Return & Refund Policy

Returns:

We want you to be satisfied with your Zella Ash purchase. If you wish to return an item, please follow the guidelines below:

  1. Initiating a Return:

    • To initiate a return, please contact us here or by post at the following address: Customer Returns
      Zella Ash Boutique Store
      23 Bolton Road
      Bury
      BL8 2AB
  2. Providing Information:

    • Include a clear statement with your name, address, details of the order, and contact information.
    • Optionally, you can use the Returns Form, available here, by printing it off, filling it in, and scanning/emailing it or posting it to the address above.
  3. Returning Items:

    • Return items to the specified Returns Address no later than 28 days after delivery.
    • For multiple-item orders, the cancellation period ends 28 days after the last item is delivered.
  4. Packaging and Care:

    • Items must be in the original packaging (if applicable).
    • Return policy swing tickets must be attached and undamaged.
    • You have a legal obligation to take reasonable care of the items while in your possession.
  5. Return Costs:

    • You are responsible for return delivery costs unless the wrong item was sent or the item is defective.
    • For items that cannot be returned by post, a collection fee may apply.

Refunds:

  1. Refund Processing:

    • We will refund you (or arrange a refund) in full for returned items, minus any diminishment in value due to excessive handling.
    • Refunds will be made using the same payment method used for the original purchase.
  2. Delivery Cost Refunds:

    • If returning all items, the initial delivery cost (up to the standard delivery charge) will be refunded.
    • Premium delivery charges (Next Day, Express, etc.) will not be refunded.
  3. Timeline:

    • You will be refunded no later than 14 days after we receive the returned items.
  4. Confirmation:

    • Once a refund is issued, you will receive a confirmation email detailing the refunded amount and the returned item(s).

Returning Incorrectly Sent Items:

  • Please return to the specified Returns Address and clearly state the reason for return.
  • Exchanges are only possible for the same product.

Defective Items:

  1. Return Process:

    • If you receive a defective item, return it to us with details of your order number, product code/name, and the fault.
    • Specify whether you prefer a refund, repair, or replacement.
  2. Remedies:

    • Depending on the timeline, you may be entitled to a repair, replacement, or refund.
  3. Refund of Postage Costs:

    • For confirmed faulty items, we will bear reasonable postage costs up to the standard delivery charge. Premium delivery components will not be refunded.