FAQ – RETURNS


Do we accept returns?
You may request a return for new, unused items within 7 days of receiving the item. Once your return is approved, you must ship the item within 14 days of delivery for a full refund minus shipping cost. We don’t offer exchanges, if an item is not suitable you must return it for a refund and purchase the new item. No returns on sale items reduced more than 50% off RRP.

How do I request a return?
Simply email returns@houseofzhivago.com and request a return authorization. Return authorizations will not be granted if requested more the 7 days after delivery. If a return is authorized but the goods are posted more than 14 days after delivery, your return will be rejected and the item will be returned to you. Please note- you can ship the item on the most economical service, as long as the item is postmarked as shipped within the 14 day period- although this will delay your refund.

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, please follow the guidelines closely for shipping your return to avoid customs charges.

What are our conditions of return
*Goods must be postmarked as sent within 14 days of receiving the goods 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 to you or they will be disposed of within 7 days.

* International orders are refunded minus shipping charge.

* Refunds will not be granted if requested after 7 days of delivery.

* 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 or it has been tampered with in any way, your return will be rejected immediately and the item will be returned to you.

* Please do not try on the garment while wearing heavy perfume or makeup. Please take care to avoid getting any makeup or tan on the item. If the goods are returned containing traces of makeup or tan, 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. Cleaning will take up to 14 days and will delay your refund.

* If your returned goods are deemed to be uncleanable, worn, used, damaged, or fail to meet the terms of our return policy, we will email you to inform that your return is rejected and the goods will be returned to you.

How long will it take to receive my refund?
You should expect to receive your refund within 7 days of the goods being received back at our warehouse, 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, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.