Returns
We want you to love your purchase, but if for any reason you need to return an item, our team is here to assist you. Our return policy lasts 28 days from the day you receive your order. After this period, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, the item must be unused, in the original packaging, and in the same condition that you received it. We cannot accept items that have been worn, washed, or altered, and they must be in resellable condition. This includes items that:
- Smell of smoke
- Have pet hair or stains
- Are missing labels or original packaging
Please make sure to include your returns form when sending your items back to us. Customers are responsible for return shipping costs unless otherwise arranged with our customer service team. Shipping costs are non-refundable.
Refunds/Exchanges
Once your return is received and inspected, it may take up to 10 working days during busy periods to process the refund or exchange. We will notify you by email whether your return is approved or rejected. Approved refunds will be credited back to your original method of payment, which may take 3-5 working days depending on your bank.
If you haven't received your refund after the expected time, please check your bank account or contact your credit card company. If you still need assistance, feel free to reach out to us at zoolstudios.office@gmail.com.
Order Issues
If there is an issue with your order, such as damaged or missing items, you must report this within 48 hours of receiving the package. Please provide photographs of the issue to help us investigate. Issues reported after 48 hours cannot be addressed.
Exchanges
We’re happy to exchange items for a different size or color. Please fill out the exchange section on your returns form and return the item to us. If you wish to exchange for a different style, you’ll need to return the item and place a new order. Send your returns to:
Returns Address
76 Providence House
Maidenhead
SL6 8BH
England
The time it takes for your exchanged item to reach you will depend on your location.
Faulty Items
If you receive a faulty item, please contact us at zoolstudios.office@gmail.com within 14 days of receiving the item. We will assist you in returning the item for a refund or exchange.