Refund policy

 

Size Guidance & Pre-Purchase Support

Due to the limited-edition and often made-to-order nature of our garments, we strongly encourage customers to contact us prior to purchasing if they are unsure about sizing or fit.

We are happy to provide detailed measurements, fit guidance, and styling advice to help you select the most suitable size. Please contact us at z.brutane@gmail.com before placing your order — our aim is to support informed purchasing decisions and reduce unnecessary returns wherever possible.

Right of Withdrawal (EU Customers)

In accordance with EU consumer protection law, customers located within the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.

To be eligible for a return, items must be:

  • unworn, unused, unwashed, and unaltered

  • in perfect, resalable condition

  • with all original labels and tags attached

  • returned in original packaging

When trying garments on, please handle them with care. Avoid wearing perfume, makeup, deodorant, or accessories that may leave marks or scent. Items showing signs of wear, damage, or misuse cannot be accepted for return.

Return Eligibility & Scope

Returns are accepted only for customers within the European Union.

At this time, we do not accept returns from outside the EU (including, but not limited to, the United States, Canada, Australia, and other non-EU countries).

This policy helps us limit environmental impact, administrative complexity, and customs re-import charges associated with international returns.

Non-Returnable Items

The following items are final sale and not eligible for return:

  • sale or discounted items

  • gift cards

  • custom-made, made-to-order, or personalized pieces

Due to the nature of upcycled and small-batch production, made-to-order garments are created specifically for you and cannot be returned.

How to Request a Return (EU Only)

To initiate a return, please contact z.brutane@gmail.com within 14 days of delivery, including your order number.

If your return request is approved, you will receive instructions on how and where to send your item.
Returns sent without prior authorization will not be accepted.

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Return Dispatch Timeline (EU Customers)

After notifying us of your decision to withdraw, returned items must be dispatched within 14 days from the date of notification.

We reserve the right to refuse returns that are shipped outside this timeframe.

Shipping Responsibility & Liability

  • Return shipping costs are non-refundable

  • We strongly recommend using a tracked and insured service

  • Customers are responsible for any customs duties, taxes, or fees incurred during return shipping

  • Zaiga Brutane Studio is not liable for lost, stolen, or delayed return shipments, uncollected parcels, or items returned to sender

  • Additional shipping or redelivery fees may be charged for uncollected parcels

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • refunds are issued to the original payment method

  • processing may take up to 10 business days

  • banks or payment providers may require additional time to reflect the refund

Refunds apply to the item value only. Original shipping costs, return shipping costs, customs duties, and taxes are non-refundable.

In some cases, full refund processing may take up to 30 business days, depending on international banking systems.
If more than 15 business days have passed since approval, please contact z.brutane@gmail.com.

Damaged or Incorrect Items

Please inspect your order upon arrival.

If you receive an item that is defective, damaged, or incorrect, contact us immediately at z.brutane@gmail.com, and we will resolve the issue promptly.

About Our Production

All garments by Zaiga Brutane Studio are designed and produced in Latvia, European Union, using reclaimed and responsibly sourced materials.

Due to the nature of upcycled design and small-scale local production, each piece is unique and may carry subtle variations that reflect its material history.