Refund policy
Returns & Exchanges Policy
At ZÄE, we aim to ensure you are completely satisfied with your purchase. If for any reason you are not, please review our policy below.
Returns Window
You have 14 days from the date your order is delivered to request a return.
Return Conditions
To be eligible for a return:
- Items must be unworn, unused, and in original condition
- All tags and return ribbons must remain attached
- Items must be returned in their original packaging
Returns will not be accepted if the tags or return ribbon have been removed.
Non-Returnable Items
The following items are not eligible for return:
- All fur pieces, as they are made to order and custom produced
These items are considered final sale and cannot be returned or exchanged.
Made-to-Order Items (Faults & Issues)
If your made-to-order item arrives with a fault or issue, you may be eligible for a replacement.
- You must notify us within 48 hours of delivery
- Proof (photos/videos) may be required
- Approved cases will receive a replacement of the same item
Requests made after 48 hours may not be accepted.
Return Costs
- Returns are not free
- Return shipping costs are the responsibility of the customer
- Original shipping fees are non-refundable
Exchanges
We offer exchanges subject to availability. If your requested size or item is unavailable, a return will be processed instead (if eligible).
How to Request a Return
To request a return, please contact us via our website with:
- Your order number
- Full name
- Reason for return
If approved, we will provide return instructions.
Refunds
Once your return is received and inspected:
- Approved refunds will be issued to your original payment method
- Please allow 5–10 working days for processing depending on your bank
Important
We reserve the right to refuse returns that do not meet the above conditions.