Returns & Exchanges
Zepherra is committed to providing our customers with their best fit through personal fit consultations online. All of our garments are hand-constructed and custom made just for you.
Custom made products
All of our custom made garments are not eligible for return or exchange. In the highly rare case where the garment did not fit as you wish, we strongly recommend that you email us so that we can do our best to help you.
Standard size products
If you are not completely satisfied with your purchase, we offer a 14 day return and exchange policy.
For non-defective items, you can return the items for an exchange or store credit. Exchanges can be made for a different size or colour of the same product or another item of the same price. If an item has been reduced in price, there will be no credit. Top up may be required for higher priced items.
Except for faulty goods, all items must be returned to us in a saleable condition. They must be returned unused and in their original, undamaged packaging.
Please handle all items with care. Item(s) must be returned to us intact, undamaged and as soon as reasonably possible. When trying on item(s) of clothing, please do not use unnecessary force and ensure you are not wearing make-up, perfume/aftershave or deodorant which may leave a scent or marks. We will be unable to accept the return of any item(s) where these instructions have not been followed.
Custom and made to order goods
do not qualify for returns and exchange if measurements have been changed from the standard size according to your order request.
When trying on clothing, please ensure that you are not wearing any deodorant or fragrance that may leave a mark or scent.
Accessories & Bags
For hygiene reasons, we do not accept returns or exchange for items under this category.
Sale items are final and are not applicable for returns and exchange.
Return & Exchange Procedures
For items eligible for return/ exchange, we offer a 14 days return and exchange policy to all customers. Returns are available for all items except for Custom-made, Sale merchandise, Accessories and Bags. Any charges incurred for returning goods back to us for refund are the responsibility of the customer.
A credit note will be issued upon receipt of your item. This credit note is valid for 6 months, and is strictly non-refundable, or extensible. Credit notes must be used in a single transaction, excess amounts will not be refunded.
Please download this return form. Follow these steps to return your item:
- Ensure you return your item(s) within 14 days of receipt. The goods must be returned unused, in their original, undamaged packaging
- Email firstname.lastname@example.org to advise us that you are returning your item(s). We will not be able to process any uninformed exchange.
- Complete the returns form enclosed with our email advice and place the completed returns form in the parcel. Remember to indicate the return reference number we supply you with.
- Send the parcel back to the address given in our email.
- We strongly recommend that you use registered post, or another secure method of delivery from a reputable carrier.
Please note that items need to have their tags intact, unworn, unwashed, unaltered, and purchased directly from us. Requests for exchanges and returns which do not meet all mentioned conditions will be declined.
Defective/ Incorrect Item Received
We apologise if we had sent you a defective/ incorrect item. Please contact us and we’ll reply you within 24 hours.
Zepherra will re-send you the correct piece and reimburse you the charges incurred for returning the product back to us. If you opt for a refund, we will reimburse you the total cost paid, including the initial shipping cost and the charges incurred for returning goods back to us. We will credit this amount to your initial mode of payment. Returns have to be mailed back within 14 days of receipt.