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Return/Alteration Policy

 

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Because we construct each suit individually,  and due to the  standards of our Terms and Conditions, we do not allow for refunds on Custom swimwear. In the unlikely event that you did receive a defective item, we will gladly replace it with the same item of equal value with no charge to you. "Defective" we mean:  Rips and tears in the fabric, broken clasps, and damage caused by the carrier.

We do allow for Alterations under our Strict Alteration Policy. Please make sure that you ask as many questions  before you order.

Exceptions....  ▼

Zenaswimwear will not be held liable:

 

If You dislike the style or fabric color:

We do not take returns for this reason.  Please note: that from every fabrics page is a Form you can fill out to get fabric samples free of charge.

 

If the Measurements, Fabrics, and Options were not filled in correctly and/or missing:  

If we do not receive all the measurements, pertaining to your ordered item, which will be shown on your Order Invoice/s, we will not execute any alterations.

  • It is up to you to fill all the correct measurements, fabrics, and options

  • If  a standard size is only chosen with no measurements, we make that standard industry size. 

  • All companies have their own standard measuring system.  A 36DD from one company can correlate to a 36D from another company. This is why we need your exact measurements...   So please check everything twice before you completely check out, or if you notice that you have not filled in everything correctly please email us with the details as soon as possible.

 

For any defects to the Fabric/Material after the suit has been worn:

this includes the wear and tear, deterioration of Swimwear due to Chlorine, and defects caused by the purchaser.

 

We do not accept refunds, returns or exchanges :

on items that have been worn, abused, altered, soiled, washed or damaged in any way. Items received in such condition will be returned to the client. No type of credit/alteration will be issued and the purchaser will be charged for the return shipment, and forfeit all claims.

In addition to the above guidelines, all swimwear garments being returned must be in their original condition with all tags and sanitary protection labels in place.

We strongly suggest you do not remove your underwear when you first try on the swimwear until you are sure that the fit and style are to your liking.

Zenaswimwear holds a no warranty policy. Once tags are removed from an item, we are not responsible for any damage that may occur.

 

The Return and Alteration Procedure  ▼

 

There is a 7 business day’s return/Alteration policy from the moment you receive your package:

 

After 7 business days, we will no longer accept Return/Alteration items.

We must be contacted via email within 2 business days of delivery via our Alteration/Defective item Form which you can fill out below.  The reason being  that we need to distinguish if your item(s) are eligible to be altered.   "Eligible" means that you have filled out all your information as stated on your order invoice correctly, pertaining to Measurements, Fabrics and Options.

 

If we find that your request is valid , we will contact you via email in 1-2 business days to ask a few questions and present you with a few options. We will then go ahead and send you your "Authorization Number."

This Number should be kept in a safe place as you will need it to ship your item with.
Please understand If these items are returned to Zenaswimwear without an Authorization number they will be sent back to you at your expense including shipping, brokerage and duty.

Alterations are made for a 25% charge of the initial cost of item plus shipping
If you have overestimated a Tankini or swim short length we can alter this for a minimal charge of $15.00 including your shipping costs.
Alterations are generally completed within 2-3 weeks from receiving your item. We will notify you by email once the suit arrives.

All items returned for alteration must be in their original state and deemed to be in unworn condition before they can be accepted. If by chance we do receive an item that has been worn, we will promptly return that item to you without executing any alterations.

We do not alter anything that has already been worn. unless you are getting it hemmed or taken in. Once we receive the return we will promptly correct your merchandise.

 

Alteration Request Form....  ▼

  We must be contacted via email within 2 business days of delivery.
  We need to see if your item(s) are eligible to be altered, as some item(s) CANNOT be altered.

 

Please fill out our Alteration Request Form below !


Once the form is sent, we will determine If your custom swimsuit is eligible for an alteration,
We will contact you by email to ask a few questions and present you with a few options.
If we find that your alteration is eligible we will send you an Authorization number, which you should keep in a safe place as you will need it to ship your item with.  After you receive your Authorizations number follow the next step below to complete the process!

 

 Alteration/Defective item Request Form:   (Custom Swimwear Only)

Account #:  

Invoice #:  

Your Email*

Name

Tell us about your problem

Date suit was received

DATE SUIT WAS ORDERED

 

 

 Once you hit the submit button you will be redirected to a confirmation page

 

Once you receive your "Authorization" code....  ▼

  • In order for Zenaswimwear to process your suit alteration, Your invoice and a properly completed Alteration Form sheet must accompany your returned item(s). --one that comes with your order

  • If you have misplaced or lost your form you can print one off here!

  • When filling out the Alteration form, clearly explain the reason for the alteration and fill in all the boxes. Don't forget to choose your shipping option.

  • Make sure you sign the bottom of the form.

  • Enclose the (original invoice and Alteration form)

  • Your Authorization number should be clearly marked on the outside of the package, other wise it will be refused by our company. Your package will be returned to you.

  • Please note that you are responsible for all shipping and handling costs, as well as duties and/or taxes for International orders.

  • Please use a prepaid, insured, traceable method to ensure a safe and documented delivery. We cannot accept C.O.D. on merchandise returned for alterations or replacement.

  • We are not responsible for any lost packages being sent to us.

  • Returns from the U.S. must be shipped via the United States Postal Service (USPS) - standard shipping. Returns from the U.S. shipped through companies other than USPS - e.g. FedEx, UPS, DHL, etc. - will be refused.

  • All returned items should be declared as a “Return of Canadian Merchandise” on the customs declaration; returned items that don’t have this mention on their custom declaration will be refused and returned to the sender.

  • U.S. Customers please understand  that a maximum value of 20.00$ is sufficient,  otherwise United States Customs will charge Zenaswimwear a 40% duty on the value that you put into this field. 

  • If we do receive a package pre-charging us the duty and brokerage fees, we will have to charge you in return. If we do have a choice, we will refuse the parcel and have it returned to sender. We will then ask you to resend the package, following these instructions for a second time

  • We will notify you by email once the package has arrived.

 

Return Repair Address  ▼

Please ship to:

 

ZENASWIMWEAR

#106 - 20088 55A Ave

(Buzz Code 56)

Langley, BC

V3A-4K9, CANADA

 

If you have any question regarding our policies please email us!