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Zola’s returns and exchange policy gives you an option to return or exchange items purchased on Zola for any reason within the specified return/exchange period, i.e. 48 Hours after the order has been delivered to you. We only expect that you don't use the products and preserve its original condition, tags, Invoices and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition as same.
There are two ways to Return/Exchange the product to us:
- Pick up: In most locations, we offer a pickup service. You will see a pickup option when you submit a return request.
- Self-Shipping: If we are unable to offer a pick up service at your location due to various reasons, then in such cases, the customer will need to self-ship the order.
Please Note: Under Self-shipment, customer needs to share the Order ID, scan copy of the courier receipt and details of the products that need to be exchanged/returned with us via E-mail.
2.Where should I self-ship the Returns?
You can courier the product(s) to the address mentioned below:
We recommend using ‘Speed Post’ as your courier service. Speed Post is a Government of India owned entity and has the most widely distributed postal network in India.
3.What are the items/services that cannot be returned or exchanged?
1. For reasons including hygiene, we do not accept return of briefs, panties, or shape wear panties, bras or an opened box of a multi-piece set that includes panties.
4.Some Easy steps to guide you through the Return process-
- Create a return request within the next 48 Hours of delivery. To apply for a return, go to “Track Your Order” page on the website or click here.
- Enter your order id and you will get an option to “Request Return”.
- Follow the proceeding steps.
- Keep the item ready for pick up or ship it to us basis on the return mode that is available at that time and place.
- If the picked up product does not pass the quality check, we shall ship it back to you.
5.There are Some EXCEPTIONS and RULES that apply to this policy :
- All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact.
- In case of defects/manufacturing issues please share us the Order ID, Details of the products and Images of it via email on email@example.com.
- In the interests of hygiene, we may refuse returns where it's obvious that the item has been worn, washed or soiled.
- If the Quality of the returned product is not up to the mark, the brand holds the rights to cancel the return/exchange request. In that case, the product will be shipped back to the client.
- The Money will be refunded only after the returned product passes through the Quality Control Check successfully. The amount paid for the product will be refunded back to you via the same Mode of Payment that you used. In case of COD, we will do a bank transfer for the amount paid for the product.
- Shipping Charges are one-time cost and therefore are non-refundable.
- If you need to return/exchange anything from a combo pack, the whole pack will have to be sent back. Partial returns from combo packs are not accepted.
- Products sold under any discount Schemes/Offers / Sale Period or purchased with redeemable discount codes cannot be exchanged/returned and are non-refundable.
- Gift cards/vouchers are non-refundable.
- At any time, you can track the status of your return/exchange requests under “Track your orders” of Website.
- It is advisable to pack products securely to prevent any loss or damage during transit. If Found damage Then brand will not be liable for a refund.
- For self-ship returns/exchanges the refund for returned products will only be initiated if they pass through a quality check conducted at the warehouse. If the quality check fails the product will be reshipped back to you.
- Zola will not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Zola would not be accountable for misplacement or replacement of the product and is not responsible for its delivery back to the client.
- Returns/Exchange is not applicable for International Orders.
6.What is the criteria for Zola’s Exchange Policy?
- We offer our customers an option to exchange items purchased on Zola for same or different sizes of same style or for any other product of the same/higher value from Zola’s collection itself; within the specified exchange period subjected to your address being serviceable for an exchange.
- Exchange of the product will only be successful after our team has received the product and the quality check is approved by our QC Team.
- If the Quality of the returned product is not up to the mark, the brand holds the rights to cancel the exchange request. In that case, the product will be shipped back to the client.
- If you choose to exchange the product for reason of mismatch of size or receipt of a defective item, you will be provided with a replacement of the item. However all exchanges are subject to stock availability and subject to your address being serviceable for an exchange.
- If exchanging the product for a higher value, you will have to pay the difference of the product that is been taken.
7.What is Zola’s Shipping & Delivery Policy
Delivery may take from 5-7 days depending on your order and pin code. Zola delivery partners will make a maximum of three attempts to deliver your order. In case the customer is not reachable or does not accept delivery of products in these attempts Zola reserves the right to cancel the order(s) at its discretion.
An estimated delivery time is displayed on the order confirmation page. On placing your order, you will receive an email containing a summary of the order and the estimated delivery time to your location.
Sometimes, delivery may take longer due to:
- Bad weather
- Flight delays
- Political disruptions
- Act of God like flood, earthquake, Tsunami etc
- Other unforeseen circumstances
In such cases, we will proactively reach out to you. Please check your emails and SMS regularly for such updates.
Also, we will not be able to compensate for any mental agony caused due to delay in delivery.
We may charge you with a shipping charge (inclusive of tax) in some cases. The communication shall be available to you at the time of placing the order.
In case of refund of the product, the refund of the shipping charges will be done as per the refund policy.
Note – If require any further assistance, contact our customer care contact (+91 88503 16394).