Our 30-day return promise
We want you to love your dress. If you don't, you can return it within 30 days of the delivery date for a refund of the dress price. This includes dresses made to your measurements.
To be accepted, a return must be:
- unworn, unwashed and unaltered, with no make-up, perfume or deodorant marks;
- returned with its tags and in its original packaging, including the shawl (netela) or any accessories that came with it;
- sent back within 30 days of delivery, after you've told us on WhatsApp or by email (see below).
Returns that don't meet these conditions will be sent back to you at your cost.
Does it not fit quite right?
Before you send a dress back, message us. Many fit issues can be fixed with a small alteration or a remake. If we made it differently from the size or measurements you gave us, we'll fix it or remake it free of charge, including shipping.
How to return a dress
- Message us on WhatsApp or email [email protected] within 30 days of delivery with your order number (from your receipt) and a short note on why you're returning it.
- We confirm your return and send you the return address and instructions. Please don't send parcels without confirmation, as they may be delayed or lost.
- Ship it with tracking. Use a tracked service and keep the receipt until your refund arrives; we can't refund parcels that don't reach us.
- We refund you once the dress arrives and passes inspection.
Refunds
- Refunds go back to your original payment method, in the currency you paid, within 5–10 business days of us receiving the return. Your bank may take a few more days to show it.
- We refund the price of the returned dress. The original shipping charge and the cost of sending the return aren't refunded, unless the dress is faulty or not what you ordered.
- Import duties and taxes are charged by your country, not by us, so we can't refund them. You may be able to reclaim them from your customs authority or courier.
Faulty, damaged or wrong item
If your dress arrives faulty, damaged or different from what you ordered, tell us on WhatsApp or at [email protected] within 48 hours of delivery, with photos. We'll cover the return shipping and either remake it or give you a full refund, including the original shipping.
Exchanges
Because every dress is made to order, we don't do direct swaps. Return your dress for a refund and place a new order, or ask us about an alteration or remake in another size or colour.
Cancelling an order
You can cancel within 24 hours of ordering for a full refund, as long as we haven't started making your dress. Once making has started we can't cancel the order, but you can still return the dress within 30 days of delivery under this policy.
Your legal rights
This policy is in addition to your statutory rights, which it doesn't affect. Made-to-measure goods are not covered by the standard 14-day cancellation right in UK and EU law; our 30-day return promise gives you more time than the law requires. Goods must still be as described, of satisfactory quality and fit for purpose.
Sheba Ventures Ltd (trading as ShopZuria), 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Shipping details are in our shipping policy.