What is our returns policy?

 

While we hope that you will love every purchase, if you are not completely satisfied with your goods we will happily offer you a full refund or exchange. You are entitled to a refund or an exchange if you return your item in perfect condition within 14 days.

If items are returned to us within 14 days in a perfect, resalable condition with all labels and tags attached we will refund you the value you paid via the original method of payment.

 

The cost of returning the item to us is your responsibility.

 

Fill in your returns form indicating which items you are returning and wish to be refunded for. Place this form in the parcel you are returning to us along with the item(s). Please get in touch at info@zarlivia.co.uk for your returns form.

 

Exchanges

 

How do I exchange an item?

 

Fill in your pre-printed return/exchange form indicating which item(s) you are returning and request what item you would like to exchange your order for.

Place the completed form in the parcel you are returning to us along with your item(s). All exchanges are subject to stock availability in order to guarantee the item we advise you to place a new order and return your original item for a refund.

Please note that in order to be approved for an exchange the item must arrive back with us in a resalable condition.

 

Send your parcel to:

Exchanges Department, 1 Byford Road, Leicester. LE4 0DG, United Kingdom

 

International Returns

 

You are entitled to a refund or an exchange if you post your item back in perfect condition within 14 days. Your return does not have to reach us within this time however your product(s) must be dispatched back within 14 days of receipt. You may post your return on an economy service but please ensure that you keep any tracking numbers for future reference.

 

Your parcel must be packaged with a note above the our address stating the goods are a return. Failure to do this, will result in import duties being deducted from the amount reimbursed at the customer’s expense.

 

Please read the below points carefully regarding all returns:

 

  • The package is your responsibility until it reaches us therefore we recommend that you send the package by recorded delivery for security purposes which will insure you for the value of the goods. Please keep a record of proof of postage with tracking number (if available).
  • The cost of returning the item to us is your responsibility.
  • The postage paid for the order will not be refunded when returned however exchanges will be posted free of charge (UK Mainland only).
  • Please quote your order reference number in all correspondence and ensure you include the original invoice with your parcel.

 

Faulty Items

 

If your item(s) is damaged or has a manufacturing fault we may be able to offer alternatives such as repair or exchanges.

 

Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

 

Once the item(s) is returned a member of our customer care team will inspect the item to determine the cause of the fault and whether you are entitled to a refund. In some cases we will have to liaise with the supplier directly.

 

Where possible we will offer to repair faulty items. If you would like to exchange your item, please be aware that we are only able to do so subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

 

For information on all faulty items outside of our returns policy, please contact info@zarlivia.co.uk

 

When will I receive my refund?

We aim to process all refunds within 1-2 working days of receiving the item. Please be aware that during seasonal peaks there may be a slight delay. All successfully returned items will be credited to the account used to originally purchase the item(s) less any taxes or import duties incurred.