Delivery

PLEASE NOTE: ALL ORDERS ARE SENT FROM THE UK (TRACKED AND SIGNED FOR)

US Delivery - No customs are due.

Standard Tracked Shipping (2-5 Working Days): Royal Mail 2nd Class Tracked Packet.
Processing Time: Orders received will be shipped out three working days after ordering due to our current processing times. 

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Shipping information

  • We offer tracked delivery (select it at checkout)
  • All orders are shipped directly from our UK warehouse to the US within 72 hours of the order being placed Monday-Friday.
  • The estimated shipping time begins from the day your order is dispatched.
  • Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on support@zenchii.com if you have any questions.

Late or lost orders

When placing your order please make sure that you specify the correct delivery address as ZENCHII take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbor or an outbuilding.

Any order discrepancies relating to missing and/or lost items must be reported to us via email at support@zenchii.com. We cannot refund or replace lost items until Royal Mail classes items as being lost (20 working days after the date of despatch).

Items not received but tracking shows they have been delivered

This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.

Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Why was my order cancelled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com.

Returns

We offer a 30 day exchange or refund guarantee. This 30 day window begins after an order has arrived with the customer.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 30 day exchange or refund window has passed will be returned to the customer.

How do I request an exchange or refund?

To qualify for a refund or exchange:

  • Items must be unworn (apart from trying on).
  • All tags and packaging must be included.

Items that do not meet these requirements are not eligible.

Exchange Policy

You may exchange your purchase within 30 days of the items arriving. Please note all items must be unworn with original packaging in order to receive an exchange.

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.

     To qualify for an exchange:

    • Items must be unworn (apart from trying on).
    • All tags, clips, and packaging must be included

    Items that do not meet these requirements are not eligible.

    Refund Policy

    We will refund your order to the original payment method once it has been processed at the warehouse.

    • Please be aware this can take 3-10 days after the order arrives. You will be notified once a refund has been made.
    • We are unable to refund purchases to a different payment method than the one used to purchase the items.

    Additional costs

    Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.

    Faulty items

    In the event you have received a faulty item, please contact support@zenchii.com within 30 days of the item(s) arriving. Please include the following information:  

    • Your order number
    • Which item is damaged
    • A description of the problem
    • Photographic evidence