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      DELIVERY, RETURNS AND EXCHANGE POLICY
      UPDATED MARCH 2020

      We try our best to design our packaging to deliver your goods in perfect condition and aim to dispatch all orders promptly, however If you are unhappy with your purchase or exchange the purchased products under Distant Selling Regulations, we will be here to assist you.

      Standard delivery is 5 - 7 business days from the date of dispatch. Orders will be dispatched next working day depending on the time of the order and availability in stocks.

      Please note that we are closed on national holidays therefore orders give a day before or through the holidays will be processed in the following work days.

      We auto update our delivery charges frequently and they will only be available at your checkout.


      ORDERS

      Orders from United Kingdom
      Orders from the U.K. generally dispatched from our partner warehouses in the U.K. for smooth delivery however, in cases of stock availability we may send orders from our main warehouse in Turkey. In such cases delivery may take additional time due to Duty inspection and clearance. All B2C (Business to Customer- representing the goods reaching to the final user)orders received by our website will be delivered in DDP format which means all freight and duty expenses will be paid by us for smooth delivery.

      Orders from Europe Union
      Orders from the Europe Union generally dispatched from our main warehouse in Turkey. All B2C (Business to Customer- representing the goods reaching to the final user) orders received by our website will be delivered in DDP format which means all freight and duty expenses will be paid by us for smooth delivery.

      Orders from Rest of the World.
      Orders from Turkey will be dispatched through the our main warehouse in Turkey. Additional delivery shipment and duty costs may apply. Please check your country’s duty policies related with shipments from TURKEY.

      Please request for bespoke quotes by emailing sales@zaimdesignstudio.com for orders over 30kg.

      Trade customers should contact sales@zaimdesignstudio.com to get custom quotes on freight.

      LARGE & MADE-TO-ORDER ITEMS

      Large lighting and furniture pieces, or made-to-order items will require special manufacturing and delivery arrangements and may incur much longer lead times of up to 10 weeks. Once you have placed your order, our customer services team will contact you to help.

      Made-to-order items are not returnable and non-refundable unless they are found to be faulty.


      CUSTOMS

      If you are ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country. To gain customs clearance there may be additional charges and the payment of these costs are the responsibility of the customer. We have no way to predict what they may be or have any control over the total amount. As customs policies are very different from country to country, you should contact your local customs office for further information.

      Please note that when ordering from our website, you are considered the importer of goods and you must therefore comply with all laws and regulations of the destination country of your order. If for any reason a package is refused and has to be returned to us, you will be liable for the cost of this.

      Your privacy is very important to us, however, you should be aware that cross-border deliveries are subject to opening and inspection by customs authorities. When sending an order please note that a customs label may list the value of contents and a generic description of internal package contents.

      Please be aware that we may also be required to provide certain order, delivery and product information, such as components within an order, to our international carriers in order to facilitate customs clearance and comply with local laws. Please note that on overseas orders where VAT is removed from the final total, the price for each product will be rounded to the closest penny.

      FAILED DELIVERIES

      In the case of some reason your goods fail to arrive please contact us by calling +90 216 460 06 33 or emailing to sales@zaimdesignstudio.com.

      Failure o f an item to arrive after dispatch situation claims change depending on the freight and courier company policies ranging from 15 to 30 days after the incident report. Please contact us as soon as possible for us to track the situation and request for claim.

      Failure to delivery due failed attempted deliveries. Most of the courier services we prefer require signature to deliver the goods to you. The courier firms will make 2 attempts and hold your goods up to 5 days prior to shipping them back to us.
      Additional resending charges will be applied for re-delivery. You may contact us via email to sales@zaimdesignstudio.com if you fail to claim your order.

      ORDER TRACKING

      We will send you order tracking numbers as soon as we dispatch your orders. Please note that most of the courier and freight companies takes some time to input their records into their systems.

      If you cannot access your order details within the 24 hours of our dispatch notice, you may contact us regarding the order tracking.

