Return & Refund Policy
This Return & Refund Policy explains the conditions for eligible returns, refunds, cancellations, and customer responsibilities when requesting a return.
Return Period
You may request a return within 30 days from the date your order is delivered.
Requests submitted after the 30-day return period may not be eligible for approval.
Eligible Returns
Returns may be accepted for the following reasons:
- Defective item.
- Damaged item.
- Incorrect item received.
- Change of mind, provided all return conditions are met.
Return Conditions
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be returned with its original packaging.
- Include all original tags and accessories.
- Be accompanied by proof of purchase or the order number.
Returns that do not meet these conditions may not be approved.
Return Authorisation
Before returning an item, please contact us at support@zaqi.co.uk or through our live chat to request return authorisation.
Once your request has been approved, we will provide the return instructions along with the return address.
Please do not send items back without prior authorisation.
Return Shipping Costs
- If the return is due to our error, including a defective, damaged, or incorrect item, we will provide a prepaid return shipping label.
- If the return is due to a change of mind or personal preference, the customer is responsible for the return shipping costs.
Exchanges
We do not offer direct exchanges.
If you would like a different product, you may return an eligible item in accordance with this policy and place a new order separately.
Non-Returnable Items
The following items are not eligible for return:
- Handbags or tote bags that have been used, worn, damaged, or altered after delivery.
- Items returned without their original packaging, tags, or included accessories.
- Gift cards.
- Sale items, where applicable.
- Personalised or customised products, where applicable.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
If approved, your refund will be issued to the original payment method used for the purchase.
Refund Processing Time
Approved refunds are processed within 14 business days after the returned item has been inspected.
Your bank or payment provider may require additional time before the refund appears in your account.
Late or Missing Refunds
If you have not received your refund after the expected processing period, please contact our support team first. If further assistance is required, you should then contact your payment provider or financial institution.
Lost Return Shipments
Please retain your return tracking information until your return has been received and processed.
If a returned parcel is lost during transit, tracking information will be required to assist with the investigation.
Refused Deliveries
If an order is refused and returned to us, any applicable shipping charges or carrier fees may be deducted from the refund where permitted.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided they have not entered the fulfilment process.
Once an order has been fulfilled or dispatched, it can no longer be cancelled. Please refer to our Shipping Policy for additional information.
Contact Information
Business Name: Zaqi
Trade Name: Zaqi Ltd
Company Registration Number: 13120041 (Registered in England & Wales)
Email: support@zaqi.co.uk
Phone: +44 (0) 7862 127891
Business Address: 41 Wolsey Avenue, London, England, E6 6AH, United Kingdom
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+00:00) Edinburgh, London
Live Chat: Available 24/7
Email Response Time: Within 24–48 business hours
For additional assistance, please visit our Contact Us page. You can also review our FAQ and Payment Policy for more information.