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:
- 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.
- 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.
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: 15 August 2025
