Return & Refund Policy

If something is not right, you can send your order back to us. This page explains how long you have, what you need to do, the condition we need the item to be in, and when you can expect your money back.

Return Window

You have 30 days from the date your order is delivered to return it. The window runs from the delivery date, not the order date, so a slower transit does not eat into your time. Requests made after those 30 days have passed cannot be accepted for a refund.

How To Start A Return

Email us with your order number and the reason for the return. We will review the request and send you return instructions, including where to send the item. Please wait for that reply before you post anything back, because items sent to us without an approved return are not accepted.

Condition Of The Item

The item must come back unworn and unwashed, in its original condition, with all tags and the original packaging still attached. We check every return when it reaches us. Anything that shows signs of wear, or that has been washed, does not qualify for a refund, so please keep the item and its packaging as they arrived until you are sure you are keeping the order.

Who Pays Return Shipping

You pay the cost of return shipping on a standard return. Use the address and instructions we send you when we approve the request, and we suggest a service you can track, as the parcel is your responsibility until it reaches us. If the item was defective, damaged or not what you ordered, you pay nothing: we arrange the return and cover the cost of it.

Faulty, Damaged Or Wrong Items

Please check your order as soon as it arrives. If anything is defective, damaged or not what you ordered, report it within 30 days of delivery, giving your order number and a clear photo showing the problem. Once we have confirmed it, we send a replacement free of charge and cover all return shipping on the original item. Email us to report it and we will tell you what to do with the item you received.

Exchanges

We do not run a separate exchange process. If you want a different size or a different item, return the original for a refund and place a new order for the one you want, which is usually the quickest way to get it. The one exception is an item that arrived faulty, damaged or was not what you ordered, where we send a replacement free of charge rather than asking you to reorder.

How Long A Refund Takes

Refunds go back to the original payment method. We process them once the returned item has reached us and passed our quality check, so allow up to 10 business days from that point. We send you an email confirmation as soon as the refund has been issued. Depending on your bank or card provider, the money may take a little longer to appear on your statement.

Your Right To Cancel

If you are in the United Kingdom, you may cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013, without giving a reason. You need to tell us inside those 14 days that you are cancelling. The item must be returned unused, with its original tags and packaging and proof of purchase, and we handle the refund in accordance with UK consumer law. This right sits alongside our 30 day return window, it does not replace it.

Contact Information

Company name: A.H.M. Ventures (operating as Zelora London)
Chamber of Commerce number: 94666415
VAT Number: NL005099817B83
Address: Romeinseweg 53, 6135JA Sittard, The Netherlands

Our customer service team is available during the following hours:
Monday to Friday: 9:00 AM to 5:00 PM (GMT)
Saturday and Sunday: Closed

Email: info@zelora-london.com