Exchange Policy

Exchange Policy

If for any reason you are not satisfied with the products that you have purchased, we will be happy to exchange it according to our easy exchange policy.  Please note that the exchange policy is for the orders placed through our web site.

 1.  A  Is exchanging possible with Zigzag.lk?

Yes, you can exchange if only if it is an exchangeable item ( Please check the point 6 to view the products which are not exchangeable.) However, the items should be in the original condition with packaging. You can exchange item/items from 7 days of purchasing. Keep the labels and tags with the product (attached) and return with the original receipt. We would be grateful to hear the reason for exchanging the item as well. Exchange is possible only ONCE.

 1.  B  I have purchased a product from the website. Can i come and exchange it through the flagship store?

Yes, you can exchange if only if it is an exchangeable item ( Please check the point 6 to view the products which are not exchangeable.) However, the items should be in the original condition with tags/labels. You can exchange item/items from 7 days of purchasing. Keep the labels and tags with the product (attached) and return with the original receipt. Exchange is possible only ONCE.

 1.  C  I have purchased a product/ products from the Zigzag flagship store . Can i get the exchange delivered?

So sorry to inform you that the products brought from the zigzag flagship store cannot get exchanged through the web site. However, if you can visit the flagship store within 7 days you wll be able to exchange it.

 2.    Can I exchange a product which is already exchanged? How many times can i exchange an order

You can exchange a eligible product only ONCE. That means you cannot exchange an already exchanged product. 

 3.    Can we return purchased goods?

We do not accept returns. However, if you find a damaged item when the goods are being delivered, please contact us at that very moment through 0775887553 or send us an email on the same day of delivery to [email protected] if you failed us to contact at that moment. 

 4.    What if the delivered item is damaged?

We ensure that the quality and standards are met in our products and processes. In order to achieve the standards, we conduct a quality check to ensure the products are 100% damage free prior to the shipment.

Once you receive the order please check your items at the delivery point. Please contact us immediately if you find a damaged item and you will be able to return it or we will exchange it free of charge. Please note that we will not be responsible for the damaged items thereafter.

 5.    How do I exchange products to zigzag?

  1. Please send us an email to [email protected]
  2. Pack the items in the same packaging in the original condition with labels and tags.
  3. Inform us the product that you need to get it exchanged with. ( Please note that we will not be reserving the product to you till we receive the returning product.)
  4. Please send the returning product/products from your side to our address ( Zigzag(Pvt.) Ltd, Oviklo warehouse complex, 18/1F, Duwawatta, Buthgamuwa Road, Kotikawatte, Sri Lanka.
    Tel : 0775887553 ) Please inform us before sending the dress. Dress should be in original condition. Please note that the courier charges of the returning dress needed to be paid by the customer.
    1. Once the products are received to our warehouse, we will perform a quality check and exchange will be accepted only if the products are in proper condition.
    2. If the items passed with the quality check we will send you an email/ SMS with the coupon code for the value of the products you have paid. You can use this coupon code in your next purchase ( you need to add the coupon code in the checkout page, and you can see that the amount will be deducted from the total.)
    3. Items which are not in the original condition will not be accepted hence the exchange will not be processed.

 

   6.    What items are not exchangeable?

  1. Items not in the original condition (ex: Damaged items, items with dirt/makeup/patches)
  2. Sale/ Discounted items
  3. Lingerie
  4. Swimwear
  5. Sarees
  6. Handbags
  7. Jewellery & Accessories
  8. Perfumes & Cosmetics
  9. Shoes
 
 
7.    I have ordered an incorrect size. Can I replace it with the correct size?

 Sure, we will replace it for you. Follow the process outlined in the exchange policy. Terms and conditions apply.

 

8. What will be the charge for the exchange?

The returning dress courier charge needed to be paid by the customer.

 

9. Have you received the items which I sent for exchange?

If we have not confirmed you yet, please contact us through our number 0775887553 on weekdays before 5.30pm or send us an email to [email protected]

 

10. I have purchased a discounted item online. I need to exchange it. Can I ?

You can exchange to the same product but different sizes. If the product is sold out we would not be able to exchange it. 

 

11.  I need to exchange a product which is in the exchange period. However there is a percent off/ offer going on. Can i get the offer as well for the exchange?

Sorry the percent off/ offers can only be applied for fresh orders placed during the offer period. Offers are not valid for exchange orders. Terms and conditions apply.

 

12. I need to exchange a product which i bought online during a percent off/ offer period . The order is within the exchange period. Can i get the percent off/offer as well for the exchange ?

You can get the percent off/ offer only if you are exchanging to the same product but different sizes. If you are exchanging to another product(a different item code) you will not be receiving the percent off/offer. And if there is a balance payment, you need to settle it during the exchange.

 

13. There is a balance as the exchanging product price is lower than the first purchase order. Do i get a refund or can i purchase something for that amount later on ? 

Sorry we do not refund if there is any balance from the 1st order. When doing the exchange you can purchase something equal or more than the first order amount and pay if there is any balance. Sorry to inform you that you will not be able to get the balance as a credit note and claim it later on.

 

Cancellation Policy 

1. How to Cancel an order ?  

You can inform us through email ([email protected]), call ( 0775887553 ) or through facebook (https://www.facebook.com/zigzag.lk/). Please be kind enough to inform us within 24 hours after placing the order since the product will be reserved for you.The cancellation should happen before the order is dispatched from the office. 

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