Refund Policy

At Zoya Fashion House, we are committed to ensuring your satisfaction with your purchase. If you are not completely satisfied with your order, we are here to help. Please review our refund policy carefully to understand your rights and responsibilities.

Time Frame: To be eligible for a refund, you must return the item within 14 days of the delivery date. Items returned after this period will not be accepted.

Condition: The item must be unused, unwashed, and in the same condition that you received it. It must also be in its original packaging with all tags and labels attached.

Proof of Purchase: A valid receipt or proof of purchase is required to process a refund.

Manufacturing Defects: Ready-to-wear pieces with manufacturing defects can be returned. However, damages caused by washing machines, dryers, or improper care after using the piece are not eligible for a refund.

Dry Cleaning Recommended: As our pieces are made with non-industrial fabrics, we highly recommend dry cleaning, especially for items with embroidery. We cannot cover damages caused by washing machines, hot water, or dryers. Please adhere to these care instructions to maintain the quality of your garments.

• Custom or Personalized Items: Items that have been customized or personalized according to your specifications are not eligible for a refund.

• Wholesale Pieces: For wholesale pieces, the customer must provide a size chart and any complaints about sizing. Zoya Fashion House is not responsible if incorrect sizes are provided. The customer must contact us within 2 days of placing the order to make corrections.

• Sale Items: Items purchased on sale or during a promotional event are not eligible for a refund.

• Gift Cards: Gift cards cannot be refunded.

Contact Us: To initiate a refund, please contact our customer service team at info@zoyafashionhouse.com within 14 days of receiving your order. Provide your order number, a description of the issue, and any supporting photos if applicable.

Return Authorization: Once your refund request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the item to us. Do not send your purchase back to us without receiving an RA number.

Domestic Returns: You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted from your refund.

International Returns: For international returns, the customer is responsible for all return shipping fees, including any customs duties or taxes that may apply.

Carrier & Tracking: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Inspection: Once your returned item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

Refund Approval: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Partial Refunds: In certain situations, only partial refunds may be granted, such as for items not in their original condition, damaged, or missing parts for reasons not due to our error.

Processing Time: If you haven’t received a refund yet, first check your bank account or credit card statement again, as it may take some time before your refund is officially posted.

Contact Your Bank: If you’ve checked and still have not received your refund, please contact your bank or credit card company. There is often some processing time before a refund is posted.

Further Assistance: If you’ve done all of this and you still have not received your refund, please contact us at info@zoyafashionhouse.com.

Defective or Damaged Items: We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at info@zoyafashionhouse.com and follow the instructions for returns.

Gift Returns: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Gift Purchaser: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Size Chart: For customized orders, the customer must provide an accurate size chart. Zoya Fashion House is not responsible for sizing errors if incorrect information is provided. Customers can contact us with corrections within 2 days of placing the order.

Processing Time: Custom orders typically require around 15 days to complete.

For any questions regarding refunds, please contact us at:
Email: info@zoyafashionhouse.com
Phone: +971 56 394 1212