Return & Refund Policy

At ZA-Zola, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.

1. Your Right to Cancel (UK & EU Customers)

If you are purchasing as a consumer in the United Kingdom or European Union, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right of cancellation, you must notify us by email before the 14-day cancellation period expires.

Email: zazolaofficial@gmail.com

Once your cancellation request has been accepted, you must return the item within 14 days of receiving our return instructions.

2. Eligibility for Returns

To be eligible for a return, the item must:

Be returned within the permitted return period.
Be unused, unworn, unwashed, and in its original condition.
Include original tags (where applicable).
Be returned in the original packaging.
Be accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Underwear, lingerie, swimwear, or intimate apparel (unless faulty)
Earrings or pierced jewellery (unless faulty)
Personal care products
Gift cards
Digital products
Clearance or final sale items clearly marked as non-returnable
Customised or personalised products

These restrictions do not affect your statutory rights if an item is faulty or not as described.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Damaged
Defective
Incorrect
Missing parts

Please contact us within 48 hours of delivery.

Email: zazolaofficial@gmail.com

Please include:

Order number
Description of the issue
Clear photos showing the problem

After reviewing your claim, we will offer an appropriate solution, which may include:

Replacement
Full refund
Partial refund

No return shipping costs will be charged where the fault is confirmed.

5. Items Ordered in Error or Change of Mind

If you simply changed your mind or the item is not suitable:

You may request a return within 14 days of delivery.
Return shipping costs are the customer's responsibility.
Original shipping charges are non-refundable.

Please do not return any item without first receiving return authorisation from ZA-Zola.

Unauthorised returns may not be accepted.

6. Return Process

To request a return:

Email us at zazolaofficial@gmail.com
Include:
- Order Number
- Reason for return
Our support team will review your request.
If approved, we will provide return instructions and the appropriate return address.

Please note:

Our products are supplied through international fulfilment partners.
Return addresses may vary depending on the supplier and warehouse location.
Do not return products to the address shown on the parcel unless instructed.

7. Return Shipping

Unless the item is faulty, damaged or incorrectly supplied:

Customers are responsible for return postage.
Customers are responsible for ensuring returned items arrive safely.
We recommend using a tracked shipping service, as we cannot be responsible for parcels lost during return transit.

8. Inspection of Returned Items

All returned items are inspected upon arrival.

If the returned product:

Shows signs of wear,
Has been washed,
Is damaged by the customer,
Is missing original packaging,

we may reduce the refund amount or refuse the refund where permitted by law.

9. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Refund processing times:

We aim to process approved refunds within 5 business days.
Your bank or payment provider may take an additional 5–10 business days to credit your account.