Refund policy

Return & Refund Policy

At ZAMAN, we are committed to the highest standards of craftsmanship and design. Every heirloom we create is thoroughly inspected before leaving our Dubai design room. If your purchase does not entirely meet your expectations, we are here to assist you in resolving the matter with the utmost care.

1. Return Window & Eligibility

We accept return and exchange requests for qualifying, non-customized items within 7 days of delivery.

To be eligible for a return:

The item must be in its original, pristine, and unused condition.
It must be returned in all its original packaging, including the signature gold-embossed ZAMAN box, velvet/micro-suede linings, protective wrapping, and certificates of authenticity.
Any promotional gifts or complimentary accessories included with the purchase must also be returned.

2. Customized & Bespoke Creations (Final Sale)

To preserve the exclusive nature of our bespoke services, personalized items are considered final sale and cannot be returned, refunded, or exchanged.

This policy applies to:

Any Misbaha, box, or storage case featuring custom engraving (names, initials, dates, or family crests).
Leather storage items with custom gold-foil heat stamping.
Bespoke, made-to-order commissions tailored specifically to your request.

Our Guarantee: If a personalized item arrives with a spelling error or physical defect that differs from your approved design request, we will prioritize remaking and shipping a flawless replacement to you immediately, at no additional cost.

3. How to Initiate a Return

To begin your return or exchange process, please contact our concierge team:

Email: support@zamanboutique.ae
WhatsApp / Phone: +971 58 696 9188
Please include your Order Number (e.g., #ZAMAN1001) and photographs of the item in its original packaging.

Once your return is authorized, we will guide you through the next steps.

4. Return Shipping & Courier Fees

Within the UAE: We can arrange a premium courier pickup from your address for a flat return-handling fee of AED 30, which will be deducted from your final refund.
KSA, Kuwait & Rest of the GCC: Customers are responsible for booking and paying for tracked, insured return shipping back to our headquarters in Dubai. We highly recommend using a reputable courier service (such as DHL or FedEx) as ZAMAN is not liable for items lost or damaged in transit.
Defective or Damaged Items: If your item arrives damaged or incorrect, ZAMAN will cover all return shipping and replacement costs. Please notify us within 24 hours of delivery with supporting photos.

5. Refunds & Processing Time

Once your return is received and inspected at our Dubai facility, we will send you an email notification confirming its arrival and approval status.

Approved Returns: The refund will be processed back to your original method of payment within 7 to 10 business days, depending on your financial institution's processing times.
Exchanges: If you wish to exchange a standard item for a different variant, we will issue a store credit code once the original item is returned and approved, allowing you to seamlessly place a new order.