Refund policy
If a coat does not sit the way you hoped, or a pair of boots is the wrong size, you can send it back. Here is how returns, exchanges and refunds work at ZoriaMode.
The basics
| Return window | 30 days from the day your parcel is delivered |
| How | By post, after emailing us for instructions |
| Return postage | Paid by you for change-of-mind and size returns; paid by us if the item is faulty, damaged or not what you ordered |
| Restocking fee | None, ever |
| Refund timing | Within 7 business days of the return reaching us and passing inspection |
| Exchanges | Available for a different size or colour of the same item, subject to stock |
Condition of returned items
You are welcome to try things on. To be accepted for a refund an item must be in resaleable condition:
- Coats: unworn outdoors, unwashed, free of marks and scent, with every swing tag still attached.
- Boots: tried on indoors on a soft surface so the soles stay clean, and sent back in their original shoe box. Please put the shoe box inside an outer bag or box – do not tape or label the shoe box itself.
Worn, washed, marked or tagless items may be refused or refunded only in part; we will always contact you before deciding.
How to start a return
- Email info@zoriamode.com within 30 days of delivery. Include your order number, the name on the order, the item(s) you are returning and, for an exchange, the size or colour you would prefer.
- We reply with the return address and a short instruction sheet.
- Post the parcel using a tracked service and keep the receipt. If an untracked return goes missing we may be unable to refund it.
- Once the parcel arrives we inspect it, email you a confirmation and release the refund or dispatch the exchange.
Refunds
Refunds go back to the payment method used for the order, in pounds sterling, within 7 business days of approval. Your bank or card issuer may take a few extra days to show the credit. Because standard delivery is free there is never a delivery charge to deduct.
Faulty, damaged or incorrect items
Email us with your order number, a description of the problem and photos of the item and packaging. We will either send a prepaid return label or refund your return postage, and you can choose a replacement or a full refund. Your statutory rights under the Consumer Rights Act 2015 are unaffected by anything in this policy.
Cancelling before dispatch
Changed your mind straight after ordering? Email us as soon as possible. If the order has not yet been dispatched we will cancel it and refund you in full. Once dispatched, simply follow the return steps above.
Right to cancel (Consumer Contracts Regulations 2013)
As a UK consumer you have a legal right to cancel a distance purchase within 14 days of receiving it, without giving a reason, and then 14 further days to return the goods. ZoriaMode voluntarily extends this to a 30-day return window. Where you exercise the statutory right to cancel, we refund the full price of the goods within 14 days of receiving them back; you bear the direct cost of returning them unless they are faulty.
Contact
Store Name: ZoriaMode
Company Name: Purevanta Ltd
Company Registration Number: 16982782
Address: 128 City Road, London, EC1V 2NX, United Kingdom
Phone: +44 2080 406454
Email: info@zoriamode.com
Customer Service Hours:
Monday to Friday, 9:00 AM – 5:00 PM (GMT)
Saturday & Sunday: Closed.