Refund policy

Last updated: 26 July 2026

At Zena we want you to love what you ordered. If something is not right, you have 14 days from the day you receive your order to request a return or an exchange.

What can be returned or exchanged

To be accepted, the item must be:

  • Unworn, unwashed and unaltered, in the same condition in which you received it.
  • Free of any perfume, makeup, deodorant or smoke traces.
  • With all original tags still attached and in its original packaging.
  • Accompanied by your order number or proof of purchase.

Discounted and sale items are covered by this policy exactly like full-price items. The only exception is an item that was clearly marked “Final Sale” on its product page at the time you bought it.

What cannot be returned or exchanged

  • Items that have been worn, washed, altered, stained, damaged or that smell of perfume, smoke or makeup.
  • Items returned without their original tags or packaging.
  • Items marked “Final Sale” on the product page.
  • Gift cards.
  • Any request made more than 14 days after delivery.

How to start a return or an exchange

  1. Email us at zienastore59@gmail.com within 14 days of receiving your order. Include your order number, the item(s) concerned, and whether you would like a return or an exchange. A photo of the item helps us process it faster.
  2. We will reply with confirmation and with the exact address and instructions for sending the item back.
  3. Send the item back only after you have received that confirmation from us. Items sent back without a confirmed request cannot be accepted.

Exchanges

You may exchange an item for a different size or a different colour of the same product, or for another product of the same value, subject to availability.

  • If the new item costs more, you pay the difference before it is dispatched.
  • If the new item costs less, we refund the difference using the same method described under “Refunds” below.
  • One exchange per order. If the replacement is also not right, it can be returned for a refund under the terms above.

Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit, or is not the item you ordered, email us at zienastore59@gmail.com within 48 hours of delivery with your order number and clear photos.

In these cases Zena covers everything: we arrange and pay for the collection, and you receive a full replacement or a full refund including the original delivery fee. This does not affect your statutory rights.

Who pays the return shipping

  • If the mistake is ours — a faulty, damaged or incorrect item — Zena pays the return shipping in full.
  • If you simply changed your mind — wrong size, colour or you no longer want the item — the cost of sending the item back is yours, and the original delivery fee you paid is not refundable.

Refunds

Once your parcel reaches us we inspect it and email you the outcome within 2 business days.

If the return is approved, your refund is issued within 7 business days:

  • Paid by card online — refunded to the same card. Your bank may need a few extra days to show it on your statement.
  • Paid cash on delivery — refunded by bank transfer, InstaPay, or mobile wallet. The account must be in the name of the person who placed the order.

If the return is not approved because the item does not meet the conditions above, we will explain why and send the item back to you.

Cancelling an order

You can cancel an order free of charge at any time before it has been handed over to the courier — just email us as quickly as you can. Once the parcel is with the courier, the return terms above apply instead.

Need help?

Email zienastore59@gmail.com and we will guide you through it. You can also read our Shipping Policy for delivery times and costs.