Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. The buyer is obliged to report the return of the goods no later than 14 days after receipt.
Orders cannot be cancelled once dispatched.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and must be packed in its original packaging to avoid damage during transport. You’ll also need the receipt or proof of purchase.
The customer is responsible for covering the return shipping costs, which may vary depending on the region, the weight, and condition of the returned product. These return shipping costs will be deducted from the refund amount. We do not refund the shipping costs as these get paid directly to the postal companies, not us.
The refund to the buyer will be made via the same payment method that the buyer used.
The seller reserves the right to reduce the return amount by up to 50% of the value of the product, if the product is not returned in its original condition, i.e. in its original packaging.
To start a return, you can contact us at info.ziorra@gmail.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
After checking whether the goods are complete and not damaged by the customer, we will refund the specific value of the order.
You can always contact us for any return question at info.ziorra@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and custom products (such as special orders or personalized items). In the interest of hygiene and for your protection, we are unable to accept returns for personal care goods (such as beauty, hygiene products, earrings and pierced jewellery).
Additionally, returns are not accepted for hazardous materials, flammable liquids, or gases. Please feel free to get in touch if you have any questions or concerns about your specific item.
The seller reserves the right to reduce the return amount by up to 50% of the value of the product, if the product is not returned in its original condition, i.e. in its original packaging.
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 purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 business 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 business days have passed since we’ve approved your return, please contact us at info.ziorra@gmail.com.