Frequently Asked Questions (FAQ)
FAQ: Your Questions Answered
Here you’ll find answers to the most common questions our customers have. If you can’t find what you’re looking for, please feel free to reach out to our customer service team. Relevant policies are linked under each section for your convenience.
Ordering
How do I place an order?
To place an order, simply browse our products, select the item you wish to purchase, and add it to your cart. Once you're ready to checkout, click on your cart and enter your personal details, such as your name, email, and shipping address. After that, click "Place Order" and you will be redirected to the Revolut portal to complete your payment. There, you can choose to checkout with your Revolut account or as a guest.
Can I change or cancel my order?
Orders can only be changed or canceled within 24 hours if they haven’t been shipped. After this period, please refer to our Returns & Refund Policy for returning unwanted items. Contact our support team for assistance with order changes.
Delivery
Where do you deliver, and which carrier do you use?
We deliver across the UK to customers’ addresses. All deliveries within the UK are handled by Evri Home and Royal Mail, our trusted shipping partners.
What is your order cut-off time?
Orders placed before 22:00 (GMT+01:00, Stockholm) on business days (Monday - Friday) are processed the same day. Orders placed after this time will be processed the following business day.
How long does delivery take?
Our estimated delivery time, including handling and transit, is 6-9 business days. Orders are typically dispatched within 1-2 business days, with a transit time of 5-7 business days.
How can I track my order?
Once your order is dispatched, you’ll receive a tracking link via email. You can also track your order on our website through our Track Your Order page.
For more details, refer to our Shipping Policy.
Payment
What payment methods do you accept?
We offer a variety of secure payment options for your convenience:
Accepted Payment Methods:
Shop Pay
Enjoy a fast and secure checkout with Shop Pay.
Credit & Debit Cards:
We accept the following major cards:
Visa
Mastercard
American Express
Maestro
Digital Wallets:
For quick and easy payments, you can also use:
Apple Pay
Google Pay
Klarna (Pay later or in instalments)
Is my payment information secure?
Yes, your payment information is securely processed. We use Klarna and other trusted payment methods that comply with the highest security standards, ensuring that your data is encrypted and protected throughout the transaction process.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. Items must be unused, in original packaging, and with all tags intact. Returns are the customer’s responsibility, and return shipping costs apply unless the item is faulty or incorrect. For complete details, see our Returns & Refund Policy.
How do I initiate a return?
To initiate a return, contact us at Support@zellalondon.com to receive a return authorization. Pack the item securely and send it to our returns address provided in the return authorization.
How long does it take to receive a refund?
Once we receive and inspect your return, refunds are processed within 15 business days to your original payment method.
What if I receive a faulty or incorrect item?
If you receive an item that is faulty or incorrect, please contact us immediately with details and photos. We will arrange for a replacement or full refund, including shipping costs.
Contacting Zella London
How do I contact customer support?
You can reach us via email at Support@zellalondon.com or by phone at +46 76 250 08 58 during our business hours Monday to Friday between 9:00 am to 5:00 pm (GMT+01:00, Stockholm). Our support team is here to help with any inquiries within 24 hours.
Where is Zella London based?
Zella London is operated by We Innovate Ecom AB, a Swedish company located at Grafikergatan 27B, 802 58 Gävle, Sweden.
Can I provide feedback or suggestions?
We welcome feedback! If you have suggestions or comments on how we can improve, please contact us at Support@zellalondon.com
For further assistance, visit our Contact Us page.
We hope this FAQ answers your questions. For any other inquiries, don’t hesitate to reach out to our support team. Thank you for choosing Zella London, and we look forward to serving you!