QUICK RETURNS
Please note that in order for a return to be eligible, it must be in pristine condition and raised within 28 days of receipt. If you are returning faulty goods, please contact our customer service team who you can reach by clicking HERE.1. Register your return
Order number and postcode must be entered exactly as seen on your order confirmation.
You will be subjected to ZigZag’s T&C’s and Privacy Policy.
2. Post your return
Proceed through to the portal and you’ll be given the option to choose a carrier to fulfil your return.
If posting, remember to ask for a receipt for proof of postage.
3. We'll do the rest
RETURN COSTS
UK customers:
Please note for UK orders there is a returns charge of £2.99 per order, the cost of your return will need to be pre-paid when you are registering your return through the return’s portal.
International customers:
For all orders outside of the UK, the price of your return will vary on your location. More information will be displayed when you log your order through the returns self-serve portal.
Returns Policy & FAQs
Returns Policy
Start your return by clicking HERE. If you are returning faulty goods please contact our customer service team via the help centre, which you can find by clicking HERE.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
Please note that in order for a return to be eligible, it must be in pristine condition and raised within 28 days of receipt. Please return the items in their original packaging with all tags intact. Package the items securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you return your items to us.
For hygiene reasons we will not accept returns or offer an exchange on unsealed cosmetics, pierced jewellery, face masks or underwear & swimwear where the hygiene seal has been removed. We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.
Refunds
All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded.
We will notify you via email once we have processed your return. Your refund should be returned to your account within 5 working days and we will send you an email to let you know it's on its way.
If you do not receive your refund and it has been 10 working days since you received our email, then you will need to contact our Customer Service team through your preferred contact method listed in our Help Centre.
Can I exchange an item?
Unfortunately, we are unable to offer an exchange service at this time. Please follow the returns procedures to return your item(s) and place a new order for the replacement.
Complaints
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we want to hear about this. Please contact us via our Help Centre and we'll aim to resolve the issue for you as soon as possible.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact us with all information you have. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.
Please contact us via our Help Centre or call us on +44 (0)1606 811863. We'll need your order number and any pictures you have of the item received. A member of our team will review the details and offer the best resolution to resolve your query.
What if my items are damaged or faulty?
Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
In order to do this we ask that you contact us through your account using our Help Centre. Please provide details of the fault and provide pictures for our team to review.
We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at:www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.