RETURNS POLICY

At Alzena, we are committed to delivering premium Ready-to-Wear (Pret) and Made-to-Order, Stitched, Unstitched & Pre-Orders. This policy is designed to provide complete transparency regarding your rights and responsibilities when requesting a return, exchange, or refund.
1. Eligibility For Returns

Ready-to-Wear (Pret) Items

  • Returnable within 14 days of delivery.
  • Items must be unused, unworn, and in original condition, with all tags and packaging intact.
  • Items showing signs of wear, fragrance, or makeup will be declined.

Non-Returnable Items

  • Made-to-Order, Stitched, Unstitched & Pre-Orders: Items in this category are non-returnable and non-refundable, as they are sourced or tailored specifically for your order.
  • Sale & Clearance: Items purchased during a sale or from the clearance section are final sale.
  • Hygiene Items: For health and safety, pierced jewellery cannot be returned.
2. Sizing & Measurements

A dedicated size chart is provided on each product page. Customers are responsible for selecting the correct size or providing accurate measurements. For Made-to-Order, Stitched, Unstitched & Pre-Orders, a manual stitching variation of 0.5–1 inch is standard and not considered a manufacturing fault.

3. Faulty or Incorrect Items

Please notify us at support@alzena.com within 7 days of delivery if you receive a damaged or incorrect item. Include your order number and clear photographic evidence. Minor variations in colour, embroidery, or loose threads are characteristic of delicate, handcrafted designer outfits and are not considered faults.

4. The Returns Process
  • Request Approval: Email our support team with your order number. Returns sent without prior approval may be refused.
  • Pack Securely: Include your original packing slip inside the parcel.
  • Ship: Use a tracked service at your own expense. Alzena is not responsible for items lost in transit.
5. Refunds & Cancellations
  • Refunds: Processed within 5 working days of a successful inspection. Original shipping fees are non-refundable.
  • Cancellations: For Made-to-Order, Stitched, Unstitched & Pre-Orders, cancellations are only accepted within 2 hours of purchase. Once production or sourcing has commenced, cancellations cannot be accommodated.
6. Product Care & Variations
  • Colour Disclaimer: Colours may vary slightly due to professional studio lighting or screen settings.
  • Item Care: All Alzena outfits are strictly Dry Clean Only. We are not liable for damage caused by home washing or improper ironing.
7. Legal & Fraud Prevention

Alzena reserves the right to refuse returns if goods are altered or misused. Fraudulent claims or “wardrobing” (items worn and returned) will result in the customer being blacklisted from future purchases.