Refund policy
Returns Summary
You may initiate a return within 30 days of the delivery date. Refunds are processed within 7 days after we receive and inspect the return (or upon receipt of satisfactory proof of return).
Return shipping costs: Customers are responsible for return shipping costs for change-of-mind returns. For items that are faulty or not as described, we will cover reasonable return postage once validated.
Restocking fees: We do not charge any restocking fees.
Nothing in this policy affects your statutory rights under UK law.
How to Initiate a Return
Contact us first: Email our team at info@zerando-london.com with your order number and reason for the return. We will provide you with the correct return instructions and confirm the designated return warehouse address in Ningbo, China. Please do not send returns to the registered company address or the address on the parcel without prior confirmation.
Pack your item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
Send it back: Drop your package off at the nearest shipping carrier location as per the instructions in the return authorisation email.
Return Conditions
Items must be unused, unwashed, unworn, and unaltered, with all original tags attached.
Items must be returned with original packaging.
Include the return reference inside the parcel or on the label; where possible, return items from the same order in one parcel.
Custom-made or clearly personalised items are non-returnable unless faulty.
Exclusions from the Right of Withdrawal
Goods made to the consumer’s specifications or clearly personalised.
Sealed items not suitable for return for health/hygiene reasons once unsealed.
You may handle the goods to the extent necessary to establish their nature, characteristics and functioning (as you would in a shop). Where handling goes beyond this, we may deduct an amount to reflect any diminished value in accordance with the UK Consumer Contracts Regulations.
Certain intimate apparel (e.g., bras) where hygiene seals/tags have been removed.
Damaged or Incorrect Items
If an item arrives damaged, defective, or incorrect, please contact us as soon as possible at info@zerando-london.com with photos, your order number, and a brief description. You may initiate a return within 30 days of delivery for a replacement or refund, and we will cover reasonable return postage for validated cases. Nothing in this policy affects your statutory rights, including your right to reject faulty goods within 30 days under UK law.
Exchanges
We accept returns for exchange subject to stock availability. Email info@zerando-london.com and we will advise the quickest route (direct exchange or return + re-order).
Refunds
Once your return is received and inspected, we will email you a confirmation.
Approved refunds are issued to your original payment method within 7 days of inspection (or upon receipt of satisfactory proof of return).
For cancellations under the UK Consumer Contracts Regulations, we refund the standard outbound delivery cost. Any supplement you selected for enhanced/express delivery is non-refundable. For change-of-mind returns outside CCR or where enhanced delivery was chosen, outbound shipping is not refundable.
Late or Missing Refunds
If you have not received a refund after our confirmation, please check with your bank or card issuer. Posting times can vary. If it still has not appeared, contact us at info@zerando-london.com.
Cancellations
To cancel an order, contact info@zerando-london.com as soon as possible before dispatch. We process orders quickly; cancellations cannot be guaranteed once an order has entered processing or shipped. If dispatch cannot be stopped, you may use the return process above.
Return Postage & Address
Change-of-mind returns: customers are responsible for return shipping costs.
Faulty / not-as-described items: we cover reasonable return postage once the issue has been validated.
Please use a tracked service and retain the receipt as proof of postage.
Return warehouse address: No. 160 Nijiayan Road, Jiangbei District, Ningbo, Zhejiang 315000, China
To ensure your parcel reaches the correct warehouse and is processed quickly, please contact us before sending your return so we can provide your return reference and confirm the instructions. Please do not send returns to the registered company address in London or to the address printed on the package without prior confirmation.
Contact Information
Store Name: Zerando London
Email: info@zerando-london.com
Telephone: +442045770541
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT)
Customer service will respond within 24 hours on business days.
Business Information
Zerando London is operated by MAXTMARK LTD
Company registration number: 16468174
D-U-N-S Number: 233822495
Registered Office (Administrative Only): 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
Warehouse : No. 160 Nijiayan Road, Jiangbei District, Ningbo, Zhejiang 315000, China