RETURN & REFUND POLICIES

At Zoha Collection, we want you to be completely happy with your purchase. As our pieces are carefully selected and sourced with quality and craftsmanship in mind, we ask that you please read our returns policy before placing your order.

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1. RETURNS

We accept returns on eligible items within 14 days of delivery.

If you wish to return an item, please contact us within 14 days of receiving your order to notify us of your return.

Items must be:

• Unworn and unused

• In their original condition

• Free from makeup, perfume, deodorant, stains, marks or any other signs of wear

• Returned with all original tags and packaging intact

• Returned in a condition suitable for resale

We recommend trying your outfit on carefully and indoors, without makeup, jewellery or perfume, to avoid marking or damaging the fabric.

Items that have been worn, washed, altered, damaged or returned with noticeable signs of use may not be eligible for a refund, except where the item is faulty or not as described.

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2. HOW TO RETURN

To request a return, please contact Zoha Collection within 14 days of receiving your order.

Please include:

• Your order number

• Your name

• The item(s) you wish to return

• The reason for your return

We will provide you with the return instructions.

Customers are responsible for the cost of returning an item where they are returning it because they have changed their mind, selected the wrong size, or no longer require the item.

We strongly recommend using a tracked and insured delivery service, as Zoha Collection cannot be responsible for items that are lost or damaged while being returned to us.

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3. REFUNDS

Once your returned item has been received and inspected, we will process your refund.

Where a refund is due, it will normally be made to the original payment method.

For online orders cancelled within the applicable statutory cancellation period, your statutory rights apply. This includes the refund of the standard delivery charge paid for the original order where required by law.

If you selected an upgraded or express delivery service, we are only required to refund the equivalent of our standard delivery charge.

Please allow your payment provider additional time to show the refund in your account.

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4. EXCHNAGE

Zoha Collection does not offer exchanges.

If you require a different size, colour or style, you will need to return your original item in accordance with our returns policy and place a new order for the desired item.

All new orders are subject to availability.

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5. FAULTY OR INCORRECT ITEMS

We carefully check every order before it is dispatched. However, if your item arrives:

• Faulty or damaged

• Incorrect

• Not as described

• Missing an item or component

please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and clear photographs of the issue.

The 48-hour notification period is requested to help us investigate and resolve issues quickly; it does not remove or restrict your statutory consumer rights.

If an item is faulty, not as described or otherwise fails to meet the requirements of UK consumer law, you may have a legal right to a repair, replacement or refund depending on the circumstances.

Where an item is confirmed to be faulty or incorrectly supplied, Zoha Collection will cover the reasonable cost of returning the item.

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6. SALE ITEMS

Sale items may be returned in accordance with the same statutory consumer rights as full-price items.

A sale or reduced price does not remove your legal rights if an item is faulty, not as described or otherwise does not meet the requirements of UK consumer law.

 

7. MADE-TO-ORDER

Certain Pakistani couture pieces may be made specifically to your requirements, including personalised or made-to-measure garments.

Personalised, customised or made-to-order items may not be eligible for cancellation simply because you have changed your mind, where the relevant legal exception applies.

However, this does not affect your statutory rights if the item is faulty, not as described or does not meet the requirements of UK consumer law.

Please ensure that all measurements, colour choices and personalisation details provided to us are correct before placing your order.

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8. IMPORTANT INFORMATION

Pakistani couture garments can contain delicate embroidery, embellishments, sequins, beads, threadwork and other decorative details.

Minor variations in embroidery, colour, fabric texture or placement may occur due to the handcrafted nature of some garments. These variations do not necessarily indicate a fault.

Customers should take care when wearing, storing, washing and handling embellished garments and should follow any care instructions supplied with the item.

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9. YOUR STATUTORY RIGHTS

Nothing in this policy is intended to limit or exclude your statutory rights under UK consumer law.

Where an item is faulty, not as described, not fit for purpose or otherwise does not meet the requirements of the law, you retain the rights available to you under applicable UK consumer legislation.