Refund policy
Returns & Exchanges Policy
At VERA, many garments are prepared only after an order is confirmed. Some items are made to standard VERA sizes, while others are produced or adjusted according to customer-specific measurements, selected length, personalization, or other specifications provided by the customer.
Eligible standard-size items may be returned or exchanged within 14 days from the date of receipt, subject to applicable Egyptian consumer-protection law and the conditions below.
Returned items must be:
- unworn and unused
- unwashed and unaltered
- free from perfume, body odor, perspiration odor, makeup, stains, damage, or signs of wear
- returned with original tags and packaging where applicable
- carefully repacked in a condition suitable for inspection
VERA reserves the right to inspect returned items before approving a return or exchange.
Items produced according to customer-specific specifications are not eligible for return or exchange due to change of mind when they conform to the agreed specifications.
This includes, where applicable:
- custom garment length
- customer-specific body measurements
- personal alterations requested by the customer
- customized embroidery, names, initials, text, thread color, placement, or other personal modifications
Standard VERA design details or standard embroidery included in the original product design are not considered personalization.
Measurements are entirely the customer's responsibility. The measurements provided when confirming the order are the ones used for production. Actual measurements must be provided without any extra allowance, and the customer alone is responsible for the consequences of inaccurate measurements and any allowance she adds. This includes measurement errors caused by a lack of proper measurement technique, bending over, standing on tiptoe, or wearing shoes while measuring.
We do not accept exchanges or returns due to inaccurate measurements provided by the customer, and we do not offer free shortening to correct them.
The customer bears the full cost of shortening and shipping both ways. Length alteration is limited to shortening only; lengthening is not available.
Please check your measurements before confirming your order. Completing your purchase means you agree to our policies.
If an item is defective, damaged, incorrect, or materially non-conforming, please contact VERA as soon as reasonably possible.
To help us investigate a defect or non-conformity, we may request:
- order number
- date of receipt
- description of the issue
- clear close-up photographs
- wider photographs showing the full item
- video where useful
VERA may inspect the returned item professionally to determine the likely cause of the issue. This does not limit any statutory consumer right.
For exchange, return, or size alteration requests that VERA accepts as an additional service outside cases guaranteed by law, the customer bears the shipping costs after being informed of the cost and agreeing to it.
Approved refunds are processed using the original payment method unless another lawful method has been expressly agreed.
Where applicable, refunds will be processed within the legally required period after VERA receives and verifies the returned item.
Returns and exchange requests:
support@verazolotareva.com
Please include your order number in all correspondence.
Nothing in this policy limits any mandatory rights available to consumers under applicable Egyptian law.