Exchanges & Returns
We have a clear and simple returns policy. If you want to return something for any reason at all, you can do so with no hassle whatsoever!
You have up to ONE MONTH to make your mind up about any order.
As long as we receive the returned item, unused, in its original packaging and in a resaleable condition within one month of you receiving your order, we'll exchange or refund it, no questions asked.
Please note, sale items work slightly differently. You can return your order for any reason at any time within 7 working days after the day you receive it, for a full refund of your goods excluding the postage paid to send it to you.
If you don't like an item- no problem- just send it back to us and, depending on your preferences and stock levels, we'll either exchange it or give you a full refund. Follow the instructions on the packing slip enclosed with your order and complete and enclose the Returns Form indicating whether you would like an exchange or a refund.
If you no longer have the packing slip, just send us a brief note with your name, address, postcode and contact number and ideally your order number. Make sure you tell us whether you would like an exchange or refund. It would also be helpful if you could tell us why you are returning the item so that we can improve our service.
(If you are returning a gift, please remember to include the buyer’s name and address as well as yours.)
If you are returning goods for refund or exchange, please send them to:
ZY Retail Ltd, The Redlands,
You will have to pay for return postage yourself, however, we will happily post you out a different size or style for free.
We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us. If you are returning goods from outside of the UK, ensure that the parcel and any paperwork attached to it are clearly marked as ‘returned goods’. This will avoid your parcel being held by local customs and possibly incurring duties which we do not pay and therefore, may result in the package being returned to you.
We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7 days for your return or exchange to be processed. Note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can’t stop the payer from finding out. Sorry.
We will send all exchanges out to you within 24 hours of receiving the original items back. Please ensure you check that the size you require is in stock before completing your exchange form.
We will be happy to exchange for the same item all products that are damaged, faulty or incorrectly shipped through any circumstance that is our error within one month from the date of despatch. In the unusual event that goods are faulty and a refund is requested, this refund will include the cost of sending the products to you and the cost of returning the products to us.
If the item you require in your exchange is more expensive than that originally purchased – we can request the difference via Paypal. We need the email associated with your Paypal account to do this. Once those monies are received by us, we will send out your exchanged item.
If you haven’t submitted an order, you may clear the items in your shopping basket at any time by clicking the ‘X’ button next to the product you do not wish to purchase in your shopping basket.
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures.
Once we've heard from you in writing that you wish to cancel an order, any sum debited to your credit or debit card will be re-credited to that credit or debit card within 14 days of the date that we received your notice of cancellation, provided the goods you return are in the same condition that they were when delivered to you and in the same packaging. You will be liable for any charges incurred when returning the goods to us unless the return is as a result of an error by us.