Our refund and returns policy lasts for unlimited days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The order may be cancelled at any time before it is confirmed. Once the order is dispatched, you will receive a dispatch confirmation, on your registered email address, that will also include the courier tracking number. Once a product is dispatched, it cannot be cancelled and the Return & Exchange policy will come into effect. We reserve the right to cancel an order for any reason, including, but not limited to the following: The item is out of stock. Pricing errors or credit card is not accepted by the relevant financial institution.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Regular priced and sale items both are refundable.
Size Exchange Policy
- In case you are dissatisfied with the size you purchased online, or the product delivered does not match the size ordered, you are required to return the product to Zoella by reaching out to us at [email protected] within 7 days from the delivery date.
- Product must be in its original condition and packaging; unworn and unused with the price label, hang tag and care label attached.
- Our customer support team may redirect you for exchange to any Zoella outlet near you.
- This is only applicable for orders delivered within Pakistan. Currently, we do not offer exchanges for international orders. International customers are required to email us at [email protected] and we will assist you.
How to apply for exchange?
- In case you are dissatisfied with your purchase and would like to opt for a replacement, you are required to return the product to Zoella Clothing by emailing us at [email protected]. You must share the order details, reason for exchange and photographic evidence of the product within 7 days from the delivery date.
- Product must be in its original condition and packaging with the tags intact.
- Your request will be processed once the claim is verified and approved by our customer support team. You will then be required to send the parcel back to us at the address mentioned below:
- Plot No. A-12/7D-2 Near Iqra Hospital, Opposite Nazish Apartment, North Karachi, Pakistan.
- In case of dislike, the cost of returning the item to Zoella Clothing will be borne by the customer.
- We aim to process all claims within 7-10 working days from the date we have received the returned item.
- During peak days, please expect up to 15 working days for the claim to be processed.
Contact us at [email protected] for questions related to refunds and returns.