Overview
At Zainabo, we pride ourselves on the meticulous craftsmanship and unparalleled quality of our couture. Because our bespoke garments are meticulously tailored to your exact measurements and specific design requests, all custom-made, made-to-measure, and bespoke orders are strictly final sale. We do not offer refunds, returns, or exchanges for change of mind, personal preference, or changes in your measurements after the final fitting.
Exempt and Non-Returnable Items
Several types of goods and services are entirely exempt from being returned or refunded, including:
- Bespoke, custom-made, or made-to-measure garments.
- Garments that have been altered or tailored.
- Any item that has been worn, washed, or altered by a third party.
- Items showing signs of use, including makeup stains, perfume, or deodorant marks.
- Intimate garments or sanitary goods.
To process any inquiries regarding your order, we require your original receipt or proof of purchase.
Fittings, Alterations, and Liability
Our atelier process includes dedicated fittings to ensure your garment achieves the perfect silhouette. Once a garment is approved at the final fitting or accepted upon delivery, Zainabo assumes no liability for subsequent fit issues resulting from weight fluctuations or personal mishandling.
If you discover a structural defect or a clear deviation from the agreed-upon design, you must contact us within 7 days of receiving your garment. We will review the claim, and if the error is determined to be on our end, we will provide complimentary alterations to correct the issue.
Refunds (Exceptions Only)
Refunds are only considered in the rare event of a severe manufacturing defect that cannot be remedied through our alteration process.
Once your returned item is received and inspected at our atelier, we will send you an email notifying you of the approval or rejection of your claim. If approved, a refund will be processed, and a credit will automatically be applied to your original method of payment within a specified number of days.
Late or missing refunds
If an approved refund has not appeared in your account:
- Check your bank account again.
- Contact your credit card company, as it may take some time before your refund is officially posted.
- Contact your bank, as processing times can vary.
If you’ve done all of this and you still have not received your refund, please contact us at [admin-email].
Sale items
Only regular-priced, non-custom items may be refunded. Sale items, promotional pieces, and sample-sale garments cannot be refunded and are sold as-is.
Exchanges
We only replace or exchange items if they are demonstrably defective or damaged upon receipt. If you need to exchange a non-custom item for the same piece, send us an email at support@thezainabo.com and send your item to our atelier: {physical address, Lagos}.
Shipping Returns
To return your product for an approved inspection or alteration, you should mail your product to: {physical address, Lagos}.
You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
Depending on your location, the time it takes for your altered or exchanged garment to reach you may vary. If you are returning expensive couture items, you must use a trackable shipping service and purchase shipping insurance. We do not guarantee that we will receive your returned item and are not liable for garments lost in transit.
Need help?
Contact our team at support@thezainabo.com for questions related to our bespoke process, fittings, or policies.