Shipping, Returns and Exchanges
Returns & Exchanges
We hope that you’re pleased with your order and won’t have to return or exchange. However, our repair and exchange policy is here if you need it. We do not offer refunds but have three options for our Ziva Divas in our customer satisfaction efforts. In the event that your item is damaged, we offer a lifetime complimentary Ziva repair service in which we will repair or replace your item free of charge for the lifetime that you own your Ziva handbag. We also offer store credit or an exchange if you wish to exchange your item within 14 days of your order. Please tell us about your repair or exchange with as much detail as possible via weloveusshop@essence.com. We will respond to the email provided and proceed with your exchange or repair.
If we incur any fees, your exchange will be held until the fees are covered. In the event of a repair, you must cover the cost of shipping but your repair or replacement will be processed free of charge as with all purchases.
If you need to return or exchange any merchandise, tell us about your return or exchange with as much detail as possible. We will respond to the email provided and proceed with your exchange or return.
Merchandise is accepted for store credit or an exchange if submitted and approved within 14 days from when you received it. It must be returned in all original packaging including bubble wrap, and be free from make-up and all stains. It must also have not been altered in any way.
Exchanges will be shipped out to you free of charge. You can exchange your merchandise for items of the same price. If in the event you want to exchange for an item of greater or lesser price, the difference will be invoiced to you or a refund will be issued in the amount of the difference.
A refund will be issued back to the original method of payment for the merchandise exchanged if there is a difference in price and the new bag is of lesser value. We will process your refund within 5-10 working days of receiving the item. However, please note that your bank may take longer to process this.
Please note that original shipping fees are not refundable.
If your package is lost in transit, we will sort it out and you will not be left without either a replacement or a refund. However, we cannot be held responsible for packages once proof of delivery has been obtained.
**Always tell us about your exchange with as much detail as possible by sending us a note here.
Shipping
All Ziva Naseer merchandise is currently shipped via USPS- both domestic and international. You will receive an email notification for the date and time your package was shipped and delivered to the address provided.
Shipping Rates
USA $18.50
For domestic and international deliveries, all merchandise is dispatched from our warehouse within 7-10 working days and will arrive within 10-20 working days.
USPS has end-to-end tracking. Please do not reject/refuse a delivery due to customs fees. If you choose to reject/refuse delivery due to customs fees, there will be a return fee deducted from your refund to cover return shipping due to your refusal.
