Refund policy

KANZARA sells hand-embroidered bridal and occasion wear. Please read this policy before you order, because ready-to-ship pieces and made-to-measure pieces are treated differently.

Ready-to-ship pieces (standard sizes)
You may request an exchange or store credit within 7 days of delivery. The piece must be unworn and unaltered, with all original tags attached and in its original packaging, with no perfume, makeup or deodorant marks. We do not refund these items to the original payment method; we offer an exchange for another size or piece, or store credit valid for 12 months.

Made-to-measure pieces
A piece stitched to your own measurements is a custom product and is final sale. It cannot be returned or exchanged for reasons of fit or change of mind, because it cannot be re-sold to anyone else. This is why we ask you to send your measurements using our Measuring Guide, and why we email you to confirm them before cutting begins. If the finished garment does not match the measurements you gave us, that is our error — see below.

Our mistakes, damage and defects
If your item arrives damaged or defective, if you receive the wrong item, or if a made-to-measure piece does not match the measurements you supplied, we will put it right at our cost: repair, remake, or a full refund to your original payment method, whichever you prefer. Please inspect your order on arrival and email photographs to kanzara46@gmail.com within 48 hours of delivery. This right is not limited by the 7-day window above and it applies to made-to-measure pieces as well.

How to start a return or exchange
Email kanzara46@gmail.com with your order number and, where relevant, photographs. We reply within one business day with a return authorisation and the return address. Please do not ship anything back before you have that authorisation — parcels sent to us without it cannot be accepted, and a returned parcel with no paperwork can be held or destroyed by customs.

Who pays return shipping
If the return is our error (damage, defect, wrong item, or measurements not followed), we pay the return shipping and refund any duty you were charged. If you are exchanging a ready-to-ship piece for size or preference, you pay the shipping back to us and we pay the shipping of the replacement to you.

Cancelling before dispatch
You may cancel any order for a full refund at any time before it is dispatched, and you may cancel a made-to-measure order for a full refund at any time before cutting begins. Email us and we will confirm in writing.

European Union 14-day cooling-off period
If your order is shipped into the European Union you have the right to cancel within 14 days of delivery without giving a reason, except for goods made to your measurements, which are excluded from this right under EU law. The item must be unworn and unaltered, with its tags and original packaging.

Refund timing
Once we receive and inspect a return we will email you to say whether the refund or exchange is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it. If more than 15 business days have passed since we approved your refund, please write to kanzara46@gmail.com.

Non-bridal items
Anything in the range that is not bridal wear may be returned within 30 days of delivery for a full refund, unused and in its original packaging, with no restocking fee. Used filter cartridges cannot be returned.

Gift cards are not refundable.