Refund policy

Return & Exchange Policy

• You have 14 calendar days from the date of delivery to notify us of your intent to return an item.
• Return requests received after this 14-day period will not be accepted.
• Once you have notified us, the items must be shipped back to us within 14 calendar days from your notification date.

• Be unworn, unwashed, and unaltered.
• Have all original tags attached.
• Be returned in their original packaging (or equivalent secure packaging that prevents transit damage).

• Custom-made pieces: Items crafted or altered to your specific measurements or custom requirements are Final Sale and cannot be returned or exchanged.
• Gift cards.

1. Notify Us: Email us at customercarezornitsabaeva@gmail.com with your order number and the items you wish to return.
2. Shipping Options:
   • Option A (Convenient Return): Upon request, we can provide you with an official ZOË by Zornitsa return shipping label. The fixed cost of this label will be deducted from your final refund amount.
   • Option B (Independent Shipping): Alternatively, you may ship the item back to us using any courier service of your choice.
3. Return Address: We will provide our studio's exact return address in our reply email.
4. Shipping Costs: All return shipping fees are borne entirely by the customer.

• Approved returns will be refunded to the original payment method.
• Please allow 5–10 business days for processing once your return has been received and inspected at our studio.
• Original shipping fees paid at the time of purchase are non-refundable.
• If an item is returned with diminished value (e.g., stained with makeup, missing tags, or showing signs of wear), we reserve the statutory right to deduct a percentage from the refund amount to cover the loss of commercial value.

• Your order number.
• Clear photos of the issue.
• A brief description.