Exchange & Return Policy

At ZAIB, we prioritize customer satisfaction. Below are our exchange and return policies applicable within the UK. Our customer care team is available to assist you throughout the process.

Exchange Policy

Eligibility:

  • Exchange requests must be made within 14 days of receiving your order.
  • Items must be unused, with all original tags intact.
  • Items must be returned in their original packaging.
  • Proof of purchase, such as the order confirmation email, is required.
  • If you receive a faulty, incorrect size, or incorrect item, photographic evidence will be requested.

Important Notes:

  • Postage charges are non-refundable due to third-party courier involvement.
  • Customized and made-to-order products, including alterations, are not eligible for refunds or exchanges.

Refund Policy

Eligibility:

  • Refund requests must be made within 14 days of receiving your order.
  • Items must be unused, undamaged, and in the same condition as received.
  • All barcode tags and labels must be intact.
  • Proof of purchase, such as the order confirmation email, is required.
  • Photographic evidence is required for faulty, incorrect size, or incorrect items.

Processing Timeline:

  • The exchange process typically takes 5 to 7 business days.

Handling Charges:

  • A £5 handling charge per order applies to returned and exchanged items.

Contact Us:

  • For online returns, use the WhatsApp icon on our website.
  • Refunds for online orders cannot be processed at UK stores. Returns must be sent to Customer Services at the address below.
  • For any return-related issues, email us at customercare@zaib.com, quoting your order number, name, items to return, and reason for return.

Return Address:
ZAIB ONLINE LTD
61 Bridge Street
Kington, Herefordshire HR5 3DJ

Return Delivery Charges:

  • Return postage costs are the customer's responsibility.
  • We recommend using recorded delivery, as we cannot accept liability for lost items.

Late Refunds:

  • If your refund has not been received, check your bank account again.
  • Contact your credit card company or bank for processing updates.
  • If the issue persists, contact us at customercare@zaib.com.

Note:

  • These policies apply only to online purchases through our UK website. For store-related policies, contact the store directly.

Customer Care Contact:
Email: customercare@zaib.com
Phone: +44 7449439124