Returns/Exchanges

RETURNS & EXCHANGES

We currently do not except returns due to hygiene reasons however if require an exchange please get in touch.

If your purchase was not suitable, we except exchanges for new sizes.

       EXCHANGES:

Need a different size? We are happy to issue exchanges on items such as:

Self – Love Slip Dresses
Chakra Bralette
Quartz Bra
T- shirts

  • Items must not have been worn or damaged and must be in original packaging
  • Items must have all tags and security ribbons attached & untouched
  • Return parcels must have reference to Order Name or Order Number to allow us to identify the orderITEMS NOT ELIGIBLE FOR EXCHANGE: 

    Briefs & Thongs (Hygiene Reasons)
    Bodysuits ( Hygiene Reasons)

  • Items must not have been worn or damaged and must be in original packaging
  • Items must have all tags and security ribbons attached & untouched

Return parcels must have reference to Order Name or Order Number to allow us to identify the order

Please do not destroy or throw away any product, even if it is faulty, before you’ve spoken to the seller and agreed that doing so won’t affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it ( this includes, In the context of an exchange, when the product is in transit back to the seller.)

If you have any further questions please get in touch with us at [email protected]

DELIVERY FAQ’S


Can I get my shipping fees back?
  We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part.  In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience.  In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.

How long after purchase can I make an exchange?  Items for exchange must be received within 14-days of receipt for UK orders and within 30 days of receipt for international orders.

How long does a exchange take? We aim to process all exchanges within 7-10 working days of delivery to us, at which time we will issue an exchange and will follow up with a return confirmation e-mail. All exchanges will be processed within this time however is dependent on stock, if the item you wish to exchange is out of stock we will contact you and act accordingly. Please note we do not contact a customer as soon as your item arrives back to us, but only once your refund / exchange has been issued 7-10 working days later.

I returned an item and it was incorrectly refunded or replaced.  We’re really sorry if we’ve made a mistake with your exchange/refund. Please send us a message so we can fix this for you right away.

Am I still able to return my item if there is make-up or fake tan around the neckline?  Unfortunately we’re only able to accept returns back in the immaculate condition they were received in.

I have received a faulty item. We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us a message so we can organise for another one to be sent to you!

I have received an incorrect item in my order. We’re really sorry if we’ve made a mistake with your order. Please send us a message so we can fix this for you right away.

Do I have to pay for return postage? Unfortunately our returns are not free at the moment, so the return shipping costs will need to be paid by you unless your item is faulty. Customers are urged to hold onto proof of postage as we’re also not responsible for returns lost in the post. We aim for a confirmation email of receiving your return to be to you within 48 hours of receiving it back with us.

Have you received my return for exchange?

Please allow up to 10 working days for your parcel to be returned to Zuela. We will send you a confirmation email once your return has been processed.  If you haven’t heard any communication from us after the 10 working day timescale, please contact our customer care team with your order number and details of the items returned.

If you’ve returned more than one order in the same parcel for exchange, please allow 72 hours for all your returns to be completed.