Frequently Asked Questions (FAQs)

Welcome to Zella Ash! Here are some frequently asked questions to help you navigate your shopping experience with us.

1. What payment methods do you accept?

  • We accept major credit/debit cards (Visa, MasterCard, American Express, Discover) and Cash on delivery collection from store.

2. Is your website secure for online transactions?

  • Yes, our website uses Secure Socket Layer (SSL) encryption for secure and confidential online transactions.

3. How do I track my order?

  • Once your order is dispatched, you will receive a tracking number in your order confirmation email. Use this to track your order on our website or the carrier’s site.

4. Can I change or cancel my order after it’s placed?

  • Unfortunately, once an order is placed, changes or cancellations may not be possible. Please review your order carefully before confirming.

5. What delivery options do you offer?

  • We offer standard delivery (3 to 7 days), express delivery (48 hours), next-day delivery, and specialty options like oversized and specialist delivery.

6. Do you offer international shipping?

  • Currently, we only offer shipping within the UK. We are working on expanding our shipping options.

7. How do Click & Collect vouchers work?

  • Spend £200 with Click & Collect and receive a £10 voucher for in-store use. Refer to our Click & Collect details for more information.

8. What is your return policy?

  • Our Return & Refund Policy provides information on returns, refunds, and the process for defective items. Please review it for detailed guidelines.

9. How do I contact customer service?

  • For any queries or assistance, you can contact our Customer Services here.

10. Can I exchange items purchased online in-store?

  • Items purchased online cannot be exchanged in-store. Follow our Return & Refund Policy for the appropriate return procedures.

11. How long does it take to receive a refund?

  • Refunds are processed within 14 days of receiving the returned items. You will be notified by email once the refund is issued.

12. Are my personal and payment details secure?

  • Yes, we prioritize the security of your data. Our Privacy Policy outlines how we handle and protect your personal and payment information.

13. Do you have a physical store?

  • Yes, our boutique store is located at 23 Bolton Road, Bury, BL8 2AB. Visit us for an in-store shopping experience!

14. Can I use a credit note for online purchases?

  • Credit notes issued for in-store returns are applicable for in-store purchases only. Online and in-store credits are separate.

15. How do I apply a voucher or discount code?

  • During the checkout process, enter the voucher or discount code in the designated field to apply the discount.