Frequently Asked Questions (FAQ)

Last updated: May 2025

Here you’ll find answers to the most common questions our customers ask. If you can’t find what you’re looking for, feel free to contact our support team. Relevant policies are linked throughout for your convenience.

Ordering

How do I place an order?

To place an order, simply browse our products, add your chosen items to the cart, and proceed to checkout. You’ll be asked to enter your contact and shipping information, followed by selecting a secure payment method. Once completed, click "Place Order" to finalise your purchase.

Can I change or cancel my order?

Orders can be changed or cancelled within 24 hours, as long as they haven’t been shipped. After this period, changes are no longer possible. If you no longer want the item, you can return it in accordance with our Returns & Refund Policy.

Delivery

Where do you deliver and which carriers do you use?

We currently ship within the United Kingdom only. All deliveries are handled by Royal Mail and UPS, our trusted delivery partners.

What is your order cut-off time?

Orders placed before 12:00 PM (GMT) Greenwich Mean Time (London) on business days (Monday–Friday) are processed the same day. Orders placed after this time will be processed on the next business day.

How long does delivery take?

  • Handling time: 1–2 business days

  • Transit time: 6–8 business days

  • Total estimated delivery time: 7–10 business days from the time your order is placed

How can I track my order?

Once your order has been shipped, you’ll receive a confirmation email with a tracking link. You can also track your order on our Track Your Order page.

For full delivery details, visit our Shipping Policy.

Payment

What payment methods do you accept?

We offer a wide range of secure payment options:

  • Shop Pay

  • Credit & Debit Cards: Visa, Mastercard, American Express, Maestro

  • Digital Wallets: Apple Pay, Google Pay

  • Klarna: Pay later or in instalments (subject to approval)

Is my payment information secure?

Yes. We use trusted and encrypted payment platforms that comply with PCI DSS and the highest industry standards. Your data is protected throughout the checkout process.

Returns & Refunds

We offer 30-day returns on eligible products. Items must be unused, in their original packaging, and with all tags intact.

  • Faulty or incorrect items: You will receive a full refund, and a prepaid return label will be provided free of charge.

  • Change of mind returns: You will also receive a free prepaid return label. Return shipping is always covered by us — you will never be asked to pay for returning an item.

For full details, see our Returns & Refund Policy.

How do I initiate a return?

Contact us at support@zellalondon.com with your order number and reason for return. We'll send you return authorization, detailed instructions, and a prepaid return label to print and attach.

How long does it take to receive a refund?

Refunds are processed within 7 business days of receiving and inspecting the returned item. The refund will be issued to your original payment method.

What if I receive a faulty or incorrect item?

Please contact us immediately with your order details and photos. We will provide a free return label and arrange a replacement or full refund, including all shipping costs.

Contacting Zella London

How do I contact customer support?

You can reach us at:

Customer Service: Monday to Friday: 9:00 AM – 5:00 PM (GMT) Greenwich Mean Time (London)

We do our best to reply to your e-mail within 1-2 business days.

Can I provide feedback or suggestions?

Absolutely! We value your input. Feel free to email us or use our Contact Form to share your thoughts.

We hope this FAQ answers your questions. If there’s anything else you need, don’t hesitate to contact us.

Thank you for choosing Zella London — we’re here to help.