Refund policy

ZYLEN LONDON Return Policy

We offer a 30-day return policy, meaning you have 30 days from the date of delivery to request a return.

Return Eligibility

To qualify for a return:

  • Items must be in the same condition as received — unworn, unused, with tags attached, and in the original packaging.

  • A receipt or proof of purchase is required.

  • Customers must contact us if they are not satisfied with the product to request a return or refund.

How to Request a Return

To initiate a return, please contact us at:
📧 info@zylenlondon.com

If your return is approved, we will provide instructions on how and where to send your item.
All returns must be sent via Royal Mail Guaranteed Special Delivery.

⚠️ Returns sent without prior authorisation will not be accepted.

Return Shipping & Fees

  • If the item is not faulty and the correct product was delivered, customers are responsible for all return shipping costs and any applicable restocking fees.

  • If the item is defective, damaged, or incorrect, ZYLEN LONDON will cover the return shipping and any related fees.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us immediately at info@zylenlondon.com if:

  • The item is damaged

  • The item is defective

  • You received the wrong item

We will review the issue promptly and resolve it accordingly.

Non-Returnable Items

We cannot accept returns for:

  • Perishable goods (e.g. food, flowers, plants)

  • Custom-made or personalised products

  • Personal care items (e.g. cosmetics, skincare)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

If you are unsure whether your item qualifies for return, please contact us before initiating a return.

Exchanges

If you wish to exchange an item, the fastest option is to return the original item. Once approved, you may place a new order for your preferred product.

EU Customers – 14-Day Right of Withdrawal

Customers within the European Union have the right to cancel or return their order within 14 days of delivery, for any reason and without justification.

To be eligible, the item must be:

  • Unworn and unused, with original tags

  • In the original packaging

  • Accompanied by proof of purchase

Refunds

Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 10 business days.

Please note that banks or payment providers may take additional time to process the refund.

⏳ If it has been more than 15 business days since your return was approved and you have not received your refund, please contact us at info@zylenlondon.com.