Returns

CHANGE OR CANCEL AN ORDER

Occasionally things happen. If you do wish to change or cancel an order IMMEDIATELY contact our
customer service team on WHATSAPP/TELEGRAM +44 7849 502790. 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 and is not found to be faulty we cannot accept any returns.
If, however, your order is obviously incomplete or damaged then please telephone

+44 7849 502790 or email info@zoealexanderuk.com

Our customer service team immediately on or within one week 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 write on the packing note or a copy of the original invoice the reason for return, include all relevant information you believe necessary, 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 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.
Our returns address is:
Zoe Alexander S.R.L.
Strada Principala 118,
Sahateni,
Jud. Buzau.
127535
Romania
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 find an item faulty or in the unlikely event a poor fit, and need to return that item bought from Zoe Alexander, we’ll be happy to refund that product providing it’s in a fully saleable* condition or found to have a manufacturing fault. Returns should be made within 28 days in original, undamaged packaging.** Please see below for exceptions to this policy.
Under the Consumer Contracts Regulations 2013, as the purchaser if you notify us in writing (including by e-mail) of your wish to return an item within 14 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 tag still attached (for clothing and accessories).
Exceptions:
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.
Items made to bespoke colours or measurements given by the customer or personalised with names cannot be returned for a refund. If colours or measurements are inaccurate we cannot be held liable for the products made.
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.

Delivery charges

We will refund the purchaser any delivery charge paid to Zoe Alexander SRL when a product is faulty or damaged. We do NOT accept refunds if you change your mind about your purchase after we have confirmed with you the sizes ordered are correct and can be processed. If you find a fault 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 fully refund the product purchase price you may have paid to Zoe Alexander SRL.**
* 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.

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