Making It Right When Something’s Wrong
Last Updated: September 2026
At ZainabCraft, we carefully inspect and prepare our handmade products before dispatch. We want you to receive your order in the condition you expect.
Because many of our products are handmade, personalized, or prepared specifically for an individual order, certain products have special return conditions.
When You Can Return an Item
Return Window
If you receive an eligible product that is damaged, defective, incorrect, or significantly different from what you ordered, please contact us within 7 days of receiving your order.
Requests submitted after this period may not be accepted.
Eligible Returns
A return or replacement may be considered when:
- You received the wrong product.
- The product arrived damaged.
- The product has a manufacturing or workmanship defect.
- The product is significantly different from the product ordered.
We will review each request before approving a return, replacement, or refund.
Conditions for Returns
Where applicable, returned products should:
- Be unused and unworn.
- Be in their original condition.
- Include the original packaging and accessories where applicable.
- Not have been altered, washed, damaged, or misused by the customer.
For damaged items, please provide clear photographs or video showing the product and packaging.
Custom Orders & Change of Mind
Custom and Personalized Products
Because custom and personalized products are created specifically according to the customer’s requirements, they are not eligible for return or refund due to change of mind, preference, or incorrect customer-provided customization details.
However, a custom or personalized product may be eligible for a return, replacement, or refund if:
- We made the product incorrectly compared with the confirmed order details.
- The wrong product was sent.
- The product arrived damaged or defective.
Change of Mind
We currently do not accept returns simply because a customer changes their mind, no longer wants the product, or does not like the product after receiving it, unless otherwise required by applicable law.
Please review product descriptions, photos, sizes, colors, and customization details carefully before placing your order.
Exchanges, Shipping & Refunds
Exchange
Exchanges are not guaranteed and depend on the product and circumstances.
If you receive an incorrect, defective, or damaged item, we may offer a replacement where the same product is available.
If a replacement is not available, we may offer another appropriate resolution.
Return Shipping
If the return is approved because we sent the wrong product or the product arrived damaged or defective, ZainabCraft will determine the appropriate return-shipping arrangement.
For any return not caused by an error or defect on our part, return shipping may be the customer’s responsibility.
Refunds
If a refund is approved, the refund method and timeframe will be communicated to you after the return or claim has been reviewed.
Because our initial payment method is Cash on Delivery, COD payments are not refunded in cash by the courier.
Where a refund is approved, we may request appropriate bank/payment details from the customer to process the refund.
Refund Amount
Where an eligible refund is approved, the amount refunded will depend on the circumstances of the case.
Original shipping charges may not be refundable unless the refund is related to an error, defect, or other circumstance for which ZainabCraft accepts responsibility.
Before You Reach Out
Sale and Promotional Items
Special terms may apply to sale, promotional, clearance, or discounted products.
Any applicable return conditions will be communicated on the relevant product or promotion.
How to Request a Return
To request a return, please contact ZainabCraft through the contact information provided on our website.
Please include:
- Order number
- Customer name
- Product name
- Reason for the request
- Clear photographs or video where relevant
Do not send an item back without contacting us first. Unapproved returns may not be accepted.
Handmade Product Variations
ZainabCraft products are handmade. Minor variations in stitching, fabric placement, texture, shape, or appearance may naturally occur.
These small variations are part of the handmade nature of our products and are not necessarily considered defects.
Colors may also appear slightly different depending on lighting, photography, and individual screen settings.
Need Help With a Return?
If you have a question about a return, replacement, or refund, please contact us through our website.
ZainabCraft
Little Things, Beautifully Made.