Refund policy
If an item is not right for you, contact us within 30 calendar days of delivery to request a return. Eligible refunds go to your original payment method; store credit is an option only if you choose it. This voluntary offer sits alongside any statutory rights that apply.
The 30-day return period
Tell us which items you want to return within 30 calendar days after delivery. For an order delivered in separate shipments, the period starts when the last item arrives. You may return all or part of an eligible order.
For our voluntary offer, items should be unworn, unused and in their original condition, with labels and original packaging where available. These conditions do not restrict inspection allowed by law, statutory withdrawal or claims about faulty or incorrect goods.
Send the goods back within 14 calendar days after notifying us, and retain proof of sending.
Starting a return
- Email support@zeya-brand.com with your order number or order email and the item names and quantities. For a faulty or incorrect item, describe the problem. A reason is not required for statutory withdrawal.
- Ask support for the return address and instructions for your order. Use those details rather than an address on the delivery parcel or a business correspondence address. Approval from support is not a condition for exercising statutory withdrawal.
- Pack the items securely and include your order reference. A printed form is not needed. Send the parcel within the return period and keep the receipt and tracking number; tracked postage is recommended.
- Keep your original dated email. If you have not received instructions or anything is unclear, follow up with support.
Postage and return instructions
You pay international return postage for change-of-mind returns. Ask your carrier for a quote before sending: the cost depends on your location, parcel size and service. We do not charge a restocking fee.
When a return results from our error, or the law requires us to cover it, we pay the necessary return costs. Contact support about a faulty or incorrect item before arranging postage so we can explain the method and cost handling. This does not remove a statutory remedy.
If a return is delayed or goes missing, contact us with your proof of postage and tracking details so we can help locate it.
Receiving your refund
We refund the eligible price actually paid for the returned items, including the discounts recorded on those order lines. Any standard outbound delivery charge required by law is also refunded. Change-of-mind return postage is not reimbursed.
For our voluntary offer, we issue refunds without undue delay and within 14 calendar days after receiving the return. We email you when the refund is issued. Your payment provider may take additional time to show it in your account; that is separate from our issuing the payment.
Check the original payment account and refund email if a payment has not appeared. Contact us with your order number if you need the amount explained or help checking the payment record. Refunds use the original payment method unless you choose an available alternative.
Size changes and store credit
We do not offer direct size or style exchanges. Return an eligible item for a refund and place a new order for the preferred item. The new order uses the price and stock available when you buy it.
Store credit is voluntary. You do not have to accept it instead of an eligible refund. Contact support if you would like to discuss that option.
Faults, damage, wrong items and missing items
Contact us when you notice a problem, with your order number and a description. Include photos where available and keep the goods and packaging if practical. Reporting a problem later than seven days after delivery does not automatically remove your rights.
We provide the repair, replacement, price reduction or refund required by the law that applies. The remedy depends on the issue; a replacement is not always the only option. EU consumers have a minimum two-year legal guarantee for non-conforming goods, and other countries may provide different or additional rights.
Check separate dispatch messages if an item is missing. Lost or undelivered parcels are investigated with the carrier and resolved by replacement or refund as appropriate. Our shipping policy explains delivery problems.
EU and UK withdrawal rights
For eligible online purchases, EU and UK customers generally have 14 calendar days from delivery to notify us of withdrawal without giving a reason, followed by 14 calendar days to send the goods back. For separate shipments, the statutory period generally starts with receipt of the last goods in the order.
A clear email identifying the order and your decision to withdraw is sufficient. You can write: “I wish to withdraw from my purchase”, followed by your order number, the goods concerned, your name and delivery date. No particular form or prior approval is required.
For EU withdrawal, reimbursement is due without undue delay and within 14 calendar days of your notice. Where permitted, we may wait until we receive the goods or proof that you sent them, whichever comes first. Other statutory deadlines take precedence where required.
Lawful exceptions can include genuinely personalised goods and qualifying sealed hygiene goods after unsealing, only where the relevant conditions and advance information requirements are met. Clothing and jewellery are not automatically excluded. Your normal inspection rights and remedies for faulty goods remain separate from our voluntary offer.
Stopping an order before dispatch
Contact us as soon as possible for cancellation or an address change. We will confirm whether processing or dispatch can be stopped. Interception cannot be guaranteed once a shipment is in progress; this does not remove an applicable withdrawal right.
This policy does not limit mandatory consumer rights, legal guarantees or lawful payment-dispute rights.
Contact
Email: support@zeya-brand.com
Phone: +1 305-745-7890
Customer support: Monday to Saturday, 09:00–18:00 Central European local time (CET/CEST).
Last updated: 10 October 2026
