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Returns & Exchanges

Exchange and Returns Policy

Changes

Due to Government sanitary regulations and Zelina Lingerie’s commitment to the health and safety of each of our clients, there will be no changes in any of the following garments:
Bras, Bralettes, Panties, Boxers, Thongs, Bodys, Tops.

1.1 Exceptions

Zelina Lingerie only undertakes to change a garment called underwear if any of the following 2 cases is met:

  • ⋅ That the garment sent by Zelina Lingerie does not correspond to the size that the client has requested, this error must be notified within the first 48 hours after receiving your package and Zelina Lingerie will bear the shipping costs for its replacement .
  • ⋅ That the garment in question has a manufacturing defect (tear, mistreated etc.), this “defect” must be reported within the first 48 hours after receiving your package and Zelina Lingerie will bear the freight costs for the replacement of the same. If any of the above cases are not fulfilled or it is detected that the garment does not meet any of the necessary requirements, has been altered or used improperly, Zelina Lingerie is entitled to refuse to make the change and / or pay the freight, therefore that will return the merchandise to the sender and the expenses derived from this return must be covered by the customer. Returns
    1.- Partial returns Zelina Lingerie undertakes to make a partial return of the amount corresponding to an order only if the following requirements are met:
  • ⋅ The client reported a missing garment in his order within the first 48 hours of receiving his order, this notification must be made to one of the official channels of Zelina Lingerie such as the social networks of the Facebook and Instagram brand and the mail email ventasweb@zelina.mx
  • ⋅ In the report, the client must attach in a single message (Text) their full name, order number, email, missing garment (s) and a photo of the receipt of their order.
  • ⋅ In the event that a garment received has a manufacturing defect (tear, mistreated, etc.) and the customer notifies it within the first 48 hours of receiving the product. If any of the above cases are not fulfilled or it is detected that the garment does not meet any of the necessary requirements, has been altered or used improperly, Zelina Lingerie is entitled to refuse to make the return and / or pay the freight, therefore that will return the merchandise to the client and the expenses derived from this return must be covered by it. 1.1.- Exceptions The customer may request the partial return of an order as an EXCEPTION, if the following conditions are met:

⋅ If the customer receives a garment that does not fit, but if it is the size they requested, they must notify it within the first 48 hours of receiving their product and if the garment does not violate article 1, Zelina Lingerie may make the return as long as the customer covers the shipping costs.

1.2 Requirements and times:

Within a partial return process it is important that the client take into account the following points

  • ⋅ The customer must keep the order number and the receipt of their purchase, in order to send it within their refund request, if the customer does not keep it, the return will not proceed.
  • ⋅ If the receipt of your purchase is cut, scratched, has any alteration or manipulation, the return will not proceed.
  • ⋅ After raising the return report, it will take a maximum period of 7 to 10 business days for the receipt of the return to be sent to the customer.
  • ⋅ Refunds made to credit and / or debit cards are exclusively for purchases made with that same card. Processing times will depend on each institution. Total returns Zelina Lingerie undertakes to make a full refund of the amount corresponding to an order only if any of the following cases are met:
  • ⋅ That the order in question is not delivered to the customer after a period of 20 business days, due to delivery delays.
  • ⋅ That the parcel assigned to the order misplaces the package and has already been declared as such, this return process is subject to the investigation times of the courier and there is no specific time for said process.
  • ⋅ If the customer reports an unrecognized delivery, this return time will be subject to the investigation carried out by the parcel, so there is no defined time and the return will be subject to its resolution.
  • ⋅ That the client receives a wrong package and reports it within the first 48 hours of receiving it, in this case a return of the garments will be requested to Zelina Lingerie and after returning, within a period of 15 business days the return. 1.1 Times: Within a total return process it is important that the client take into account the following points
  • ⋅ For case 1, the client must wait for the time that the package in question takes to return to Zelina Lingerie, for this return there is no defined time, once it arrives at the Zelina Industries facilities, the return will proceed and in a period A maximum of 7 to 10 business days will be sent proof of the same to the client.
  • ⋅ For cases 2 and 3 there is no defined time for the investigation, since it depends entirely on the courier and the return will be subject to the investigation of the parcel determining that compensation is made, if not That is the determination, Zelina Lingerie will refuse to make the return.
  • ⋅ For cases 2 and 3, once the compensation is determined, this process will take a maximum of 7 to 10 business days for proof of it to be sent to the client.
  • ⋅ Refunds made to credit and / or debit cards are exclusively for purchases made with that same card. Processing times will depend on each institution.