FREQUENTLY ASKED QUESTIONS

RETURN & EXCHANGE

Return policy

Our return policy is valid for 7 days. If 7 days have gone by since the day your order was delivered, your return request will not be accepted.

To be eligible for a return, the product must be unused, unwashed and in the same condition that you received it. It must also be in the original clear packaging with all tags attached (if any).

Your return/exchange request may be rejected if the above conditions are not met. 

To place a return/exchange request, please click here.

Can I return my order?

Return Eligibility
❯ You have received the wrong product: ✅
❯ You have received the wrong size: ✅
❯ You have received a damaged product: ✅
❯ Minor color variation from image: ❌
❯ Changed your mind: ✅


Non-Returnable Product Categories:
❯ Accessories
❯ Lingerie
❯ Unstitched Fabrics
❯ Home & Decor
❯ Exchanged Orders
❯ Clearance Sale 

Can I get a refund?

Refund Eligibility
❯ You have received the wrong product: ✅ Yes, Full refund.
❯ You have received the wrong size: ✅ Yes, Full refund.
❯ You have received a damaged product: ✅ Yes, Full refund.
❯ Minor color variation from image: ❌ No.
❯ Changed your mind: ✅ Yes, Delivery charges* applicable.
❯ Seasonal Sale: ✅ Yes, Delivery charges applicable. Store credit only (non-transferable).


Charges:

❯ For domestic orders (within UAE), an additional shipping charge of AED 15 is applicable and will be deducted from the refund value. 
❯ For international orders, an additional shipping charge of AED 40 is applicable and will be deducted from the refund value. 

NOTE:
❯ Cash on delivery charges are non-refundable

How will my return and refund be processed?

Once your return product is received and inspected, you will receive an email notifying you of the approval or rejection of your refund.
If your refund request is approved, your refund will then be processed once your product is received at our fulfillment center.

Depending on your payment method, your refund can take anywhere between 3-14 days.

❯ If you paid online, you can choose to refund directly to your credit/debit card or have the amount issued to your ZQ wallet as store credit.
❯ If you paid with cash/card on delivery, your refund will be posted to your ZQ wallet. You may also request for the store credit to be transferred to your bank by contacting us at support@zeresouq.com

I haven't received my refund yet. What should I do?

If you have recieved an email confirmation from us stating that your refund has been issued, please follow the below steps:

❯ Check your bank account again.
❯ If you paid online, contact your card issuing bank, it may take some time before your refund is officially posted.
❯ If you paid with cash, contact your bank. There is often some processing time before a refund is posted.

Note: Allow upto 3-14 days for the refund to reflect in your account after it has been processed.

If you’ve done all of the above and you still have not received your refund, please contact customer support.

I paid for my order using ZQ reward points. Will my points be refunded?

Yes! Your ZQ points will be refunded back to your wallet.

I paid for my order with cash. Can I get a cash refund?

Unfortunately, we do not issue any cash refunds. Your refund amount will be issued to your ZQ wallet as store credit.

You may request for the store credit to be transferred to your bank account by contacting our customer support team.

Can I exchange my order?

Yes, you can exchange your order for a different size through our return & exchange portal.

Can I exchange my order for a different product?

While we do not offer direct exchange for a different product. You'll be able to return your original order, and then use your refund amount to place a new order.

ORDERS & ACCOUNT

Why should I register myself with ZERESOUQ?

By creating an account and signing up with us, you are gaining early access to our new collections, limited edition products and our flash sales!

How can I register myself on ZERESOUQ?

You can register yourself by clicking on the “Create Account” button on the top right hand corner of the website.

You can also register via Facebook, Google and Amazon using their respective login credentials. You will be redirected to a page wherein you can enter your email and password and that’s it – you’re registered!

How can I subscribe/unsubscribe to fashion alerts?

To subscribe to our fashion alerts, please enter your email address in the bar at the bottom of our homepage - under "Stay Connected". You are now in the loop so wait for your first ZERESOUQ email!

To unsubscribe, scroll to the bottom of any of our emails and click on the  "Unsubscribe" button. (we are kidding, don't actually do it)

How can I edit my account details?

To edit your account information, login to zeresouq.com using your user ID and password and click on "View Address" to update all your personal details.

How do I reset my password?

To reset your password, click on "login" and click on "forgot password" and enter your registered email ID. You will receive an email with a link to reset your password.

How can I check my order status?

To check your order details at any time, login to your account, click on "Orders"; then click on the order number to get all details.

Alternatively, you can reach out to our support team through Facebook, Instagram, Whatsapp or Email.

How to place an order?

You can browse through our products and click on the ‘Add to cart’ button.
After you are done adding all the products you wish to purchase, you can review them by viewing your cart and then click on checkout.
Once you enter your information and choose your payment method and successfully place an order. You will receive and email confirmation once the order is placed.

How can I ship my order to a different address than my billing address?

You can always choose an alternate address at the time of the order or contact customer service at support@zeresouq.com to update your details.

When and how can I cancel my order?

To cancel or edit your order after making the payment on the website, email us at support@zeresouq.com within 12 hours of placing your order. If the order hasn’t been dispatched by us, we will be happy to help you out.

How can I apply a coupon/discount code to my order?

After you have added the selected products to your cart, you can view the cart to review your order and total. You can make final changes to your order on the cart page. You will see a promotional code space near the total of your order. You can enter the code there and click on “Apply.” The page will reload and your total will be revised.

PAYMENTS

How can I pay for my order?

We accept:

❯ Credit or Debit Cards

❯ Cash on Delivery

❯ ZQ Reward Points

❯ PostPay - 3 interest-free installments

Can I withdraw my ZQ Points for cash?

No, reward points cannot be transferred to your bank. Only store credit issued againt an order is transferable.

Are prices inclusive of VAT?

Yes, the amount you see on the product page is inclusive of VAT (UAE), there will be no additional charges at checkout.

VAT is added sperately at checkout for KSA and Kuwait.

Where is my store credit?

ZERESOUQ, issues store credit in the form of ZQ points.

To know how to redeem your points please refer to the "ZQ Rewards" section below.

ZQ REWARDS

What is ZQ Rewards?

ZQ Rewards allow you to earn points on purchases as well as several other actions which can then be used for discounts on your future purchases.

How to join ZQ rewards program?

❯ Click on "ZERESOUQ REWARDS" at the bottom of the homepage.
❯ Click on "REWARDS"
❯ Click on "LOG IN" to either sign-in to your account or create a new account and you're ready to start earning ZQ points!

How can I earn ZQ points?

❯ Like and follow ZERESOUQ on Facebook.
❯ Follow ZERESOUQ on Instagram.
❯ Subscribe to our newsletter.
❯ Leave a review.
❯ Place an order.
❯ Create an account.

Will I lose my ZQ points if I return my order?

Yes, your ZQ points will automatically be deducted from your wallet for each item that you return.

How can I pay using my ZQ points?

❯ Sign in to your account.
❯ Once you are done selecting your products, click on the cart icon on the top right corner to view your cart.
❯ On the cart page, you'll see a pop-up message on the bottom left corner stating that you have points to redeem. If you dont see the pop-up message, click on "ZERESOUQ REWARDS" at the bottom of the page.
❯ Click on "REDEEM" which will then display a slider which you can toggle to decide the number of points you want to redeem.

Get in touch

Have questions about your order, or a general enquiry?