Returns & Exchanges

Stock items & ready-to-wear

For stock items and ready-to-wear that are not made to your specifications or clearly personalised, you may withdraw from your purchase without giving a reason within 14 calendar days after delivery. We provide a free prepaid return label and charge no restocking fee. Notify us within that period and send the goods back within 14 days after your notification.

Requesting a return

Contact info@zkovari.com within 14 calendar days of delivery for a change-of-mind return, with your order number and the piece you wish to return or exchange. A reason is optional for a change-of-mind return. For a fault or an incorrect item, please describe the issue so we can assist you.

We will provide a complimentary prepaid return label to download and print, the return address and packing instructions. Send the piece by mail using the supplied label within 14 days of your return request. Keep your proof of dispatch. Our response or label delivery will not shorten your return period or limit a timely exercise of your statutory rights.

Return labels are free for both defective and non-defective returns. Please follow our instructions for secure shipping and any necessary customs or material documentation. Hand the labelled parcel to the designated carrier.

A piece may also be returned in person. Personal handover is arranged individually with each client: write to us, and we will agree a time and place with you before you travel. Nothing is charged for it, and it is subject to the same return deadlines, condition and authentication requirements. We acknowledge receipt at handover; any required inspection follows, with refunds processed within 7 calendar days of receipt. Personal handover is by arrangement only.

Condition of returned pieces

Please return pieces in new, unworn, unused, unwashed and unaltered condition, with all original tags, security seals, certificates, accessories, documentation and product packaging intact. This does not prevent you from examining the goods as permitted by law. Pack the piece securely in a protective shipping carton to preserve its condition in transit.

These conditions do not remove statutory rights to examine a purchase or seek a remedy for faulty, damaged or incorrectly supplied goods. Missing packaging, a removed tag or use necessary to discover a defect does not automatically invalidate those rights.

Precious materials & authentication

Pieces incorporating precious metals, natural diamonds or gemstones, exotic materials or individually identifiable components undergo a condition and authentication inspection on return. Please keep every original security seal, tag, certificate and accessory with the piece and avoid altering or separating any component.

Where applicable, our inspection compares the returned piece with its dispatch records, including:

• Serial numbers, certificate identifiers and other recorded security identifiers.
• Precious-metal specifications, including fineness, hallmarks and recorded weight.
• Gemstone characteristics and the accompanying grading or identification documentation.
• Identifying features of exotic materials, components, condition and dispatch photographs.

If we identify a discrepancy, suspected substitution, alteration or damage, we will contact you with the findings. A return of a substituted piece may be declined, or a lawful deduction for diminished value may apply, only where justified and permitted by applicable law. Inspection is included within our refund processing period; it does not allow us to postpone a legally due refund indefinitely.

Made-to-measure, personalised & one-of-one commissions

There is no change-of-mind right of withdrawal for goods made to your specifications or clearly personalised, under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), where applicable. This includes made-to-measure garments cut to your individual measurements, personalised pieces and one-of-one commissions made specifically to your requirements. We do not offer voluntary change-of-mind returns or exchanges for these goods.

The custom nature of the piece and the absence of a right of withdrawal must be clearly disclosed before you complete your purchase. A ready-made one-of-one piece is not excluded merely because it is unique or rare. Precious materials and standard catalogue choices alone do not establish this exception.

The exception does not affect your rights if a piece is defective or does not conform to the agreed specifications. ZKOVARI pays the return shipping for defective or non-conforming goods, including all custom-made pieces.

Defective or non-conforming goods

All products, including made-to-measure, personalised and one-of-one pieces, remain covered by applicable legal rights concerning defects and conformity. Throughout the European Union and the European Economic Area, you have at least two years from delivery in respect of a lack of conformity. Comparable rights apply in the United Kingdom and in many other jurisdictions. This concerns defects present at delivery or whose cause was present then, rather than ordinary wear or misuse.

Contact us as soon as you discover a problem. Where local law sets a period within which a complaint is always considered timely, that period applies in your favour. We always pay return shipping for defective or non-conforming goods and provide a prepaid label. Depending on the circumstances and applicable law, remedies include repair, replacement, a price reduction or a refund. Original packaging and intact tags are not conditions for exercising these rights.

Exchanges

For eligible stock items and ready-to-wear, exchanges are accepted within the same 14-day request window and are subject to the same condition and authentication requirements and the availability of the requested piece. Tell us your preferred replacement when you contact us. We will confirm availability and any price difference before proceeding. If a suitable replacement is unavailable, an eligible return may be refunded.

Refunds & fees

We process refunds to the original payment method within 7 calendar days of receiving the returned piece, including any condition and authentication inspection. We charge no restocking fee. Your payment provider may take additional time to display the credit; contact us if it has not appeared. Any earlier deadline required by law takes precedence.

Where statutory withdrawal rights apply, we refund the payments required by law, including the cost of standard outbound delivery, within 14 days of being informed of your withdrawal. Where legally permitted, we may withhold reimbursement only until we receive the goods or evidence that they have been sent back, whichever occurs first. Authentication does not override this rule. Additional costs for an expressly chosen premium delivery service need not be refunded where the law permits.

Your statutory rights

This policy supplements and does not restrict mandatory consumer rights. Where EU/EEA withdrawal rights apply, you generally have 14 days after delivery to notify us of withdrawal without giving a reason, and a further 14 days to send the goods back. An unequivocal statement sent to the contact below is sufficient; our return process is not a condition of exercising that right. You may handle goods as necessary to establish their nature, characteristics and functioning. Liability for diminished value from additional handling applies only as allowed by law.

The 14-day window and new/unused conditions do not limit any longer statutory guarantee or remedies for defective, damaged or non-conforming goods, which may include repair, replacement, a price reduction or a refund. Where this policy conflicts with mandatory law, that law prevails.

Contact the House

For returns, exchanges or withdrawal, contact info@zkovari.com. Please obtain the return shipping address and label before posting a piece, or arrange a personal handover.