Refund policy

RETURNS, CUSTOMS & REFUNDS POLICY

Done. Here's the full clean version with the structure fixed (the deductions part had collapsed into the Return Conditions bullets), the EU carve-out built in, and everything cross-referenced so nothing contradicts. Just copy the whole thing into Shopify → Settings → Policies → Refund policy.

RETURNS, CUSTOMS & REFUNDS POLICY

Effective from 31 December 2025

Taxes & Customs Duties (Important Update)

As of 31 December 2025, all applicable taxes and customs duties are calculated and collected at checkout.

This means:

  • No additional customs or import fees will be required upon delivery
  • Your package will be delivered without extra payment requests from the courier

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return:

  • Items must be unworn, unused, and in original condition
  • All original tags and packaging must be intact
  • A receipt or proof of purchase is required

Return Conditions

  • The buyer must ship the return within 14 days of delivery
  • Return shipping costs are the buyer's responsibility
  • Returns must be sent via DHL Express only (our designated carrier)
  • The buyer is responsible for any loss in value if items are not returned in their original condition

To avoid delays, please clearly mark the shipment as a RETURN of your order.

What Is Deducted From Your Refund

As a small, independent slow fashion house, certain costs are paid out the moment your order ships and cannot be recovered once spent. For this reason, the following are non-refundable and will be deducted from your total refundon all returns:

  • Taxes and customs duties collected at checkout (these are paid directly to customs authorities and cannot be reclaimed)
  • Original outbound shipping costs (except EU cancellations, see the European Union section below)

Return shipping remains the buyer's responsibility, as noted above. The remaining garment value is refunded once your return is received, inspected and approved.

Unclaimed Orders, Customs Refusals & Full Order Returns

If a customer:

  • Refuses delivery
  • Is unavailable at the delivery address
  • Chooses to return the entire order

The original shipping cost and the return shipping cost will be deducted from the refund.

Shipping fees are paid directly to the courier and are non-recoverable. As a small, independent slow fashion brand, this policy allows us to remain sustainable and continue producing ethically and fairly.

We deeply appreciate your understanding and support.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Personalised or custom-made garments
  • Gift cards

If you have questions about your specific item, please contact us before purchasing.

Exchanges

The fastest way to receive a different item is to:

  1. Return the original item
  2. Once approved, place a new order separately

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Returned items must meet the same conditions:

  • Unworn and unused
  • Original tags and packaging
  • Proof of purchase required

For EU cancellations within the 14-day withdrawal period, we will refund the cost of your original standard outbound shipping in line with EU consumer law. Return shipping costs remain your responsibility, and any taxes or customs duties paid at checkout are non-refundable, as these are paid directly to customs authorities.

Refunds

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds are issued to the original payment method within 10 business days, less any taxes, customs duties and outbound shipping costs as set out above

Please note: banks and card providers may take additional time to process the refund.

If 15 business days have passed since approval, please contact us.

How to Start a Return

Email us at nisan@zhenabia.com

Return Address

Name: ZHENABIA TEKSTIL AKSESUAR SAN VE TIC AS
Address:
Birol Street, Haznedar Neighbourhood
Güngören District
İstanbul / Turkey
34160

Phone: +90 531 384 51 42