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.

Return:

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.

Return Reason 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
  • Clearance Sale 
Return Reason Refund Eligibility  Refund Amount
You have received the wrong product:
Full
You have received the wrong size:
Full
You have received a damaged product:
Full
Minor color variation from image:
Zero.
Changed your mind:
Delivery charges* applicable.
Seasonal Sale:
Full. Store credit only.


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. 

Refund Procedure:

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 centre.

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

    Late or Missing Refunds
    If you haven’t received a refund yet, please follow the below steps:

    • Check your bank account again.
    • Contact your credit card company, it may take some time before your refund is officially posted.
    • Contact your bank. There is often some processing time before a refund is posted.

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