      RETURNS AND EXCHANGE

      On delivery, the customer should inspect the goods on receipt and notify Zaim Design Studio of any defects or damaged caused in transit within 48 hours. Please see DAMAGED ITEMS section of the DELIVERY, RETURNS AND EXCHANGE POLICY for further information about damaged items.


      If you are not entirely satisfied with the products that you have chosen you may return them to us within 28 days. We will be more than happy to offer you an exchange at our discretion or a refund provided that the products are returned complete, in perfect condition, unused and with the original packaging. Please take extra care to read our Product Care page. We cannot accept items for a refund or exchange if they have been damaged within a dishwasher or by failing to follow our care instructions.

      Please be aware that items bought online cannot be exchanged or refunded at our Retail Showrooms or at Concession Stores.In these circumstances, you should contact the seller that you purchased the item from who will be able to deal with your return according to their own Returns Policy. We can only accept returns when a receipt or proof of purchase directly from us can be provided.

      For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the items, in addition the consumer will have to bear the full costs of returning the goods in the case of withdraw. Any items returned must be adequately packed for protection in transit and in exactly the same packaging and condition as when they were dispatched, i.e. in original Zaim Design Studio bags/boxes and complete packaging. Failure to do so may result in the items being returned to the customer and the grounds for refunding the items deemed void.

      To authorize a return:

      • Complete our return and exchange form, found at the bottom of this Return and Exchange Policy.
      • Include your order number, codes of the items that you want to return, shipping address for the return and contact number with an email address.
      • In the message box, include the reason code for your return:

      Our customer services team will send you a returns authorization code. Enter the code onto the returns slip and attach the label securely to the outside of each box being returned.

      Please note: Any goods received without authorization will not qualify for a refund and be rejected on delivery to our returns centre.

      Once your return has been received, your refund will be processed. Refunds can take up to 30 working days to be received following receipt of the goods into our warehouse. This delay may due to bank security checks.

      We are unable to provide refunds for any items stated on the Returns Order Confirmation document found to be missing from the package on arrival at the returns centre.

      Please be aware that items bought online cannot be exchanged or refunded at our Retail Showrooms or at Concession Stores.

      All successfully returned items will be only credited to the account used to originally purchase the items, less the cost of the shipping charge, any taxes or import duties incurred.



      INTERNATIONAL RETURNS

      CUSTOMERS RETURNING PRODUCTS FROM OUTSIDE TURKEY SHOULD READ THE FOLLOWING INFORMATION CAREFULLY.
      PLEASE BE ADVISED THAT AUTHORISATION CODES ARE VITAL FOR US IN ORDER TO ACCEPT YOUR RETURNING ITEMS.

      Customers located in the United Kingdom are advised to contact Zaim Design Studio to receive a local return address to send their items.

      International customers will be returning products at their own expense unless stated otherwise in return authorization email. Please be advised that shipping charges, import duties and additional taxes may apply in the international return process.

      All successfully returned items will be only credited to the account used to originally purchase the items, less the cost of the shipping charge, any taxes or import duties incurred.

      DAMAGED ITEMS

      Please Inspect the delivery package before signing delivery documents of the carrier. The delivery package should be in good condition and enclosed properly. If damaged please do not accept the cargo and request reporting of the damaged cargo from the delivery representative. Please do take photos of the damaged delivery package for proof. Please email to support@zaimdesignstudio.com about this situation.

      If the item you received is damaged, please send an email to support@zaimdesignstudio.com sending photographs clearly showing evidence of the damage. State your order number as a reference and include your telephone number. We will contact as soon as possible.

      Please be advised that most of our products are handmade exclusively by craftsman. Each product may contain small differences from each other and colours may vary slightly.

      WARRANTY

      We offer a one year warranty on all Zaim Design Studio Products (excluding candles and diffusers). Please contact support@zaimdesignstudio.com for further information.

      PROMOTIONS & FREE GIFTS

      From time to time we may run promotions and gift packages which may apply in respect of any, or certainly specified purchases made through this Website. Refunds & exchanges are subject to our normal terms and accepted only when the full gift set is returned, including the free gift, with receipt. Items are packed separately.

       

      RETURN & EXCHANGE FORM

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