Product Return or Change

Product Return or Change

Our top priority is to be completely satisfied with your online shopping experience. However, if you are not satisfied with your purchase and want to get a refund or even return the product, please check the details in the following return policies.

Contact us within 14 days after receiving the product

We only accept refund requests made within 14 days from the day the customer signs the package receipt, according to the courier company responsible for delivering the parcel. It is therefore very important that the dress or the ordered product is checked and tried as soon as possible. If you are not satisfied with the product, please do not hesitate to contact our customer service team via email at sales@maziona.com , and let us know your order number and problems you may have.

It would be better if you could take some pictures to show all the problems you encountered. Please note that you do not need to ship the dress within 14 days. Our customer service team informs customers of the address to return the product to after approval of the customer's return request. Then, the customer can ship it back to the company.

Goods returned must be within the conditions described below

If the customer wants to return dresses, shoes or other accessories, please make sure they are in their original condition - and that they are not worn, washed or changed. Also, the customer must make sure they are not damaged, but clean and lint-free, and the purchase tag is not removed from it.

After receiving the complaint from the customer, our customer service team will try to find a solution with the customer, taking into account that the return request will meet at least one of the following cases:

1.    The product is defective, damaged or sent by mistake

When requesting refund, please provide our customer service team with photos and detailed description that clearly illustrates the problem with the products. If you believe that your requested items have been damaged or lost during shipping, the customer service team also needs photos showing the damaged packages and evidence of damage or documents of loss from the shipping company in order to handle the order and refund you.

 

 

2.    Complaints related to measurements - different size by more than one inch

Due to the nature of the different materials, a 1 inch / 2.54 cm extension is allowed for both standard size dresses and custom sized dresses. Our tailors also make all the dresses with extra fabric in the sewing parts to allow for minor modifications of the size easily. If the measurement differences in the dress are more than 1 inch / 2.54 cm, or shoe measurement differences are more than 0.5 cm for length or 0.2 cm for the size, please just contact our customer service team to find a solution. If the customer chooses a wrong size, the return request will not be accepted. If the customer wishes to replace the size, he or she will be required to pay the freight cost back and forth. So please be careful when choosing the sizes by referring to the chart of measurements at the following address: …………………………….

3.    Problems with colors – (NOT including colors caused by screen color differences)

Computer Screen Settings may alter the color of the images displayed on Maziona.com. A simple color mismatch between the actual color of the object and the color displayed on the screen may not mean that the item is defective or has been replaced. However, if you are sure that you have received your order in the wrong color, please contact us and we are always happy to help you resolve any issues faced by our customers. If you want to know if the color you chose is what you expect or not, we suggest that you request color samples first.

4.    Products that cannot be returned or replaced

Some personal objects, such as earrings (including jewelry sets with earrings), personal care items (and underwear, etc.) cannot be returned or replaced for health reasons.

The customer must re-ship the product within 7 days after our customer service team provides a return shipping address.

Once the customer service team approves the customer's return request, we will send an email with information, such as the return shipping address, which will guide you to where the product will be shipped. The shipment of the product must then be considered within 7 days. Please note that the customer bears the costs of return shipping. After shipping the product to the customer, please send an e-mail to sales@maziona.com to let us know which shipping company and the tracking number. 

After receiving and checking the product, the customer will receive a refund.

After receiving the product and checking it by our team, the customer will get a refund within 3 to 5 business days. Once the return of our product and checking are confirmed, please wait for up to 5 business days until the money is refunded to your account.

Normally, shipping costs are not refunded.

The shipping cost (not the selling price) is collected by the shipping company that takes charge of delivering the products. Thus, the shipping charges is not refunded when the return request is accepted.

Refund requests are not accepted without the approval of the customer service team

Returns will not be accepted without prior approval from our customer service team. Please contact us first and ship the dress after the return request is approved.

Disclaimer in the event of an emergency

Our return requests do not include product hindrances or prevention caused by unexpected political or economic events or generally due to force majeure or natural disaster such as earthquakes, hurricanes, floods, volcanoes, etc.

Order cancellation

You can cancel your order only within the first 6 hours of the order processing, after which it will be very difficult to accept the order cancellation because the product is already in the shipping company and in its way to the customer. Please, keep in mind that canceling the order should be within the first 6 hours after the purchase.