Q: How long will it take for my refund to be processed?

A: Once your return has been delivered at our Warehouse, your return request will be processed promptly. Once we receive your item, we will refund you; please allow for up to 7 business days for the payment to appear back in your account.

 

Q: What if my order is damaged?

A: While we do our best to ensure everything we send to our valued customers is in immaculate condition, in the event that you receive an item from us which you believe is faulty, due to damage during shipping or a manufacturing defect, please submit your return via our Returns Portal  as soon as possible to start our communication to fix this issue for you. 

 

Q: Do I have to pay to have my garment returned?

A: Yes, you will have to cover the postage cost to return any garments to us. Exceptions will be granted if Zandra is at fault, for example for any faulty garments or dispatch errors. You can choose how you would like to send back your items by selecting the carrier of your own choice or use a prepaid label provided by us ( only domestically USD). The cost of prepaid labels for fault/error orders are free, the cost of refunded labels are shown. The cost of labels will be deducted from the returned amount. 

Q: Can I obtain two different resolutions for one order? 

A: Yes, you may request two different resolutions for a single order by submitting two separate returns via our return portal. To do this, select order number and then item. 

 

Q: Are all your collections limited edition?

A: We are a small run studio, which believes strongly in ethical production, and fulfilling needs only. So all our pieces are limited in quantities as we refine the ideal of style and our planets issue of surplus.  

 

Q: Where do you ship to? 

A: For now we are shipping Domestically USA and also Internationally to Australia and Canada, please reach out at sales@zandrastone.com to where you want to see us next!

 

Q: Can I include multiple returns in one parcel?

A: Yes, you can consolidate items from multiple orders into one parcel. Please ensure that all returns are submitted through our return portal and clearly indicate the relevant Order Numbers inside the parcel. To avoid generating multiple return labels and incurring duplicate return fees, domestically USA we recommend selecting one of the following options: "Ship with a returns label " for one return and "Ship with Own Courier" for the other. Internationally you get to select your carrier at drop off. 

 

Q: Can I return an order if a discount code was used?

A: Yes, discount code items can be used within the Returns/Exchange portal. However Final sale and Warehouse sale items and other in-store items such as Pareos are final sale. For more information, please refer to our full return policy.

 

Q: Can I create an exchange through the portal? 

A: Yes you can do Returns ( Domestically USA only) , Store Credit and Exchange all through the portal. 

 

Q: Is my stock held for my exchange?

A: We do not hold stock for exchanges. We will dispatch new items only after receiving and processing your returned items in our warehouse.

 

Q: Where is my pre-paid return label?

A: If issues occur with our Returns Portal please contact sales@zandrastone.com 

 

Q: Can I exchange my international return?

A: Yes you can, exchange costs and handling fee are incurred please refer to shipping and return policy here.