Refund policy

At Zane Orsini, every piece we craft is a statement of mastery. If, for any reason, your order does not meet your expectations, we offer a transparent and hassle-free return process within 30 days of delivery, provided the items meet our return standards.

1. Return Eligibility

To be considered for a return, items must:

  • Be unused, in perfect condition, and in their original packaging
  • Include all original labels, accessories, and components
  • Be accompanied by proof of purchase (order number or confirmation email)
  • Be shipped via a trackable courier service

Returns sent without prior authorization from our Concierge team will not be accepted. Zane Orsini cannot be held responsible for lost or untracked returns.

2. Items Not Eligible for Return

Due to their nature, the following cannot be returned:

  • Custom-made, personalized, or made-to-order products
  • Digital gift cards
  • Clearance or final sale items
  • Items that have been altered, damaged, or worn

3. Initiating a Return

To start a return, contact our Concierge team at concierge@zaneorsini.com with:

  • Your order number
  • Reason for return
  • Photos or video evidence for damaged, defective, or incorrect items
  • Full name and delivery address

Our Concierge team will review your request within 3 business days and provide return instructions and the appropriate shipping address.

4. Return Shipping

  • All returns must be shipped via a trackable courier to the address provided by our Concierge team
  • Returns due to our error (damaged, defective, or incorrect items) will be fully covered. 
  • Returns for personal reasons (change of mind, incorrect order, no longer desired) require the client to cover shipping costs. A 10% restocking fee will also apply

5. Refunds

Once your return is received and inspected:

  • Approved returns will be refunded to the original payment method within 10 business days
  • Refund timing may vary depending on the payment provider
  • If a return is declined, we will provide a clear written explanation

6. Damaged, Defective, or Incorrect Items

Inspect all items upon delivery. If an item is damaged, defective, or not what you ordered, contact concierge@zaneorsini.com immediately with supporting photos. We will arrange a replacement or full refund promptly at no additional cost.

7. Exchanges

We do not offer direct exchanges. To select a different item, return the original following our standard process and place a new order. Refunds will be processed according to this policy.

8. Order Cancellations

  • Orders may be canceled within 12 hours of purchase, subject to a 15% administrative fee
  • Once an order has shipped, cancellation is no longer possible
  • Failed delivery due to incorrect or incomplete address, refusal, or unclaimed parcels will incur a 15% restocking fee

9. Contact Information

Store Name: Zane Orsini

Email: concierge@zaneorsini.com

Address: 207 Regent Street, London, W1B 3HH, United Kingdom

Telephone: +447848148705

Customer Service Hours:

Monday–Friday: 9:00 a.m. to 5:00 p.m. (EST)
Saturday: 10:00 a.m. to 4:00 p.m. (EST)
Sunday: Closed

We aim to respond to all messages within 24 hours.