RETURNS AND EXCHANGE Returns
- We have a 10 day FULL refund policy (NON SALE ITEMS ONLY) for CARD PAYMENTS ONLY, cash transactions will be refunded in credit . If you are over the 10 days we have a 14 day CREDIT/EXCHANGE refund policy, anything attempted to be returned
- We offer a full refund for all full priced items (CARD PAYMENTS ONLY), excluding earrings, sale items and gift cards.
- Items must be returned within a sellable condition - unworn, tags, hygiene sticker (swimwear) still attached PLEASE NOTE: items that are damaged, soiled, or smelling of perfumes/scents on the garments will NOT qualify for a refund *We have the right to refuse a refund is we suspect any of the above*
- Card refunds will be returned through the original card used on the transaction. Please allow 7-14 days to for your refund to appear back into your account - once the item (s) have been received back to us.
- Credit refunds - if you choose to be refunded in credit and not your original card we will offer an extra 10% value of your order on top!
Once you have e-mailed us we will arrange with you the convenient time and place for the items to be collected.
Our driver/courier company will then collect your items within 3 working days.
- Non returnable
GCC, MIDDLE EAST AND REST OF WORLD
You must arrange your own return and bear the cost of returning the item(s) unless the item is faulty or damaged (please email us so we can try to help you find the easiest and most cost-effective way of returning).
Please make sure to send your return using tracked delivery and then notify us of the tracking information. *PLEASE STATE THE PACKAGE IS A RETURN WHEN BOOKING WITH THE COURIER
If you are in the UAE exchanges for a different size in the same style are free. If you'd like to exchange to a different style then this will be treated as a return and you can place a new order for the item you would like, select cash on delivery and your previous value will be deducted upon delivery. Please email to confirm your new order is an exchange.
Please note, this does not apply for Self Pick Up Orders, please return back to the warehouse or request a collection for an additional 20aed .
GCC, MIDDLE EAST AND REST OF WORLD
Unfortunately, we do not offer free exchanges. So if you would like to exchange any item then this will be treated as a return and you must place a new order for the item you would like instead. *PLEASE STATE THE PACKAGE IS A RERURN WHEN BOOKING WITH THE COURIER*
Please email us when you have placed the new order.
Once we have received your returned item(s) and after they are checked we will issue the refund.
If you paid by credit card then the amount will be refunded back onto the same card. Alternatively we can offer you credit - the total cost of your order value plus an additional 10%.
If you paid by cash on delivery then your refund will be issued as credit.
We have the right to refuse a refund is we suspect the item has been worn or if it is not in the same condition as it was sent out.
Please allow up to 7 working days after we receive your returned item for your refund to reach your bank account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, it may take some time before your refund is officially posted.
Next 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 us.
We are very thorough in checking all our items before they are dispatched however if you do receive a faulty or damaged item please inform us
We don’t guarantee that we will receive your returned item.
Stella Zaki is not liable holding times of packages by customs in your country.
Once a purchase is made through Stella Zaki, you accept this as part of our terms and conditions.