Online Returns Policy
If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center in accordance with the following Return Policy:
- Items must be sent back within 3 days of the delivery date.
- Items must be unworn, unwashed, and have original tags attached.
- Items must be free of stains, makeup, deodorant, or wear.
- Swimwear, and undergarments are non-returnable.
- Accessories are non-returnable.
- ZNV reserves the right to apply a 50% restocking fee for Final Sale items
- All returns are refunded via store credit in the form of a ZNV E-Gift Card.
- Returns are processed within 1-3 business days after your item(s) are received at our Distribution Center.
- Damaged, defective, or incorrect items must be reported within 1 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email: info@znvstore.com for assistance.)
Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, ZNV will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a ZNV E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!
Alternatively, you may return items at our store location (#10 Golden Doors Plaza, Port of Spain) to receive store credit. Please note that Gift Cards issued in-store are not transferable to our online store, even if the original purchase was made online.
Returned to Sender & Refused Packages
This can happen if:
1) an address is invalid or missing information
2) the carrier is unable to deliver your package
3) the order is refused by the customer at the time of delivery.
Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. ZNV does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
ZNV reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, ZNV reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Non-ZNV items sent to our Distribution Center will be discarded upon receipt.
Wardrobing & Excessive Returns
Our Customer Protection Team handles situations in which return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, however, we must ensure the safety, welfare, and comfort of all customers across the globe.
Final Sale Items
All items considered Final Sale, in addition to major sale events and promotions, cannot be returned for store credit. Swimwear, undergarments, accessories, and "Party Wear" (such as Halloween costumes) are also considered Final Sale and non-returnable.
Note: Should you choose to return a Final Sale item, ZNV reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.
Exchanges
Because we can't ensure our customers will be issued the style/size they desire by the time their returned items come back to the Distribution Center, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our Easy Returns policy and repurchase the item(s) in your desired size or style once your store credit is issued.
In addition, we do not accommodate exchanges for purchases made in-store as we cannot guarantee the item purchased will be in-stock in the size or style desired. We currently only offer in-store credit for returns made in-store. In-store credit is not transferable and can only be used at our store location.
Damaged Items
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (info@znvstore.com) along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
Defective, Incorrect, or Missing Items
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email info@znvstore.com within 1 days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
In-Store Returns
Currently, we have one retail location. To find the ZNV, please click search for Znv store on any GPS application. Also click here.
If you are unhappy with your purchase because of the size or color, please bring the item to the store for an exchange within 7 days of the purchase date. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered, and unwashed. We do not accept returns on swimwear, undergarments, or Final Sale items. Upon returning the item, you will receive store credit in the form of a store credit to use in-store. Please keep in mind that store credits issued in-store must be used on an in-store purchase and are not transferable to our online store, even if the original purchase was made online.
