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FAQ - RETURNS

 

Returns Policy

You may return new, unused items postmarked as shipped within 7 days of delivery for a full refund minus shipping cost. Simply email returns@houseofzhivago.com and request a return authorization. AUSTRALIA- Sale items are refundable minus a $20 shipping charge. International orders are refunded minus shipping charge. Refunds will not be granted if requested after 7 days of delivery.

You may request a return authorization for exchanges within 14 days of delivery which will incur a $20 shipping fee for subsequent items. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Request authorizations will not be granted after 14 days of delivery.

Goods must be postmarked as sent within 7 days of requesting a refund or you will be issued a store credit. Goods returned without a return authorization will not be processed and you will be required to pay a shipping fee for your items to be returned or they will be disposed of within 7 days

 

Please ensure the new, unused garments are returned unworn with all tags and labels attached, including swing tags and Product Authenticity Tag. If the goods are returned without the Product Authenticity Tag attached, your return will be rejected immediately. If the goods are returned containing smells of perfume, smoke, body odours or stains, you will be charged a $50 AUD cleaning fee which is deducted from your refund, or your return may be rejected.

 

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

 

If you need to return an item, simply email returns@houseofzhivago.com and request a return authorization. You will be then given the return address. Please note the responsibility of the return of goods is yours and ownership does not pass to ZHIVAGO until the goods are received. Any customs charges and duties imposed on the returns will be deducted from the refundable amount.

 

If your returned goods are deemed to be worn, used, damaged, or fails to meet the terms of our return policy, we will email you to inform that your return is rejected and you will be required to pay a shipping fee for your items to be returned or they will be disposed of within 7 days. Shipping costs for rejected returns are $20 AUD within Australia or $45 AUD internationally to return your items to you.