CHANGE OR CANCEL AN ORDER - change of mind? Not what you expected? Damaged?!
Occasionally things happen. If you do wish to change or cancel an order contact our customer service team on 01227 455495. We'll do our utmost best to sort it out for you as quickly as possible!
In the event your order has already been delivered, don't panic! Simply follow our returns procedure detailed below.
If your order is obviously incomplete or damaged then please telephone 01227 455495 or email (firstname.lastname@example.org ) our customer service team immediately on or within 48hrs of delivery. They will help you with whatever worry you have with your purchase.
Returns procedure - getting it back to us to have a refund
To help us to help you, when returning your order to us, please fill out both sides of the returns paperwork, include all relevant information requested please, and include that with your return. If you do not have the original paperwork then please include a note detailing your name, address and any contact details, the order number, the stock number, and the reason for the return; this will assist us to identify the order in able to complete the return. Remember, the more we know the easier it is for our team to help you!
For your protection please return goods to us using a service that requires a signature on delivery and please retain your proof of posting.
The returns address is:
Zoe Alexander UK Ltd.
9A The Ness,
Kent. CT1 3NL.
Please see below for details of our refund policy.
Refund policy - the legal stuff!
We really hope you'll be pleased with your purchase. However, if you should change your mind, and wish to return anything bought from Zoe Alexander UK Ltd, we'll be happy to refund or exchange a product providing it's in a fully saleable* condition. Returns should be made within 28 days in original, undamaged packaging.** Please see below for exceptions to this policy.
Under the Distance Selling Regulations, as the purchaser if you notify us in writing (including by e-mail) of your wish to return an item within 7 working days of receiving it, we will refund you for both the purchase price and the delivery charge. Please make sure you take reasonable care of the item while it's in your possession, and that it is returned to us unworn, unwashed with the original Zoe Alexander UK tag still attached (for clothing & accessories), and jewellery is returned in its original packaging.
Exceptions: (Please note for hygiene reasons we are unable to accept returns for earrings).
If the product returned arrives with us in a non-saleable** condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Please allow 14 days for us to process your returns. Credit card refunds will appear on your next bank or credit card statement.
Refunds can only be made to the original card of purchase.
We will refund the purchaser any delivery charge paid to Zoe Alexander UK Ltd when a product is faulty or damaged. Should you buy a product online and change your mind about it, providing you notify us in writing within 7 days of receiving it and return the order in full within 28 days of purchase we will refund the product purchase price you may have paid to Zoe Alexander UK Ltd.**
* None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.
** Saleable condition means that the product is unworn, unwashed and has all original labels attached and is returned in its original packaging.