Refund / Return / Exchange policy

Products are checked multiple times by our team before shipping (measurements and every other detail). We also provide a full detailed video of the product to the client and don’t ship the product without their approval. Hence we don’t do returns or exchanges, except in the cases when the package gets lost and is documented as lost by the shipping company, in this case we provide a full refund or send the product again.

With this the client understands that they should send the correct measurements/size because the product will be sown according to those measurements/size that they provide us with, and has agreed on everything else before we start making the product.

Shipping Policy

– Shipping costs will be covered by Atelier Zana, note that this excludes customs fees and VAT. 


– Atelier Zana offers worldwide shipping. The courier company used for shipping is DHL express.


– The shipping process can start only on weekdays. 


– The products take 1-7 business days to arrive to destination (not including your customs’ process that might take extra time). The courier company usually writes the estimated arrival date later than it normally arrives, in case of any unexpected emergencies. That means that the product will usually arrive earlier than expected.


– The production process for custom made orders can take from 2 days up to 1 month depending on the design of the dress, the amount of other orders taken, and/or the time the order was placed.


– The courier company doesn’t leave packages at the door without the customer signing. The only exception is when the client manually chooses the option to accept the package without signing.


– Once the product is delivered to the address the customer is required to sign the package. If the package is not signed/nobody is home the courier post will attempt to deliver the package a few more times and get in contact with the customer.