FAQs:

WHEN WILL MY ITEMS BE SHIPPED?

All products will have a 3 full business day processing time before they are shipped using the shipping method selected at checkout. If you place your order on a Monday, this means it will be shipped by Thursday. You will receive an email including tracking # when your item has shipped. Our shipping team operates Mondays - Fridays, 9am - 6pm PT, excluding major holidays.

HOW WILL MY PURCHASE HELP IN THE FIGHT FOR GIRLS' EDUCATION?

$5 from each purchase of the Forever Yours Sweater, $5 from each purchase of our Girl of My Dreams Cardigan, $2 from each purchase of the Embrace Me Scarf and $2 from each purchase of the Take Care Scruchie & Mask Bundle will go directly to JAAGO Foundation in Bangladesh. JAAGO Foundation is the home for Nabela's non-profit, Noor House which provides free education and resources to underprivileged Bangladeshi children. 

HOW ARE OUR PRODUCTS MADE?

Every custom design begins with either a sketch, digital design, or physical prototype.  Once design concept and prototype is confirmed, our carefully selected factories that adhere to strict ethical sourcing practices will provide us with a variety of relevant options to create the first true sample.  These raw items can include fabric swatches, taping, and hardware trims such as zippers, buttons, and grommets.  Each original sample then becomes the foundation from which we build.   We closely collaborate with our design team and our factories to bring our creative imagination to life as we spend weeks, months, sometimes even years, to get to what we feel is the perfect product before launching at retail for all to enjoy.

ARE OUR PRODUCTS ETHICALLY MADE?

Absolutely.  We only use ethical socially compliant certified factories that undergo strict routine audits by internationally recognized third party inspections to ensure fair wages and safe working conditions, with a strong stance against any form of child labor practices.   Before we move forward with any level of production or development, every factory we use is inspected first hand by a member of our sourcing team to verify and cross check all documentation of social compliance and ethical labor practices. 

WHERE ARE OUR PRODUCTS MADE?

Our manufacturing partner is Guotai USA. Our ethical factories are strategically positioned all around the world to deliver the highest quality goods at a fair price.  Countries of origin include: USA, Mexico, China, India, Bangladesh, Vietnam, Cambodia, Pakistan, Turkey.

WHAT ARE THE WORKING CONDITIONS IN THE FACTORIES AND ARE THE WORKERS PAID LIVABLE WAGES? 

Safety is the first priority in all of our factories. Strict social distancing and sanitation policies are in place across all facilities. Workers are always paid fair wages and have regular breaks as required by law.  All facilities are well ventilated and cleaned daily.  The factories have cafeterias on site serving well balanced restaurant quality meals and provide workers with uniforms and equipment as needed for their position.  It is also common for our factories to cover relocation expenses and new housing for workers’ families to provide them with a better life.

MY ORDER SHIPPED, BUT MY TRACKING LINK DOES NOT WORK.

Once your order ships, please keep in mind that it can take up to 48 hours for the tracking link to update with your order status.

WHAT ARE THE SHIPPING OPTIONS?

 

We currently offer Standard Ground shipments and Standard International shipments.

Domestic orders shipped via Ground Shipping are shipped within 3 full business days and arrive in 4 - 10 business days. International orders shipped via Standard International Shipping are shipped within shipped within 3 full business days and arrive between 3 - 6 weeks. To determine shipping days, begin with the first business day after your order is shipped. Orders will not be delivered on holidays. 

 

For international shipments, customer is responsible for any duties and fees at customs. Delays may occur at customs and this is out of our control. As always please feel free to reach out to us anytime at zeba@btsgroup.co if you have any other questions regarding shipping and a member of our Customer Support team will get back to you as soon as possible, during normal business hours, 9am PST to 6pm PST, Monday through Friday (excluding major holidays and weekends). 

WHAT IS THE REFUND POLICY?

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at zeba@btsgroup.co. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you need a different size or item than was purchased, you must reach out to us within 24 hours of purchase date and time in order for us to make the update to your order. You can always contact us for any return question at zeba@btsgroup.co.

DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
 

EXHCHANGES
In all efforts to remain sustainably conscious and not produce waste, we purchase in smaller quantities, so there's a chance we will not have inventory for an item you wish to exchange to. If this is the case, we will issue a refund. 

 

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 3-5 business days for your bank or credit card company to process and post the refund too. 
 

LOST ORDERS OR ORDERS STILL IN TRANSIT
If your order has shipped, but you haven't received it within the quoted shipping timeframe stated at checkout, please allow for 3-5 days after quoted due to COVID-19 delays. Keep in mind that once orders have left our fulfillment center, we have no control over how long it takes for the carrier to deliver to your shipping address. We have the exact same visibility to the shipment status that you do. If it's 5 days after the quoted timeframe, please email us at zeba@btsgroup.co with your order #.


TRACKING INFORMATION STATES PACKAGES AS DELIVERED, BUT NEVER RECEIVED
Zeba does not hold nor accept responsibility nor issue refunds or credits for packages that the courier confirms as delivered or items lost, stolen, or stuck in transit. Please contact your local postal service to locate your order.
 

WRONG SHIPPING ADDRESS ENTERED FOR ORDERS
If you've placed an order and realized you entered in the incorrect shipping address for your order, please email us at zeba@btsgroup.co with your order # and correct shipping address within 2 hours from placing order. If your order ships before you realize the incorrect shipping address has been entered, unfortunately, there is nothing we are able to to do intercept your package with the shipping carrier to re-route it to the correct shipping address. Once shipped, we will not be able to refund your order. If your order gets shipped back to us due to incorrect address, we will re-ship it to you.

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