If the customer is not 100% satisfied with his purchase from us he can return the product within 7 days from the date of delivery. The item should be in good condition and not used along with the original tag.
- To initiate the return process of the item which you wish to return, you can contact us via phone /WhatsApp on (+971 58 1694228), please indicating your order number, the reason and the item(s) you would like to return. We will get back to you within 48 hours. Your patience will be highly appreciated.
- Please return the product after receiving the response from the customer service at the specific return address.
- You have 7 days to decide if an item is right for you, if not, you can certainly come to us within 7 days from the date of delivery.
- Please explain the reason for the return, and please upload the complete picture and detailed picture of the returned goods in order to improve our goods and provide better services.
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
- The following items cannot be returned or exchanged: lingerie & sleepwear, swimwear, diapers, wet wipes, baby supplies, and accessories (except scarves, bags, and blankets).
- Please contact customer service to apply for return. We cannot handle it without the communication and coordination of customer service.
- Products marked “non-returnable”, “flash sales” as well as free gifts, cannot be returned or exchanged.
- If the quantity of the products requested to be returned does not match the actual quantity returned, the courier may refuse to receive the items.
1.For customers of Saudi Arabia and the United Arab Emirates
Door-to-door pick-up service and self-return are supported. The fee for pick-up service is 28 SAR in Saudi Arabia and 15AED in UAE and it will be deducted from the amount refunded.
2.For customers in other countries
Currently, only self-return methods are supported. Customers are asked to pay their own freight and choose a logistics company to return the goods.
- Each order can only be returned once.
- Saudi Arabia and the UAE only provide one-time pick-up service (each customer can only enjoy one free pick-up service). If the pick-up fails due to the customer’s own reasons, the pick-up service will not be provided again. If you want to return the products, please pay your own freight and choose a logistics company to return the goods.
We will process your refund request within 5 working days after receiving the return package in the warehouse.
- Refund of COD orders can be returned to zensouk store credit and Paypal transfer. The refund time for zensouk store credit is 3-5 working days. Paypal usually takes 5-10 working days to refund to account, and the specific time is subject to Paypal.
- Online payment order refund is returned to the payment account. The refund time for bank is usually 7-15 working days. The specific time is subject to the bank card. If the refund does not arrive, please contact the bank.
- Only the amount of the product will be refunded, and other fees (COD service fee, freight) will not be refunded.
- If your order includes discounts, only the discounted price will be refunded for the returned goods.
- zensouk store credit refund will only be returned to the account where the order was placed, please log in to the APP to check, the amount of the zensouk store credit in youraccount can be deducted in the next purchase payment. Please protect your account and password.