Returns, Exchanges And Refunds

RETURNS

 

We accept returns for both refunds and exchanges if you are not completely satisfied with your order.

ZOO Fashions DOES NOT operate a 'free returns' policy. Please be advised that customers are responsible for all return shipping costs. You are able to return items by two methods:

1. Customer returns directly: If you are returning yourself. we strongly recommend using a trackable shipping service to ensure the package is safely received. ZOO Fashions are not responsible for any lost, damaged or undelivered packages. Please return items to the address on the returns form.
   
   If you are using your own method of return please mark your returns package paperwork  as ‘return goods only’. Failing this, you may be liable for import VAT (normally applied to goods over £15) and pay a customs duty charge (if your order value is over £135) where applicable.
   
   
2. Pre-paid Return label / Cost Deduction. ZOO Fashions can offer a ‘pre-paid’ returns label service. The return shipping cost will then be deducted from your refund.

 

For the pre-paid returns service, please contact us by e-mail (info@zoofashions.com) within 14 days of receiving your order and we will issue you with a returns reference number and the return documents. Print and complete the returns form ensuring that it is signed and agrees with our Returns Policy.

UK Pre-paid Collection

Arranging a Pre-Paid returns collection, your return can be collected from your home, work or any other convenient place.

Contact DHL to book a convenient time and place to collect the parcel from you.
Alternatively, you may elect to drop your parcel off at a local DHL Parcel UK ServicePoints. DHL have over 3,500 ServicePoints across the UK. We may suggest a ServicePoint close to your shipping address. You can also follow the link below to find your nearest DHL Parcel UK ServicePoints.

Worldwide Pre-paid Collection

Visit the DHL website and select the contact number for your country: www.dhl.com. Contact DHL with the given number to book a convenient time and place to collect the parcel from you.

 

To ensure your return is covered by our Pre-Paid returns service, we recommend that items are returned from the same country that they were delivered. Any items returned from an alternative country may incur additional fees and may experience delays with customs clearance.

All Pre-Paid Return Label Service items  are to be returned to us via DHL to ensure that they are protected and insured during transit. However Customer Paid Returned items may be returned by your own secure means. We advise you to send items back to us via registered delivery or courier and that you retain proof of postage. Ensure that the items you are sending back to us are adequately insured as we cannot be held liable for any loss or damage in transit back to us. Our address for all returns is: Zoo Fashions Returns Dept., 222-224 High Road, Ilford, Essex IG1 1QF UNITED KINGDOM

 

Please return goods to us within 14 days of receiving the returns form. We will only accept a return if the item(s) are new, unused and are in their original packaging and all tags attached. We will not accept any item(s) that shows indication that it has been used, worn, or washed. We also cannot accept the return of any undergarments/socks. This is for hygiene purposes. Shoe boxes should be undamaged as they are also considered to be part of the product.

Goods are classified as faulty if they are received damaged, or where a clear manufacturing fault occurs within three months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

Please do not remove the white security seal until you are happy with your order. We are unable to accept a returned item with a broken security seal.

 

REPEATED RETURNS

Exchanges and refunds are offered to ensure that customers are satisfied with their purchases from Zoo Fashions. However, customers that excessively return items may be refused at our sole discretion.

 

EXCHANGES

 If you would like an exchange, please indicate the desired item on the returns form including the size required.

In the event of an exchange, there is no charge to ship out the replacement items. 

All exchanges are subject to stock availability and we will contact you if there are any differences in the price of the exchange items and/or if return costs need to be charged - if you optioned the Pre-Paid returns service.

 

REFUNDS

Refunds for returned items will only be credited to accounts used to purchase the returned item. Refunds are only offered for the item(s) returned and exclude shipping costs.

We aim to process all refunds within 3 days of receipt and refunded amounts will be reflected in your account within 3-5 working days.

 

ZOO FASHIONS — “Rare (S)Pieces” Archive Sale Policy

The ZOO Fashions Rare (S)Pieces Archive is a curated selection of unworn, tagged items from past collections, exclusive releases, and rare finds. As these pieces are notable specimens and sold as part of our archive clearance they are subject to the following terms:

 

Product Condition

All items sold through the Rare Pieces platform are 100% authentic, brand new, unworn, and include original swing tags where applicable.

Please note: due to the archival nature of this stock, original branded packaging (including shoeboxes or dust bags) may be missing or may show signs of wear or damage. This does not affect the condition or authenticity of the product itself.

 

Returns Policy

We fully comply with the UK Consumer Contracts Regulations, which entitle customers to a 14-day return window from the date of delivery for online purchases from this section. 

Should you wish to return an item:

• It must be unworn, unused, and returned in the same condition as received, with all original tags still attached.
  
• Where original packaging is not included or is damaged, this will be clearly stated on the product page at time of purchase and does not constitute as a fault or reason for return under “not as described.” Returns will not be accepted in these circumstances.
  
• Where items have slight defects, this will be clearly stated on the product page at time of purchase and does not constitute as a fault or reason for return under “not as described.” Returns will not be accepted in these circumstances.
  
• Customers are responsible for return shipping unless the item is proven to be faulty or incorrect.

Important Notes

• All items are inspected before dispatch to ensure condition and authenticity.
  
• Any notable imperfections on the item or packaging (if included) will be detailed in the product description.
  
• Because these pieces are from limited or archived collections and often one-off specimens, returns are not accepted for exchanges.

Need Help?

Our customer care team is here to assist with any questions regarding sizing, condition, or shipping before you place your order. Please feel free to reach out via telephone on +44 (0)20 8514 1595 or email us info@zoofashions.com.

 

 

If you require any further information on our returns policy please contact us using the details on the Contact page. Legal ownership of goods will remain the property of Zoo Fashions until orders have been accepted and all due funds have been cleared. In the event of Zoo Fashions offering a refund to you, legal ownership of the goods will revert immediately to Zoo Fashions. Goods are fully insured during transit and goods become your full responsibility once they have been delivered.

If you have misplaced your returns form then you can download a copy here

 

Updated: 4 October 2025