Refund policy

Last updated: 30 September 2026

We hope you are delighted with your order. Every piece we send is checked by hand before it is packed, and if anything is not right we want to hear about it.

Most of what we sell is one piece only, so please read the listing carefully and contact us before ordering if you are unsure about anything — we are happy to send extra photographs or measurements.

Changing your mind

If you are a UK or EU consumer you have the right to cancel your order for any reason within 14 days of the day you receive it, and then a further 14 days to send the goods back. Outside the UK and EU we extend the same 14-day window as a courtesy.

To be accepted, returned items must be unused, unworn, unwashed and unaltered, in their original condition with all tags, labels and packaging intact. Unstitched suit and saree fabric must be uncut. We inspect every return on arrival. Items that show signs of wear, perfume, make-up, or cut or altered fabric are refused: we will hold the item and post it back to you once you have paid the return postage. If the postage is not paid within 30 days of our notice, we are no longer obliged to keep the item.

Return postage for a change-of-mind return is paid by you, and the parcel is your responsibility until it reaches us. Please use a tracked service and keep your proof of posting: a parcel sent untracked that does not reach us cannot be refunded. Once the item has been received and inspected we will refund the price paid for the item, plus the cost of our standard delivery to you, to your original payment method within 14 days.

If an item comes back with tags removed, packaging missing, or showing handling beyond what is needed to examine it, we will deduct an amount reflecting the reduction in its value before refunding — typically £10, and more where the item can no longer be sold as new.

Items that cannot be returned

  • Items custom-stitched, altered or made to your measurements.
  • Fabric that has been cut, washed or altered.
  • For hygiene reasons, jewellery that is worn through the ear or in the hair once its sealed bag has been opened: earrings, any set that includes earrings (necklace, choker, pendant and tikka sets), and head and hair jewellery such as tikkas, earring chains, jhumars and hair pins. Each of these pieces is dispatched in a sealed bag; a bag that has been opened and resealed is treated as opened.

Sale and discounted items are treated the same way as full-price items.

Faulty or incorrect items

If something arrives damaged, faulty or different from what you ordered, email info@zariandgota.co.uk as soon as possible with your order number and clear photographs of the issue, and keep the packaging it arrived in. Telling us within 14 days of delivery lets us raise any transit damage with the carrier, but it is not a deadline: under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund, and further remedies after that. Once the fault is confirmed, we will offer an exchange where an alternative is available, or a full refund including your return postage. We will provide a pre-paid returns label or reimburse the cost of a standard tracked service.

International orders

Your cancellation and return rights are the same wherever you live. Two things are different for orders delivered outside the United Kingdom: import duties, customs charges and local taxes are charged by the destination country, not by us, and cannot be refunded by us; and if a return attracts import charges on its way back into the UK, we will deduct those from your refund. On a change-of-mind return we refund the price paid for the item and the standard international delivery rate you paid to us.

How to return

  1. Email info@zariandgota.co.uk with your order number and the reason for the return within 14 days of delivery.
  2. We will confirm and send you the returns address.
  3. Pack the item securely in its original packaging and post it within 14 days using a tracked service.
  4. We will email you when the return has been received and again when the refund has been issued.

Please do not send anything back without contacting us first. A parcel that arrives without a prior email cannot be matched to an order until we hear from you, so your refund will be delayed.

Refund timing

Refunds are made to the original payment method within 14 days of us receiving the goods, or of you providing proof of posting, whichever is sooner. Your bank or card provider may take a few further days to show the credit.

Nothing in this policy affects your statutory rights.