Shipping, Returns & Refunds Policy

Terms and Conditions for Returns and Exchanges

Important Information

Due to the varying size and weight of different fabrics, we cannot confirm the exact weight of your package until it is ready for shipping.

  • Shipping rates on our website apply to packages weighing between 0.5 to 2kg. If your package exceeds 2kg, you will be contacted to cover any additional shipping balance.
  • You may also opt to use your own shipping method, but Ziva is not liable once it has been delivered to courier of your choice. 

Ready-to-Wear (RTW)

Ziva Lagos is a Ready-To-Wear Brand. We do not offer amendments or alterations. 

Domestic Shipping

  • Lagos: Delivery within Abuja takes 1-5 business days after production.
  • Outside Lagos (Rest Of Nigeria): Deliveries outside Abuja but within Nigeria take 4-7 business days after production.

International Shipping

All international orders are fulfilled by DHL and include tracking. Delivery for international orders takes 7-10 business days after production.

Return Policy

Sales: All sales are final. No refunds or exchanges on sale items. No complimentary alteration services are provided for sale items.

Returns & Exchange: Items are eligible for return, exchange, or refund if received by Ziva Lagos within the following timeframes:

  • Lagos Orders: 3 business days from delivery/pickup
  • Nigerian Orders (Outside Lagos): 5 business days from delivery
  • International Orders: 10 business days from delivery

The items must be in our possession within the specified timeframe to qualify for return or exchange. Items must be in original condition with tags intact and include proof of purchase. Ziva Lagos reserves the right to reject returns that exceed the return period or are not in the same condition as received.

Faulty Items: Items are deemed faulty if they do not meet our quality standards, which require items to match their description and be of satisfactory quality. If you receive a faulty item, you may request an adjustment or replacement within 72 hours. Please email ziva@zivalagos.com with photos of any faulty items.

Customers will bear all shipping costs for exchanges unless the fault is due to a production error, in which case, the delivery charge may be reimbursed at our discretion.

We accept returns on all full-price items (excluding sale items) within the timeframes listed above. All items must be returned unstained and unused.

After receiving confirmation to return an item, please ensure it reaches us within the designated timeframe:

  • Lagos Orders: 3 business days from delivery/pickup
  • Nigerian Orders (Outside Lagos): 5 business days from delivery
  • International Orders: 10 business days from delivery

Returned items must be in original condition, including all packaging, boxes, dust bags, and other items included in the purchase. Items that do not meet these conditions may be rejected for return or exchange and returned to the customer at their expense.

All returns are at the customer’s expense, and refunds will be issued as a gift card after deducting initial shipping and duties where necessary.

For assistance, contact our Customer Care at ziva@zivalagos.com or WhatsApp +234 809 888 8393

Refunds

Upon receiving your returned item, we will inspect it and notify you of the status. If approved, refunds will be issued in the form of a store credit gift card or returned to the original payment method within 7-10 business days, depending on the payment gateway. Delivery charges for items faulty due to production error may be reimbursed at our discretion.

Return Shipping

Customers are responsible for shipping costs to return items. Shipping costs are non-refundable. For approved refunds, the return shipping cost will be deducted from the refund. For exchanges, customers are responsible for additional delivery fees.

Refund Methods

All refunds will be issued in the form of a gift card, deducting initial shipment costs and duties where necessary.

We strive to display product colors as accurately as possible on zivalagos.com. However, due to differences in screen displays, we cannot guarantee exact color accuracy.

Ziva Lagos is not responsible for variations in color representation due to individual screen configurations or technical issues.