At Zende, we aim to ensure every order arrives exactly as expected. If you are not fully satisfied with your purchase, eligible items may be returned in accordance with the policy below.

RETURN ELIGIBILITY

Returns must be requested within 14 days of the delivery date.

Once your return request has been approved, the item(s) must be returned within 7 days for UK returns and 14 days for international returns. Returns received outside of these timeframe will be accepted for store credit only.

CONDITIONS OF RETURN

To be eligible for a return, items must be returned unused, unworn, and in their original condition with all original tags, packaging, and accessories attached. Returned items must be free from makeup, fake tan, perfume, deodorant marks, stains, washing scents, or any signs of wear.

PLEASE DO NOT REMOVE THE PROTECTION RIBBON FROM YOUR ITEM UNLESS YOU ARE CERTAIN YOU WISH TO KEEP IT.

Items returned without the original protection ribbon attached will not be accepted for return.

If your returned item does not meet our return conditions, your return may be rejected and sent back to you.

HOW TO REQUEST A RETURN

To request a return, please contact info@zende.co.uk with your order number, the item(s) you wish to return, and the reason for your return request.

Once approved, return instructions will be provided via email. Please allow 24–48 hours for a response.

RETURN SHIPPING & FEES

We can provide you with a return label facilitated by Royal Mail (UK only) or FedEx. The shipping fee will be deducted from your refund total.

Alternatively, you may return your order using your own preferred tracked shipping service. If your return parcel cannot be located and you are unable to provide proof of tracking, we will not be able to process your return.

Return label fees are as follows:

UK - £9 (FedEx) / £3.95 (Royal Mail)
EU - £17.00
Northern EU - £25.00
USA & Canada - £27.00
Rest of World - £35.00

Original shipping costs are non-refundable.

We do not accept responsibility for additional shipping charges incurred, including but not limited to customs duties or import taxes.

REFUNDS

Refunds are processed within 5–10 working days of receiving your return.

Once your return has been inspected and approved, your refund will be issued to the original payment method used at checkout.

EXCHANGES

We do not currently offer exchanges.

If you would like a different size or item, please place a new order and return your original item subject to approval.

FAULTY OR MISSING ITEMS

If you receive a faulty item or have items missing from your order, please contact info@zende.co.uk as soon as possible.

Please keep all labels attached and include clear photographs where applicable.

You have 14 days from receiving your order to report faulty or missing items. Failure to do so may result in us being unable to resolve the issue.

Please allow 24–48 hours for a response with further instructions.

PRE-ORDER ITEMS

Pre-order items are subject to the estimated production and dispatch timeframes stated on the product page.

Please note that dispatch estimates are subject to change and delays may occasionally occur.

REFUSED DELIVERIES

If an order is returned to us due to refusal of delivery, unpaid customs charges, failed delivery attempts, or incorrect shipping information provided by the customer, any return fees, shipping fees, and associated costs incurred will be deducted from the refund.