Q1. How do I return products?
Please contact customer service on our website, indicating which products you would like to return and the reason. We do not accept returns directly without checking with us. You can contact us by sending an email to info@zapaka.com.
(1)After receiving return instructions from us, please pack the items to return it with the original packaging. Write your order number on the package, such as ZAPAKASA0001 to make it easier to identify your package, so that we can solve your problem as soon as possible.
(2)Drop your parcel at your local post office.
(3)Most returns are processed within 7 business days after we receive your package. We will refund you in the original way you paid for the order. Once your refund is issued, you will receive a confirmation email.
*Note:
- For returns requested by the customer, the customer is responsible for return shipping costs. And the costs of the original shipping fees will not be refunded.
- Returns of 2-3 items from single or multiple orders are subject to a 15% restocking fee that will be deducted from the refund amount; Returns of 4 or more items from single or multiple orders are subject to a 30% restocking fee that will be deducted from the refund amount.
Q2. General return policy
The following items cannot be returned, refunded or exchanged:
(1)Products for stock clearance and quick offers.
(2)Items must be returned unworn, unwashed and undamaged with all original tags attached. We do not accept returns that have been worn, damaged, washed or altered in any way.
(3)Items marked as non-returnable and free gifts cannot be returned.
(4)We do not accept returns that have been returned without proper return requests.
Q3. We can not accept orders which buy multiple pieces to choose one.
We can not accept orders which buy multiple pieces to choose one，this is not part of our return policy. All additional costs incurred need to be borne by the customer.
Q4. Cancellation Policy
We understand that ordering a dress for your special occasion is an important task, and our cancellation policy was created with this in mind. However, it is important to note that some dresses are made to order, and once the creation process has begun, the materials cannot be reused. The good news is that after you submit your application, there is still time to make a decision on it. Please refer to our cancellation policy below for more details. Unpaid orders are automatically canceled after one day.
Cancel the order within 24 hours of payment for a full refund.
Cancellation of order 24-72 hours after payment: 80% refund + shipping fee.
Order cancellation 72-120 hours after payment: 50% refund + shipping fee.
Order cancellation > 120 hours after payment: Only shipping fee refund.
Once your order has been shipped, it cannot be cancelled.
If you wish to cancel your order, please contact customer service to proceed.
Q5. What is your return/exchange process?
You may need to contact us to initiate the return process within 7 business days of receiving your items. Our after-sales department will handle this issue.
Q6. What can be returned or exchanged?
Returns must be received in new condition and get confirmation from our Customer Service; Unworn, unwashed, hygienic lining and tags intact. Items returned with clear, makeup, animal hair, dander, deodorant, perfume, or similar product stains may be refused.
Q7. What is the return policy?
ZAPAKASA will issue refund for any damaged, defective or mis-shipped items. If your item arrives damaged or defective, please contact our Customer Service Team directly to help process your return.
Q8. Where is my money refunded?
Refunds of all kinds are always processed back to the original payment method and at the moment we cannot change the payment method.
It usually takes up to 5-7 business days to process a refund. Once the refund has been processed by us, we will send you a confirmation email. For returned items that need refunding, the package must first be processed back to our warehouse after receiving your package. It usually takes about 10 days to receive your package and process the refund.
All credit card payments will only be refunded to the original credit card.
In the unlikely event that you do not receive an email after the above time frame, please contact us and we will get back to you as soon as possible.
Note: FOR ALL CUSTOM SIZE DRESSES:
At ZAPAKASA, we understand that you may want the dress to ideal fit! To help you out, we offer custom sizing on most of our dresses. Custom sizing takes the same amount of time to make and ship to you!
A few things to remember about custom dresses:
Custom dresses are made specifically to the measurements you provide (bust, waist, hips, height, and hollow-to-floor). That means no one else will be able to wear that dress once it's made. Because of this, we are unable to accept any returns on custom dresses. Please double check your measurements and color choice before ordering.
We understand that sometimes small alterations are needed, we offer limited alterations reimbursement for only our custom sizes. Simply send us a picture of your receipt from the tailor and your order number and we'll do the rest! Yes, it really is that easy!
FOR ALL PRESONALIZED AND PERSONAL CARE ITEMS:
All personalized and personal care items (including earrings, lingerie, swimwear, etc.) are final sale. Due to hygiene issues there are no returns/exchanges.
In Addition, Please be advised that in the event of parcel destruction, loss, or return due to client-related circumstances (including but not limited to delayed customs clearance cooperation, incomplete contact information, recipient absence, or incorrect addresses) where product recovery becomes unfeasible, refunds will not be issued.