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Terms ans Conditions

Please read this carefully before placing your order .

TERMS AND CONDITIONS OF SALE

1. THESE TERMS

1.1. What these terms cover. These are the terms and conditions on which we supply our beautiful fur/faux fur garments to you.

1.2. Please read these terms carefully before you submit your order to us. These terms tell you how we will provide products to you, how you and we may change or end the sale, what to do if there is a problem etc



2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1. We are Tzarina Furs FZE Limited a company registered in Dubai. Our company registration number can be obtained by written request , just email us at contact@tzarinabyollia.com


2.2 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. Please make sure you provide us with the correct information, if you don't do so, we will not be liable for any damage or delay in shipment it can cause , do keep that in mind .




3. OUR RELATIONSHIP WITH YOU or the 'sale'

3.1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website have a reasonable tolerance. If you would still like to be re assured about any of the above while we are in the process of making your jacket , please email us on contact.tzarina@gmail.com , one of our team members will get back to you within minutes . You can ask for color swatches /photos of lining , and fur if you wish to do so for your own piece of mind .

3.2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because the country in which you live prohibits the supply of our Product or because we are unable to meet a delivery deadline you have specified. Please note we do not tolerate any kind of harassment, disrespect towards our hard work and time . When we take your order we put our hearts and souls into it, please appreciate that :)



4. OUR PRODUCTS

4.1. We are a couture brand ,a fully bespoke fur house , this means that after you place your order we may email you within minutes to ask you for your chest and hip measurements , please note , we keep records of every email and we will not be responsible if you give us wrong measurements and then the item does not fit, however if you can provide us with your bra size on request this will be sufficient for our tailors to work their magic on the perfect fit for you .

If you would like to add any details to your order , for example a different shade of lining, you may do so after placing the order , just email us at contact.tzarina@gmail.com ( Faux fur items can not be changed in design and colours , or modified )

4.2 Product packaging may vary. The packaging of the product may vary from country to country. If we ship long haul we must wrap every item very tightly into plastic , this is done to avoid any possible damage to the fur , hooks and other details . When the product arrives please let it hang for 48 hours before trying it on, the jackets must take their original shape and form and also fluff up after travelling.



5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered please contact us .We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.



6 .PROVIDING THE PRODUCTS

6.1. Delivery costs. The costs of delivery will be absorbed by us.

6.2. When we will provide the products. We will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order unless we are required to obtain additional approvals in order to deliver the Products to the country in which you live. If this is the case we shall advise you that the delivery date is likely to be delayed until such approval is obtained.

6.3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control like delays within the courrier service then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us and give us alternative address if you are traveling . Please understand that we do everything we can to minimise these cases but they do happen , we keep track of every delivery , the item cant be lost or NOT delivered so we would appreciate if you work with us and not against us in such cases .



7 .YOUR RIGHTS TO END THE CONTRACT

7.1. You can always end your consumer relationship with us. Your rights when you end it will depend on what you have bought, whether there is anything wrong with it, and when you decided to changed your mind

If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), 


If you have just changed your mind about the product, You may be able to get a refund if you are within the cooling-off period, ( 5 days ) but this may be subject to deductions and you will have to pay the costs of return of any goods



When you can return the product and ask for a FULL refund :

1) if the product came severly damaged, for example you are missing lots of fur , the lining is ripped , color is washed out ( if you find that you are missing a detail such as a small button , we will ship you a new one at no extra charge and it will be with you within 3 days worldwide )



2) if you gave us correct measurements but we made a mistake and shipped you a wrong size



3) if we shipped you a severly wrong shade , for example if your ordered navy and we shipped you pink, or if you ordered beige and we shipped you black



4) if you simply changed your mind , please understand that as we are a bespoke brand , we have extremely high costs of making your items we also dont accept other orders until we make yours, so we will keep 40% of the purchase price , however , we make sure that you will never want to return your furs by making them stunning. Our return rate is less then 1% , so on every 100 orders we get one or two return requests maximum.

5) the refunds will be processed between 14-18 days in some cases less then ten days ( normally for faux fur items )



6) Faux fur items can be returned for a full refund if the item came damaged , not as described or of a poor fit. We may ask for photos for our own files and records in order to constantly improve our service and quality. If you simply changed your mind , you will be liable for the shipping costs .

 

7) Full refunds will be issued if the item you ordered is in stock and does not need any thing done to it. For example , if you order a parka, say in size Small and you have standard or close to standard measurements . But if you order a jacket and you have a larger bust and smaller hips / or you have a smaller bust but you are tall, or if you are petite but have a bigger bust for your frame etc - we will have to make it according to your measurements as the risk of a mis fit is very high. 

 

8) once again, make sure you give us a correct email, correct address , CORRECT measurements i.e bra size and anything else we may ask you on request like height ..sit back , relax and let us deliver you an item you will treasure for many years to come- its a guarantee . 



regards,



Tzarina By Ollia Bespoke













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