Refunds and Exchanges

Zen Apparel hope you will be delighted with your purchase but if for any reason you want to return an item we will accept returns within 14 days for refund or exchange (Please see the details below; and email to let us know you have returned an item).

 

RETURNS FOR REFUND

Product/s must be returned in the original packaging and in the same condition they were dispatched. This does not prevent customers from inspecting the product/s and/or trying them on. 

Customers must use the same method of postage and purchase compensation (insurance), if applicable to their order, or a local equivalent to return items.

 

Zen Apparel will cover any postage costs regarding returns or exchanges. 

 

When returned items are received you will be notified by email and your refund processed usually within 5 working days of receipt and inspection of goods. Refunds will always be processed within 14 days.

 

RETURNS FOR EXCHANGE

Product/s must be returned in the original packaging and in the same condition they were dispatched. This does not prevent customers from inspecting the product/s and/or trying them on. 

Customers must use the same method of postage and purchase compensation (insurance), if applicable to their order, or a local equivalent to return items.

 

Zen Apparel will cover any postage costs regarding returns or exchanges. 

 

Customers will NOT be charged shipping costs related to dispatch of the exchanged item. Adjustments will also be made to the amount charged where the exchanged item is of a higher or lower price than the original item. Details will be emailed and your exchange dispatched within 2-5 working days of receipt of any additional payment applicable. Where a refund is due Zen Apparel will process this to align with dispatch of the exchanged item.

 

PART RETURN OF ORDERS FOR REFUND OR EXCHANGE

Appropriate adjustments will be made to the terms, sections: ‘Returns for Refund’ or ‘Returns for Exchange’ or both of these sections where these apply to the particular order.

 

ITEMS LOST OR DAMAGED IN THE POST

If an item is lost or damaged in the post (fortunately this is rare) please be assured of our very best attention. We will ensure problems are rectified with minimal possible inconvenience to you. In return we will need you to provide us with all of the information required to process a claim for compensation with Royal Mail or other carrier.

 

If items are damaged Royal Mail require the item and the original packaging to be returned to them but in some cases will accept photographic evidence for items posted to international destinations. In the event of the latter customers must not dispose of the item or packaging, until the claim is settled, as it may be required. Customers agree to co-operate fully so a claim can be made. 

Claims for items lost or damaged in the post can only be made 15 working days, UK (10 working days for items posted UK Guaranteed); 20 working days, Europe; or 25 working days for the rest of the world after the order was posted. Royal Mail’s terms state it can take up to 90 days to fully investigate claims.

 

Customers agree to email within the time scales above if an item is not received; or within 2 working days if an item is delivered damaged.

 

ITEMS DELAYED IN THE POST:
There is no compensation available from Royal Mail for items delayed in the post for international mail (i.e. outside of the UK) - usual delivery times are 'aims' rather than 'guarantees'.

 

Within the UK compensation might be available for delayed items where a 'guaranteed delivery' service e.g. UK Guaranteed was used. Subject to receipt of compensation payments from Royal Mail or other carrier we will pass this on to customers.

CANCELLATIONS
We hope you will not want to cancel an order but if you do please notify us by email before your order dispatched. In this event, Zen Apparel will process a full refund usually within 5 working days of the order being cancelled. Refunds will always be processed within 14 days