Customer service

Above all, we want your shopping experience to be easy, which is why we offer the following channels for you to contact us so that we can resolve any questions you may have.

FREE SHIPPING

SPAIN AND PORTUGAL delivery within 5 business days *

* At Zhannaona, we make items to order and start making your garments 24 hours after you place your order. From that point, you can expect your order to be delivered within Spain and Portugal in 5 business days.

For international orders, you can contact us through info@zhannaona.com and we will tell you whether we cover your area, the shipping costs, and how you should proceed to purchase our garments.

Exceptionally, delivery times may be affected by public holidays, strikes, specific weather conditions, or sales periods.

Would you like to know the status of your order?

You can do it here: “ I AM YOUR SHIPMENT, FOLLOW ME”

EXCHANGES AND RETURNS

Exchanges

Underwear or swimwear

Underwear and swimwear cannot be exchanged or returned. We will only accept exchanges or returns if the item has a manufacturing defect or if we sent you an item different from the one you ordered by mistake.

Free exchange for clothing and accessories

You can always exchange the other items provided that the exchange is for a different size.

In this case, email us at info@zhannaona.com requesting a size change and providing your name, order reference, the item you want to change, and the size you need. We will send a courier to the same address where the package was delivered with the new size. When the courier arrives, you will need to hand them the product you want to change at that time so they can bring it back to us. We will cover the cost of only one initial exchange.

If you want to change the item again, you will have to process it as a return. You will need to send us the item and make a new purchase for what you would like. In this case, you will be responsible for the shipping costs.

You may use the shipping company of your choice. Remember that you are responsible for the product until it reaches us. We will not be liable for loss or theft during shipping.

You must send the package to the following address: Banys Vells, 11, Right-hand Store, 08003, Barcelona, Spain.

Once we receive the items and verify that they are in the same condition in which we sent them, with their original packaging, unused, and with the tags attached, we will refund the return amount within a maximum of 15 business days. The refund will be issued using the same payment method you used to make the purchase.

Returns of garments and accessories

If you are not satisfied with your purchase, don't worry—we will accept the return as long as you send it to us within a maximum of 15 business days of receiving the package.

To process the return, send an email to info@zhannaona.com stating your name, the reason for your return, and the order reference.

The items must be in the same condition in which we sent them, with their original packaging, unused, and with the tag attached. Remember that in this case, shipping costs are your responsibility.

You may use the shipping company of your choice. Remember that you are responsible for the product until it reaches us. We will not be liable for loss or theft during shipping.

Once we receive the package, we will confirm its receipt and refund the amount within a maximum of 15 business days. The refund will be issued using the same payment method you used to make the purchase.  

Important: if the garments do not arrive in the conditions listed above, we will return the package and will not refund the order amount.


PAYMENT METHODS

You can pay for your orders using the following methods:

PayPal

To make a purchase with this platform, you must be registered with PayPal beforehand. Once you select this payment method, you will be redirected to its website to proceed with payment.

Credit card

This payment method allows you to purchase with the following cards: Visa, Visa Electron, and MasterCard. The charge is processed immediately through the platform Shopify Pay secure payment.

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