Refund & Returns Policy

1. Your Right to Return

If you change your mind about a purchase, you may return most items to us within 7 calendar days of delivery for a full refund, provided they are in their original, unused condition, with all tags intact and packaging undamaged.
This is your right of withdrawal under the UK Consumer Contracts Regulations.

2. How to Return an Item

If you would like to request a return or refund, please contact us directly via one of the following methods:

Please include the following details when you contact us:

  • Your order number

  • A brief explanation of the issue

  • Clear images showing the item(s) and any defect, damage, or reason for return

Our customer care team will review your request and provide you with instructions for the next steps, including how to return your item if necessary.

Once we receive and inspect your return, we’ll notify you by email of the refund status.
Refunds will be processed back to your original payment method within up to 14 days from the date we receive the goods.

3. Refunds

  • Refunds will be made to the original payment method.

  • If you paid for express shipping and are returning under “change of mind”, those express-shipping costs may not be refundable.

  • If you purchased multiple items and are returning only some, we may refund a pro-rata share of the shipping cost.

  • Please allow up to 14 days for the refund to appear in your account after we have processed it — this timeframe depends on your card issuer or payment provider.

4. Exchanges

We do not offer direct exchanges. If you’d like a different size or colour, please return your original purchase for refund and place a new order for the preferred item.

5. Faulty or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

  • Please mark the return reason as “Faulty” or “Incorrect item shipped”.

  • Pack the item securely and send it back using our returns process.

  • We will inspect the item and, if we determine it is a valid fault, we’ll refund the full cost of the item and return shipping cost.

  • If an item is incorrectly shipped, we’ll refund you the full cost once we have confirmed the return.

6. Condition of Returned Items

Items must be returned in a condition suitable for resale: unworn, unwashed, with original packaging and tags intact. If the item shows signs of wear, damage, or use beyond normal checking, we may refuse the refund or offer a partial refund.

7. What’s Not Eligible for Return

  • Customised or personalised items (unless faulty).

  • Items marked as “Final Sale” (if listed as such).

  • Items returned without appropriate proof of purchase or via an incorrect method, bearing our risk of loss or damage.

  • Goods that have been clearly used beyond inspection, or that lack original packaging/tags.

8. Contact Us

If you have any questions regarding returns or refunds, please contact us:
Email: sales@zafora.co.uk
Phone: 07949411023