Shipping, Exchanges and Returns

At ZHANNAONA, we believe that a purchase should be as transparent as the creation of each garment. We want you to clearly understand how we prepare each order, delivery times, our shipping conditions, and how we handle exchanges and returns.

Each piece receives the same care with which it was designed and made in our Barcelona studio.

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Order preparation

At ZHANNAONA, we have a small selection of garments ready for immediate shipping. However, many of our pieces are produced in small batches or prepared specifically for each order, as part of our commitment to responsible production and away from mass manufacturing.

If the requested item is not in stock when you place your order, we will contact you personally to inform you of the estimated production time. If you provide your phone number during the checkout process, we can conveniently keep you informed about your order status via WhatsApp.

In most cases, preparation takes no more than 4 business days before shipping. If the timeframe is exceptionally longer, we will let you know in advance so that you can decide whether you prefer to wait or modify your order.

Our goal is to ensure that you always know the status of your order. Whenever necessary, you will receive personalized communication with updated information about its preparation and shipping.

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Delivery times

Once your order has been shipped, the estimated delivery times are:

• Spain: 2–5 business days.
• European Union: 3–5 business days.
• The Americas: 5–8 business days.
• Asia: 5–8 business days.
• Rest of the world: 5–8 business days.

The stated delivery times are estimates and may be affected by exceptional circumstances such as holiday periods, strikes, logistical issues, or weather conditions.

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Shipping costs

Shipping costs are calculated automatically during checkout according to the destination country and order amount.

The final amount will always be shown before you confirm payment.

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Orders outside the European Union

Orders shipped outside the European Union may be subject to customs duties, import taxes, VAT, or other customs charges imposed by the authorities in the destination country.

These amounts are not included in the product price or shipping costs and must be paid by the buyer.

As customs regulations vary from country to country, we recommend consulting the relevant authority before making your purchase.

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Exchanges and returns

We want you to be able to shop with complete peace of mind.

You have 14 calendar days from receipt of your order to notify us of your intention to return an item.

Once you have notified us of the return, you will have an additional 14 calendar days to send us the product.

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Return conditions

For a return to be accepted, the item must:

• It must be unused, except for the handling necessary to check its nature, characteristics, and size.
• It must be clean and in perfect condition.
• It must be free of stains, odors, perfume, makeup, and signs of use.
• Keep all original labels and accessories.
• Return it in suitable packaging that ensures its protection during transport.

We reserve the right to reduce the refund amount when there is a loss in value resulting from handling beyond what is necessary to check the product’s characteristics, in accordance with applicable regulations.

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Products that cannot be returned

The following cannot be returned:

• Garments made to order or personalized.
• Underwear, swimwear, or other intimate-use products when they have been used, unsealed, or their hygienic protection has been removed.
• Any other product excluded by current legislation.

This limitation does not apply to products with a manufacturing defect.

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Return costs

Returns are free for orders shipped to:

• Spain and Andorra.
• European Union countries.

For orders shipped outside the European Union, the customer will be responsible for the return shipping cost, as well as any customs duties or taxes that may arise.

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Refunds

Once the return has been received and inspected, we will inform you of the outcome by email.

If the return is approved, the refund will be issued using the same payment method used for the purchase.

Shipping costs paid at the time of purchase will not be refunded, except when the return is due to an error by ZHANNAONA or when required by applicable law.

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Size or model exchanges

If you wish to change the size or model of a garment, please contact us before making the return. Our team will help you find the best solution depending on stock availability and the order’s details.

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Customer service

If you have any questions before or after making your purchase, we will be happy to help.

Email: hello@zhannaona.com

You can also contact us through our social media or via WhatsApp if you have placed an order and need information about its status.

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Legal information

ZHANNAONA S.L.

Tax ID: B19732007

Carrer dels Banys Vells, 11, Right-hand Premises

08003 Barcelona · Spain

Email: hello@zhannaona.com

WhatsApp: +34 694 21 71 89