Exchange Policy

If for any reason you are not satisfied with the products that you have purchased, we will be happy to exchange it according to our easy exchange policy. 

 1.    Is exchanging possible with Zigzag?

Yes, you can exchange if only if it is an exchangeable item ( Please check the point 6 to view the products which are not exchangeable.) However, the items should be in the original condition with packaging. You can exchange item/items from 7 days of purchasing. Keep the labels and tags with the product (un-attached) and return with the original receipt. We would be grateful to hear the reason for exchanging the item as well. Exchange is possible only ONCE.

 2.    Can we return purchased goods?

We do not accept returns. However, if you find a damaged item when the goods are being delivered, please contact us at that very moment through +94727944924 

 3.    What if the delivered item is damaged?

We ensure that the quality and standards are met in our products and processes. In order to achieve the standards, we conduct a quality check to ensure the products are 100% damage free prior to the shipment.

Once you receive the order please check your items at the delivery point. Please contact us immediately if you find a damaged item and you will be able to return it or we will exchange it free of charge. Please note that we will not be responsible for the damaged items thereafter.

 4.    How do I exchange products to zigzag?

  1. Give us a call to +94727944924 within 7 days of purchasing.
  2. Pack the items in the same packaging in the original condition with labels and tags.
  3. You will receive a callback from us within 24 hours of your request with exchange details.
  4. Send the returning dress from your side to our address (Zigzag (pvt) Ltd, No 33, Lauries Road, Colombo 04 . Tel : 0727 944 924 ) Please inform us before sending the dress. Dress should be in original condition. Using pronto courier service we will receive the dress in 1 working day. Please note that the courier charges of the returning dress needed to be paid by the customer.
  5. Once the products are received to our warehouse, we will perform a quality check and exchange will be accepted only if the products are in proper condition.
  6. If the items passed with the quality check we will send you an email or call you back confirming the re order.
  7. Items which are not in the original condition will not be accepted hence the exchange will not be processed.

 5.      Can I get the new item delivered when exchanging the product?

If you are within Colombo City limits YES!. You get the new item delivered when exchanging the product if you have informed us prior to the delivery arrangement. You have to notify us about the new item that you need to get delivered via a call before we send the courier person. Please note that we will be doing the quality check before handing over the new item. If the exchanging item is not in the original condition we will not be able to handover the new item.

However for out stations we still cannot give the facility to exchange on the same day.

 6.    What items are not exchangeable?

  1. Items not in the original condition (ex: Damaged items, items with dirt/makeup/patches)
  2. Sale items
  3. Lingerie
  4. Swimwear
  5. Sarees
  6. Handbags
  7. Jewellery & Accessories
  8. Perfumes & Cosmetics
  9. Shoes
7.    I have ordered an incorrect size. Can I replace it with the correct size?

 Sure, we will replace it for you. Follow the process outlined in the exchange policy.


 8.    What will be the charge for the exchange?

Within Colombo District exchange will be FREE of charge.

For outstations, the returning dress courier charge needed to be paid by the customer.

  9.    Have you received the items which I sent for exchange?

If we have not confirmed you yet, please contact us through our numbers +94727944924