Returns & Refunds

We stand behind every piece we make. If something isn't right — wrong size, wrong item, or a fault we missed — we'll fix it. Here's how it works.

The short version

Return window

You have 14 calendar days from the day your order arrives to request a return. After 14 days we can't accept returns, no exceptions.

"Requesting a return" means emailing us — not shipping the piece back. Ship only after we've confirmed the return by email and sent you the return address.

What we can accept back

To be eligible for a return, the item must be:

• Unworn — no signs of wear, no deodorant marks, no stretch, no smell
• Unwashed — original condition, no laundry cycles
• With all tags attached — the woven Cultured tag on the neck / waistband and any hang tags
• In the original packaging — polybag, care card, sticker sheet

What we can't accept

• Items marked Final Sale on the product page — usually last-of-a-drop pieces or archived collections
• Pre-order items that have already shipped (see below for pre-order cancellation before shipping)
• Caps and headwear once tried on — hygiene reasons
• Anything showing signs of wear, wash, damage from customer use, animal hair, smoke, or perfume
• Items returned without prior email approval
• Items returned after 14 days

How to start a return

1. Email zaid.karawani@gmail.com within 14 days of delivery. Include:
   • Your order number (e.g. #CLTR-1024)
   • Which item(s) you want to return
   • Why you're returning them (wrong size / didn't like the fit / defective / other)
   • Whether you want a refund or an exchange for a different size (subject to stock)
2. We'll reply within 24 business hours with a return authorisation number and the return address.
3. Package the item in its original packaging, include the return authorisation number, and ship it via any tracked courier of your choice. Keep the tracking number.
4. Once we receive and inspect the return (usually 2–4 business days after it arrives), we'll process your refund or ship your exchange.

Return shipping costs

You cover the return shipping cost, except in these situations where we cover it:

• We shipped you the wrong item
• The item arrived with a manufacturing defect
• The item was damaged in transit

If we cover the return, we'll email you a prepaid shipping label.

Refunds

Once we've received and inspected the returned item, we refund:

• The price of the item(s) to your original payment method
• Not the original shipping fee (unless the return is due to our error)
• Not the return shipping cost (unless it's our error)

Refunds appear in your bank account within 5–10 business days of us processing them, depending on your bank and payment method. Ziina refunds typically arrive within 24 hours; credit card refunds can take up to 10 business days.

Exchanges

The fastest way to get a different size is to refund the original piece and place a new order — sizes sell out fast on drop items, and holding stock while a return is in transit means you might miss out.

If you'd rather wait for a true exchange, we'll do it: return the original, we'll ship the replacement at no extra shipping cost once the return is received and inspected (as long as the new size is in stock). If the new size is not in stock, we'll refund you.

Defective or damaged items

If your order arrives faulty or damaged in transit:

1. Email us within 48 hours of delivery with clear photos of the defect and the packaging (if damaged)
2. Don't wash or wear the piece
3. We'll either send a free replacement (if in stock) or refund you in full, including original shipping
4. We may ask you to return the defective item (at our cost) so we can inspect and improve future production

Wrong item received

If we messed up and sent you the wrong piece: email us within 7 days with photos. We'll send the correct item and provide a prepaid label for you to return the wrong one — you're not out of pocket for our mistake.

Cancelling a pre-order

You can cancel a pre-order for a full refund any time before it ships. Once it ships, standard return terms apply and it's no longer a pre-order — it's a delivered order.

Cancelling a standard order

Standard orders ship the same or next business day. If you email us within 2 hours of placing the order (and before we've handed it to the courier), we can usually cancel and refund. After that, you'll need to receive the order and initiate a return.

International returns

The 14-day window and eligibility rules apply worldwide. For orders shipped outside the UAE:

• You're responsible for return shipping cost and any customs / duty fees on the return leg
• Mark the parcel clearly as "Return of merchandise — no commercial value" to avoid re-importation duties on our end
• Original shipping fees paid on the outbound order are non-refundable
• Any import duties or taxes you paid at delivery are non-refundable through us — you may be able to reclaim them from your country's customs office

Fraud and abuse

We track return patterns. If we notice repeated returns that suggest wear-and-return, tag-swap, or other abuse, we reserve the right to refuse future returns or close your account.