Refund policy

Return & Exchange Policy

You can request a return or exchange within 7 days of receiving your order, as long as the item meets the conditions below.

Eligible for return or exchange

  • Damaged, broken or defective item received
  • Wrong item, colour or size delivered
  • Missing item from the order
  • Unused item in original packaging, with all tags, pouches and boxes (exchange only)

Not eligible

  • Earrings, nose pins and other piercing jewellery, for hygiene reasons (unless received damaged or wrong)
  • Items that have been worn, resized, altered or damaged after delivery
  • Sale, clearance or discounted items (unless received damaged or wrong)
  • Customised or personalised items, such as name necklaces or engraved pieces
  • Gift boxes and free gifts

How to request

  1. Message us on WhatsApp at or email within 7 days of delivery.
  2. Share your order number, a clear photo or video of the item, and the reason.
  3. For damaged or wrong items, please record an unboxing video when opening the parcel. This helps us approve your claim quickly.
  4. Our team will confirm the return and share the return address or arrange a pickup.

Return shipping costs

If the item is damaged, defective or wrong, Zivah Store pays the return shipping. For change-of-mind returns or size exchanges, the customer pays the return shipping.

Exchanges

Exchanges are subject to stock availability. If the requested item is out of stock, we will offer a different item of equal value or store credit.

Refund Policy

Refunds are issued only for approved returns of damaged, defective, wrong or missing items, within 7 days of delivery.

Refund process

  1. Once we receive and inspect the returned item, we will confirm approval on WhatsApp or email.
  2. Approved refunds are processed within 5–7 working days.
  3. You may choose a bank transfer, JazzCash, Easypaisa or store credit.

What is refunded

For a damaged, defective or wrong item, we refund the full product price plus the original delivery charge. For a missing item, we refund the price of the missing item. Change-of-mind returns are not refundable, but we can offer an exchange or store credit.

Cash on Delivery orders

Since COD orders are paid in cash, refunds are sent by bank transfer, JazzCash or Easypaisa to an account in the customer's name. Please share the account title and number with our support team.

Order cancellation

You can cancel your order free of charge before it is dispatched by contacting us at our WhatsApp Number. Once dispatched, the order cannot be cancelled. Refusing a COD parcel at the door counts as a failed delivery (see Cash on Delivery Policy).