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Delivery and Returns

Delivery information

Once you have completed the checkout process you will receive a confirmation email.


Postage and Packaging

UK:
£4 flat rate with tracking. Allow 3 -5 working days for delivery after processing, unless otherwise stated.

Europe:
£6 flat rate. Allow 5-7 working days after processing, unless otherwise stated.

Worldwide:
£9 flat rate. Allow 7-10 working days after processing, unless otherwise stated.

If you are ordering a product from outside the UK the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped. Furthermore your order may be subject to delay or be opened and searched by local customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs.
We reserve the right to ship products at a later date (up to 28 days after purchase) where the product ordered is not in stock at the time of purchase. In this situation you will be contacted and offered a full refund instead of delivery of the product.

Unfortunately we cannot be held responsible for disruption to shipping caused by industrial disputes or action outside our direct control. If such disruption occurs you will be offered delivery via an alternative delivery company or a full refund.

For more information please also view our Terms and Conditions page.

Returns Policy

We hope you are happy with your item(s), if, however, for any reason you are not satisfied with your purchase, you may return an item for a refund or exchange within 14 days (from the day you receive your items).

To be eligible for a refund the following conditions apply:

  • The item(s) must be unworn/unused and unwashed.
  • Tags must still be attached and hygiene strips in place.
  • Underwear must be worn when trying on clothes.
  • Items must be free from deodorant stains, any odours (e.g. perfume, cooking, cigarettes etc).
  • You must register your return by email and return your item(s) within 14 days of receipt. We check all items before dispatch, should however, an item still arrive faulty, you must report it within 3 days.

To register your return please email customerservice@zoevine.com stating

  • your name
  • order number
  • the item you are returning

Once you have registered your return by email, please print out and complete the following form.

click here to print returns form


Please include the completed returns form with your order and send it to:

ZOE VINE Ltd
35 Southway
LONDON
SW20 9JH

Please also read the extract below from our Terms and Conditions page:

7.1 Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 7 working days from the day after you receive your goods.

7.2 As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

7.3 No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

7.4 Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.

7.5 No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.

7.6 Please observe the following procedure for all returns to us:

7.6.1 On the returns form, or on another piece of paper (if you do not have access to a printer), include your order number and the reason for the return.

7.6.2 If you are returning your product because it is defective, please state the defect or defects.

7.6.3 Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

7.7 If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

7.8 The customer is responsible for paying any postage or shipping costs incurred when returning the product, providing all the conditions are met.

7.9 We recommend that all returns be sent by registered post, so that a record of the return is available for you.

7.10 We will not issue refunds for any items lost or stolen in transit to us.

7.11 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

7.12 If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.

7.13 Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.

7.14 Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.

7.15 We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.


Wholesale Delivery & Returns 

Please email wholesale@zoevine.com for information on Wholesale Delivery & Returns.

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