Refund policy
RETURNS, CUSTOMS & REFUNDS POLICY
Effective from 31 August 2026
Taxes & Customs Duties
Zhenabia ships internationally from Türkiye.
Where duties and taxes are collected at checkout, the applicable import charges are prepaid as part of your order and you should not be required to pay those charges again upon delivery.
Where duties and taxes are not collected at checkout, the recipient may be responsible for any applicable customs duties, import taxes, handling fees, or other charges imposed by the destination country or local authorities.
Customs regulations and charges vary by country.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
Return Eligibility
To be eligible for a return:
- Items must be unworn, unused, and in their original condition
- All original tags and packaging must be intact
- A receipt or proof of purchase is required
- Items must not show signs of wear, washing, alteration, damage, perfume, cosmetics, or other use
Zhenabia reserves the right to refuse a return if the returned item does not meet these conditions.
Return Conditions
- A return request must be made within 14 days of delivery
- Return shipping costs are the customer's responsibility, unless the item received is defective, damaged, or incorrect
- Returns must be sent using a tracked shipping service
- Customers are responsible for ensuring the returned parcel reaches us safely
- Zhenabia is not responsible for return parcels that are lost or damaged in transit when the return shipping has been arranged by the customer
Please clearly identify the shipment as a RETURN and include your order information to help avoid unnecessary customs delays or charges.
We strongly recommend retaining your return tracking information until your refund has been completed.
What Is Deducted From Your Refund
Certain shipping and transaction-related costs may be non-refundable once an order has been dispatched.
For eligible returns, the following may be deducted from the refund where applicable:
- Original outbound shipping costs, except where otherwise required by applicable consumer law, including qualifying EU cancellations described below
- Return shipping costs if these have been incurred or paid by Zhenabia on the customer's behalf
- Any non-recoverable customs duties, import charges, handling fees, or other charges incurred in connection with the shipment or its return
If the customer arranges and pays for their own return shipment, that return shipping cost is paid directly by the customer and is not included in the refund.
The remaining eligible merchandise value will be refunded once the return has been received, inspected, and approved.
Unclaimed, Refused & Undeliverable Orders
If an order is returned to Zhenabia because the recipient:
- Refuses delivery
- Does not collect or claim the shipment
- Is repeatedly unavailable for delivery
- Provides an incorrect or incomplete delivery address
- Fails to respond to necessary communication from the courier or customs authorities
the original shipping cost and any return shipping costs incurred may be deducted from the refund.
Any additional customs, duties, storage, handling, or return-related charges incurred may also be deducted where applicable.
Shipping and return transportation costs paid to courier partners are generally non-refundable.
Damages, Defects & Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if:
- Your item is defective
- Your item arrives damaged
- You receive an incorrect item
Please include your order number and clear photographs of the issue when contacting us.
We will review the issue and, where appropriate, arrange a suitable resolution.
Exceptions / Non-Returnable Items
The following items cannot be returned:
- Personalised or custom-made garments
- Gift cards
- Items that have been worn, washed, altered, damaged, or are otherwise not in their original condition
If you have questions regarding the return eligibility of a particular item, please contact us before purchasing.
Exchanges
We do not process direct exchanges.
The fastest way to receive a different item, size, or colour is to return the original item in accordance with this policy and place a new order separately.
European Union – 14-Day Right of Withdrawal
For orders delivered within the European Union, consumers generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions.
Returned items must meet the conditions described in this policy and be returned in their original condition.
Where the statutory EU right of withdrawal applies, Zhenabia will refund the eligible purchase price and the cost of the standard outbound delivery option, as required by applicable consumer law.
If you selected or requested a delivery method more expensive than our standard delivery option, any additional delivery cost above the standard service may not be refundable.
Return shipping costs remain the customer's responsibility, unless otherwise required by applicable law.
Any customs duties, import taxes, or similar charges that are not recoverable by Zhenabia may not form part of the amount refundable by Zhenabia, subject to applicable consumer law.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the applicable refund will be issued to your original payment method within 10 business days, less any permitted deductions described in this policy.
Please remember that your bank or card provider may require additional time to process and post the refund to your account.
If 15 business days have passed since we confirmed approval of your refund and you have not received it, please contact us.
How to Start a Return
To request a return, contact:
Please include your order number and the item(s) you wish to return.
We recommend contacting us before shipping your return so we can provide any necessary return instructions.
Return Address
ZHENABIA TEKSTIL AKSESUAR SAN VE TIC AS
Birol Street, Haznedar Neighbourhood
Güngören District
İstanbul / Türkiye
34160
Phone: +90 531 384 51 42