Terms of Service
SHIPPING, EXCHANGES & RETURNS
At ZHANNAONA, we believe that your shopping experience should be as transparent and carefully considered as the process behind creating each of our garments.
Every order is prepared with the same attention to detail with which our pieces are designed and handcrafted in Barcelona. We work with a small selection of ready-to-ship garments alongside a responsible production model based on limited series.
ORDER PREPARATION
We keep a small selection of garments available for immediate dispatch. However, many of our pieces are produced in limited batches or prepared specifically for each order as part of our commitment to responsible production rather than mass manufacturing.
If the garment you have ordered is not available in stock at the time of purchase, we will contact you personally to inform you of the estimated production time.
If you provide your telephone number during checkout, we may keep you conveniently informed via WhatsApp about the preparation and status of your order.
In most cases, preparation takes no longer than 4 business days before dispatch. If, exceptionally, more time is required, we will notify you in advance so that you may decide whether you prefer to wait, modify or cancel your order before it is shipped.
DELIVERY TIMES
Once your order has been dispatched, the estimated delivery times are:
- Spain: 2–5 business days.
- European Union & Andorra: 3–5 business days.
- Americas: 5–8 business days.
- Asia: 5–8 business days.
- Rest of the World: 5–8 business days.
These delivery times are estimates and begin once the order has been dispatched. They may be affected by public holidays, peak shopping periods, strikes, logistics disruptions, customs procedures or adverse weather conditions.
Whenever possible, we will provide a tracking number so you can monitor the progress of your shipment.
SHIPPING COSTS
Shipping costs are calculated according to the destination and will always be displayed before you complete your purchase.
| Destination | Shipping | Free Shipping |
|---|---|---|
| Spain | €4.95 | From €200 |
| European Union & Andorra | €14.95 | From €200 |
| Americas | From €34.95 | From €600 |
| Asia | From €34.95 | From €600 |
| Rest of the World | From €34.95 | From €600 |
The final shipping cost will always be displayed before payment is confirmed.
ORDERS OUTSIDE THE EUROPEAN UNION
Orders shipped outside the European Union may be subject to customs duties, import VAT, local taxes or customs handling charges imposed by the authorities of the destination country.
These charges:
- are not included in the product price;
- are not included in the shipping costs;
- must be paid by the customer.
ZHANNAONA has no control over these charges, as customs regulations vary from country to country.
We recommend checking with your local customs authority before placing your order.
EXCHANGES & RETURNS
We want you to shop with complete peace of mind.
You have 14 calendar days from the date of delivery to notify us of your intention to return an item.
Once your return has been requested, you will have a further 14 calendar days to send the product back.
To request a return, simply email us at:
Please include your order number and the item you wish to return.
RETURN CONDITIONS
To be eligible for a return, the garment must:
- Be unused, except for handling reasonably necessary to examine its nature, characteristics and size.
- Be clean and in perfect condition.
- Not have been washed.
- Be free from make-up, perfume, odours or any other signs of use.
- Include all original tags and accessories.
- Be properly protected for transport.
ZHANNAONA reserves the right to reduce the refund amount if the garment has suffered any loss of value resulting from handling beyond what is necessary to examine its characteristics.
ITEMS THAT CANNOT BE RETURNED
The following items cannot be returned:
- Made-to-order garments.
- Personalised garments.
- Made-to-measure garments.
- Underwear, swimwear or other intimate products once unsealed, for hygiene reasons.
- Any other products excluded under applicable legislation.
These exclusions do not affect your statutory rights in the event of manufacturing defects or shipping errors.
FREE RETURNS
Returns are free of charge for orders delivered to:
- Spain.
- Andorra.
- European Union countries.
To arrange a free return, please contact us in advance. We will provide the appropriate instructions and, where applicable, a prepaid return label or return procedure.
For orders delivered outside Spain, Andorra and the European Union, customers are responsible for the return shipping costs as well as any customs duties or taxes associated with the return.
SIZE OR STYLE EXCHANGES
If you would like to exchange your garment for a different size or another style, please contact us before returning the item.
Our team will help you find the best solution depending on stock availability.
If there is a price difference between the products, the corresponding amount will be charged or refunded.
FAULTY PRODUCTS OR INCORRECT ORDERS
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible by sending photographs of the issue to:
After reviewing your case, we will provide the most appropriate solution in accordance with applicable consumer legislation, which may include repair, replacement, price reduction or a full refund.
In these cases, all shipping costs will be covered by ZHANNAONA.
REFUNDS
Once your return has been received and inspected, we will notify you by email of the outcome.
If your return is approved, the refund will be processed using the same payment method used for the original purchase.
Refunds will be made within the legally applicable period. In certain cases, we may wait until we have received the returned goods or proof of shipment before issuing the refund.
Standard delivery costs will also be refunded where required by applicable law. If the customer selected a delivery method more expensive than the standard shipping option offered by ZHANNAONA, the additional cost will not be refunded.
DELAYED REFUNDS
If you have not yet received your refund:
- Check your bank account again.
- Contact your card issuer.
- Contact your bank, as some financial institutions require several business days before the refund appears.
If, after completing these checks, you still have not received your refund, please contact us at:
ORDER CANCELLATIONS
You may request to cancel or modify your order provided that preparation has not yet begun and the order has not been dispatched.
Some garments enter production shortly after an order is placed. For this reason, it may not always be possible to cancel or modify an order once production has started.
CUSTOMER SERVICE
If you have any questions before or after placing your order, we will be happy to help.
Email: hello@zhannaona.com
If you have provided your telephone number, we may also contact you via WhatsApp to keep you informed about the preparation and shipment of your order.
COMPANY INFORMATION
ZHANNAONA S.L.
Tax ID (CIF): B19732007
Carrer dels Banys Vells, 11, Local Derecha
08003 Barcelona · Spain
Email: hello@zhannaona.com
Telephone: +34 694 21 71 89