FAQ – Frequently Asked Questions
Quick summary: Zaraff is a women's fashion boutique based in Offenbach am Main, Germany, selling evening gowns, prom dresses, cocktail dresses, bridesmaid dresses, maxi dresses, and graduation dresses. We currently ship to Germany and the Netherlands, with free shipping and a 30-day return window.
About Zaraff
What is Zaraff?
Zaraff is an online women's fashion boutique specialising in elegant evening dresses, luxury maxi gowns, prom dresses, cocktail wear, and bridesmaid dresses. We are based in Offenbach am Main, Germany, and currently serve customers in Germany and the Netherlands.
Is Zaraff a legitimate store?
Yes. Zaraff is a registered German business (VAT ID: DE456482834) operating in full compliance with EU consumer protection law. We are the seller of record for every order and handle all customer service and refunds directly.
What does Zaraff sell?
Our collection includes luxury evening and maxi gowns, prom and formal dresses, cocktail and party dresses, bridesmaid and bridal party dresses, rompers, and two-piece outfit sets, all designed for special occasions like prom, graduation, weddings, and parties.
Where is Zaraff located, and where do you ship?
Zaraff is based in Offenbach am Main, Germany. We currently ship to Germany and the Netherlands, with free shipping to both countries.
Sizing & Fit
What sizing system does Zaraff use?
We use EU sizing across our collection. Our Size Guide page has a full conversion chart and measurement details to help you find the right fit before ordering.
How do I know what size to order?
Check the Size Guide page on our site, which includes detailed EU measurements and fit guidance. If you are between sizes or unsure, our customer support team can help you choose based on your measurements.
What if the dress doesn't fit when it arrives?
If the fit isn't right, you can return the item within 30 days of delivery, as long as it is unworn, unwashed, unaltered, and still has its original tags.
Shipping & Delivery
How much does shipping cost?
Shipping is free for all orders to Germany and the Netherlands.
How long does delivery take?
Orders are processed with a handling time of 1–2 business days, followed by standard delivery of 6–12 business days to both Germany and the Netherlands.
Do you ship outside Germany and the Netherlands?
Not currently. Zaraff ships exclusively within Germany and the Netherlands at this time.
Can I track my order?
Yes, tracking information is provided once your order ships.
Payments
What payment methods do you accept?
We accept Apple Pay, Google Pay, Maestro, Mastercard, Visa, PayPal, Shop Pay, and iDEAL/Wero.
Is it safe to pay on zaraff.store?
Yes. All transactions are processed over encrypted (SSL) connections through trusted payment processors, and we never store your full card details on our servers.
What currency are prices shown in?
All prices are displayed in EUR and include applicable taxes unless stated otherwise at checkout.
Returns & Refunds
What is Zaraff's return policy?
You can return most items within 30 days of delivery. Items must be unworn, unwashed, unaltered, and have original tags attached. Final sale items are not eligible for return. EU customers also have a statutory 14-day right of withdrawal under EU consumer law.
How do I start a return?
Email support@zaraff.store with your order number and reason for return. We will respond within 1–2 business days with instructions. Please do not send items back before contacting us.
Who pays for return shipping?
The customer covers return shipping costs, unless the item arrived damaged or incorrect, in which case Zaraff covers it.
How long do refunds take?
Once we receive and inspect your return, refunds are processed within 14 days and issued to your original payment method, with an email confirmation once complete.
Contact & Support
How can I contact Zaraff customer service?
Email support@zaraff.store or call +49 176 15723353. Customer support hours are Monday–Saturday, 8:00 AM–5:00 PM CET, with replies typically within 1–2 business days.
What if I have a question not answered here?
Reach out anytime via email or phone, our team is happy to help with sizing, orders, shipping, or returns questions.