Return Policy

ZARAH VICTORIA

RETURN & REFUND POLICY

ORDER CONFIRMATION & POLICY ACKNOWLEDGMENT

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy. By completing your purchase, you confirm that:

 

  • You have reviewed and accepted our return criteria, terms, and timelines.

     

  • You agree to follow the return process as outlined below.

  • In the event of a payment dispute or chargeback, this policy—along with all related order and communication records—will be used as supporting evidence.

RETURNS

We want you to love your purchase! If you are not completely satisfied, you can return your items within 30 days of delivery. To ensure a smooth process, please make sure your return meets the following criteria:

Eligibility Criteria

  • The item must be unused, unworn, unwashed, and in its original condition.

  • The item must be returned in its original packaging.

  • Items should only be handled or inspected in a way that would be reasonable in a physical store (e.g., trying on a piece for size in front of the mirror).

  • Returns will be processed within 7 business days of receipt. We reserve the right to refuse a return if the product shows clear signs of misuse, excessive wear, or damage not attributable to us.

HOW TO RETURN

To initiate a return, please follow these steps:

  1. Email us at info@zarahvictoria.com within 30 days of delivery.

  2. Include the following details in your email:

    • Order number

    • Reason for the return

    • Photos of the product (if the item arrived defective or damaged)

    • Your full name and shipping address

  3. Please wait for our team to provide you with specific return instructions before shipping the product back. Do not send items to the address on the shipping label without prior approval, as unauthorized returns may be rejected.

  4. We highly recommend using a tracked shipping service and retaining your proof of shipment until your return has been fully processed.

DEFECTIVE OR DAMAGED ITEMS

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@zarahvictoria.com with:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the defect

Once verified, we will arrange a replacement depending on product availability. In certain verified cases, a physical return of the damaged item may not be required. Replacements for defective items are typically processed within 7–14 business days.

LOST OR UNCLAIMED ORDERS

  • Lost in Transit: If your package is lost during transit, please contact our support team with your order number and tracking details. We will assist you in filing a claim with the courier and arrange a replacement or refund once the carrier confirms the loss.

  • Delivery Issues: If a package is refused at delivery, remains unclaimed, or is returned due to an incorrect address provided by the customer, a $35 CAD deduction will be applied to your refund to cover the administrative and shipping costs incurred.

CANCELLATIONS & RIGHT OF WITHDRAWAL

You have the right to cancel your order within 30 days of receipt under consumer protection regulations. However, please note that our order fulfillment system is fully automated, meaning orders cannot be stopped or modified once they have been dispatched.

If your order has already been shipped, you can simply initiate a regular return after the package arrives by following the steps outlined above. To request a cancellation before shipment, email us immediately at info@zarahvictoria.com with a clear request to withdraw.

CHARGEBACKS & DISPUTE RESOLUTION

If there is any issue with your order, please reach out to us first. We are fully committed to resolving any problems promptly, fairly, and professionally.

If a chargeback or payment dispute is filed without contacting us first, we will provide your financial institution with all supporting documentation, including:

  • Order confirmations

  • Tracking and delivery details

  • Email correspondence and submitted photos

Submitting a chargeback without prior contact may significantly delay the resolution process and may affect your eligibility for future orders.

IMPORTANT NOTES

  • All returns must be sent to our designated central warehouse at the customer's expense, following the approved return instructions.

  • We are not responsible for carrier-related transit delays or external customs clearance issues.

  • For hygiene and safety reasons, returns consisting of intimate or hygiene-sensitive items that arrive in a used or unsanitary condition cannot be accepted.

CONTACT US

If you have any questions regarding this policy or need help with a return, please reach out to our Customer Support Team at info@zarahvictoria.com. We are always happy to assist you!