Refund and Returns Policy

At Zarayee, we take pride in crafting exquisite, made-to-order dresses and suits tailored to your unique specifications. As such, our production process is centered around fulfilling each individual order, without maintaining stock inventory. Given the custom nature of our products, we have established a return policy that reflects our commitment to quality while recognizing the inherent challenges associated with custom tailoring. Please review the following guidelines carefully

Cancelling Orders (Before Delivery)

We know that it is very important to order dresses or suits for your special occasions, and our cancellation policy also complies with this regulation. However, it is important to note that our suits, shirts and some accessories are all custom made, and all start from scratch (including standard sizes). Once the creation process begins, these materials cannot be reused. The good news is that you still have time to change your mind after placing the order.

Cancellation Policy

  • Orders canceled within 12 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 90% of product purchase price.
  • Orders canceled within 12-24 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 80% of product purchase price.
  • Orders canceled within 24-48 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 50% of product purchase price.
  • Orders canceled beyond 48 hours after payment confirmation will be eligible for a partial refund of full shipping cost only.
  • Once your order has been shipped, it can no longer be canceled.

Return Policy

Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s).

Please note that we only accept products in their original condition, and we cannot process any products that are returned without our prior knowledge. If you wish to return any or all parts of your order, you will need to contact customer service. All the return item(s) will go through inspections. We will process the refund when we get the returned package and confirm that the product has the problems mentioned.

Acceptable Returns:

  1. Mis-shipped products:  Once we have confirmed your mis-shipped items (item shipped different from item ordered), we will be responsible for the item exchange and postage. You may also return the product and get a full refund including postage.
  2. Damage During Transit: If the product is damaged during shipping, rendering it unusable or significantly impairing its value, you are qualified to get a full refund.
  3. Serious Quality Issues:  Obvious defects in fabric, craftsmanship, or missing accessories that significantly impact the item’s value and usability.
  4. Color Error: If the actual color of the received item significantly differs from the specified color ordered. Reference Color Variance.
  5. Size Error:  If the size of the received item does not match the explicitly chosen size in the order. Reference Size Tolerance.

Non-Acceptable Returns:

  1. “buy-many-keep-one” purchase: As all items (including standard size) are made-to-order, we cannot afford to accept the ‘buy-many-keep-one’ purchase. Our customer service team may cancel an order believed to have been made with that intention.
  2. Custom-Fit Items Not Satisfactory Due to Personal Factors:   Since our products are made to order and are not in stock, if the fit does not fit due to your measurement error or other reasons, such situations are not covered by returns. We appreciate your understanding in this matter.
  3. Change of Mind: Considering the customized nature of our apparel, tailored uniquely for each customer, we do not facilitate returns stemming from buyer’s remorse, subsequent dissatisfaction with the chosen style or hue, or any non-quality-related issues.

Additional Notes

  1. Try-on & Maintain Product Cleanliness:    We recommend you try on your items promptly upon receipt to ensure they meet your expectations. When trying on, avoid contact with potential contaminants such as cosmetics, perfumes, oils, or any substances that may soil the garment.
  2. Color Variance:    Due to lighting, display and other factors, the color of the picture and the actual color of the product may have slight differences. This is considered normal and does not constitute a quality issue.The color display will be based on Apple devices.   Because of the material manufacturing process, the color of each batch of material will have a little difference. We will insist on continuous improvement of the manufacturing process to minimize color differences. if you are positive that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
  3. Size Tolerance:   By default, our standard sizing system or custom sizing points are based on body measurements. Taking into account the comfort and freedom of movement of the garment, we will moderately increase the body size and the garment shape provided by you. You can also make notes when placing your order to make the garment more suitable for you. If you find that your garment size is too different from your body size, we recommend that you find a local professional tailor to adjust it. In this case, we will provide you with a limited reimbursement of the modification costs. Be sure to keep the original receipt issued by the tailor and submit a copy of the receipt for reimbursement

Return Process

  1. Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return. We reserve the right not to accept the returns without prior approval from our Customer Service.
  2. Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please keep the tracking number safe.
  3.  All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. Once the refund has been processed by us, it usually takes 10-15 business days for the funds to be credited to your account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.
  4. Original shipping fee & return shipping fee will not be refunded.

Please Note: we reserve the right not to process the refund if they are returned in unacceptable condition.

Exchange Policy

We do not offer an exchange service for any products at this time. Because all items are made-to-order, we do not have ready-made dresses or suits that can be shipped in exchange for your returned items. You will need to return unwanted items (if eligible per the return policy), and then place a new order for the replacement items. All new orders are subject to the current production period.

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