Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at support@zayanclothing.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@zayanclothing.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), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


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 xanamsaad@gmail.com.

Welcome to Zayan Clothing

We value your satisfaction and aim to provide the best quality Pakistani and international clothing brands. Please read our refund policy carefully to understand your rights and obligations regarding cancellations and returns.

Returns & Refunds (Google Merchant Policy Summary)

We accept returns only for defective or damaged items.

  • Customers must report defective items within 24 hours of delivery

  • Approved returns must be sent back within 7 days (UK) and 14 days (International)

  • Refunds are processed within 7 business days after approval

  • Refunds are issued to the original payment method

  • Return shipping costs are paid by the customer

  • Made-to-order, custom-stitched, stitched clothing and jewellery items are non-refundable

For full details, please refer to the complete refund policy below.

Order Cancellation

  • Cancellation Window: Orders placed can only be canceled within 1 hour of placement. After this period, we cannot process cancellations as the product will be in the stitching or shipping process.
  • How to Cancel: To cancel an order, please contact our customer service team at support@zayanclothing.com or WhatsApp:   within the 1 hour window. Please provide your order number and reason for cancellation.

  • Cancellation Fee: A £20 + 2% cancellation fee applies to all orders canceled within the UK. For orders outside the UK, a cancellation fee of £20 + 3% of the total order amount will be charged. This fee covers the administrative costs involved in undoing data entry, reversing order processes, payment gateway fees, and other operational expenses incurred when canceling your order.

Damaged Products

  • Reporting Damages: In the unlikely event that you receive a damaged product, you must contact us within 12 hours of receiving the parcel. The delivery time provided by the courier will be considered the official receipt time, starting the 12-hour countdown. If we are not informed about the damage within this 12-hour period, we will not entertain any claims.
  • Proof of Damage: When reporting a damaged product, please provide detailed photographs of the damage and the packaging. This will help us assess the situation and process your claim efficiently.
  • Contact Information: For damage claims, reach out to us at support@zayanclothing.com or WhatsApp: 

Returns and Exchanges

  • Return and Exchange Window: We accept returns and exchanges only for damaged goods or wrong products received. Contact us within 24 hours from the arrival of your delivery to notify us of your intent to return or exchange. Claims on stitching will not be entertained as we double-check it before shipping.
  • Return Period: Post items back to us within 7 days after delivery (in the UK) and within 14 days after delivery (Internationally).
  • Return Eligibility: To be eligible for a return, your item must be unused and in the same condition that you received it, with all tags and original packaging complete.
  • Shipping Costs: If any issues arise, the customer will be required to return the products, and the shipping costs for the return will be the customer's responsibility. The returns must be sent to the company-provided return address.

Refund Process

  • Eligibility: Only orders canceled within the 1 hour window and legitimate damage claims reported within 12 hours of receipt (as per the courier's delivery time) are eligible for refunds or replacements.
  • Processing Time: Once your claim is approved, refunds will be processed within 7 business days. Refunds will be issued to the original payment method. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
  • Shipping Charges: We do not refund shipping charges or reimburse return shipping charges.

Specific Conditions

  • Stitching, Color & Embellishments: There may be slight variations in color and scale due to display screens and sizing against embellishments. This should not be a significant issue and is not a reason for return. Most of our items are hand-embroidered/embellished and therefore delicate, with a 5%-10% variation possibility. By placing an order, you accept these variations. Claims regarding stitching will not be entertained as each item is double-checked before shipping. This policy is in accordance with the Consumer Rights Act 2015, ensuring fair treatment for both parties. For more information on your rights, please refer to the official legislation here.
  • Custom Length or Customized Orders: We do not accept returns, exchanges, or cancellations for customized or made-to-order purchases. If there is a delay in production due to alterations, please do not cancel, as it will be delivered as soon as possible. This complies with the UK law on bespoke and customized items.
  • Most of our outfits are custom-stitched after order, whether standard or custom sizing. These are considered bespoke items and are exempt from return obligations under UK and EU laws.
  • Stitched Orders: There is a zero-tolerance policy for returns or refunds on stitched clothing. Each piece is thoroughly checked before dispatch to ensure quality and accuracy. This policy aligns with the Consumer Rights Act 2015, which allows businesses to enforce stricter return policies on customized or specific goods.

  • Delivery Timeframes:

    Estimated delivery dates are provided in good faith based on courier timelines, outfit type, event date, and overall order volume at the time of purchase. While we strive to meet all delivery expectations - especially for time-sensitive events - please note that delays can occur due to customs clearance, seasonal backlogs, courier issues, or unforeseen circumstances such as weather, strikes, or geopolitical disruptions.

    These factors are outside of our control and do not qualify for order cancellation, refund, or compensation - unless the word “Guaranteed” is explicitly used in writing at the time of order.

    Additionally, any delays caused by the customer—such as late submission of measurements, clarification responses, or other required information—will extend the estimated delivery timeline accordingly. The responsibility for such delays does not lie with us. 
  • High Quantity Orders: Contact us before placing orders with multiple items to ensure availability and discuss delivery times. This ensures compliance with the Consumer Contracts Regulations 2013 regarding bulk orders and their specific terms.
  • Jewelry: There is a zero-tolerance policy for the return of earrings, necklaces, and nose chains/pieces due to hygiene reasons. This includes earrings as part of a necklace or tikka set. This is in line with health and safety regulations under UK law.

  • Made to Order:

    Made-to-order items are non-refundable and non-exchangeable under any circumstances. Once an order is placed, it is considered confirmed and cannot be cancelled or altered. This includes all custom-stitched and designer-sourced products.

    We act solely as a facilitator between the customer and the designer. While we make every effort to keep customers informed and follow up proactively, we are not liable for any delays, changes, or production issues on the part of the designer. Estimated delivery times are provided in good faith but are not guaranteed.

    By purchasing a made-to-order item, you acknowledge and accept these terms.

Legal Compliance

  • Consumer Rights Act 2015: This policy is designed in compliance with the UK Consumer Rights Act 2015, which governs the rights of consumers and the obligations of businesses in the UK. For more information on your rights, please refer to the official legislation here.
  • Consumer Contracts Regulations 2013: Our policy complies with the Consumer Contracts Regulations 2013, which provides guidelines on returns, refunds, and cancellations for online purchases. Detailed information can be found here.
  • Dispute Resolution: In the event of a dispute, we will make every effort to resolve the matter amicably. Should a resolution not be reached, disputes will be handled in accordance with UK law, giving us a high chance of winning disputes due to our compliance with legal standards.

Legal Actions

  • Tampering and Fraud: Any attempts to damage our products intentionally or to commit fraud will not be tolerated. We reserve the right to take legal action against individuals found to be tampering with products or making false damage claims.
  • Investigation: All claims will be thoroughly investigated. If we determine that the damage was intentional or fraudulent, we will pursue legal action to protect our business interests.

Contact Us

If you have any questions about our refund policy, please contact us at:

  • Email: support@zayanclothing.com
  • WhatsApp: 

We appreciate your understanding and cooperation.