions.