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Returns & Exchanges Policy

At ZÄE, we aim to ensure you are completely satisfied with your purchase. If for any reason you are not, please review our policy below.

Order Cancellations

Requests to cancel an order must be submitted within 48 hours of the order being processed. After this period, we do not offer discretionary cancellations or pre-dispatch refunds.

This restriction does not affect any statutory right you have to cancel your order or receive a refund.

UK, Europe & International Orders

Our change-of-mind returns and refunds policy applies only to orders delivered within the UK and Europe.

Orders delivered outside the UK and Europe are not eligible for change-of-mind returns or refunds, except where required by applicable law.

These restrictions do not affect your statutory rights concerning faulty, damaged, incorrectly supplied or undelivered goods.

Returns Window

For eligible orders delivered within the UK and Europe, you have 14 days from delivery to notify us that you wish to return your order.

You must then send the items back within 14 days of notifying us.

Return Conditions

Please return items:

• Unworn, unused and in their original condition, apart from reasonable handling needed to inspect or try them on
• With all tags and return ribbons attached
• In their original packaging wherever possible

For discretionary returns, we may refuse items with removed tags or return ribbons.

Where you exercise a statutory cancellation right, removing tags or packaging does not automatically remove that right. However, we may deduct an amount for any loss in value caused by handling beyond what is reasonably necessary to inspect the item.

Non-Returnable Items

Fur pieces that are genuinely made to your individual specifications or personalised are final sale and are not eligible for change-of-mind returns or exchanges, except where required by law.

An item being produced after you place an order does not, by itself, make it exempt from statutory cancellation rights.

Your rights concerning faulty, damaged or incorrectly supplied items remain unaffected.

Made-to-Order Items: Faults & Issues

If your made-to-order item arrives with a fault or issue, please contact us as soon as possible, ideally within 48 hours of delivery.

Please include your order number, a description of the issue and supporting photos or videos where possible.

We will assess the issue and provide the appropriate remedy, which may include a repair, replacement or refund, in accordance with your statutory rights.

Reporting an issue after 48 hours does not remove your statutory rights.

Return Costs

Change-of-mind returns are not free. Return shipping costs are the responsibility of the customer.

For a statutory cancellation of an entire order, we will refund the original standard delivery charge where required by law. Additional charges for express or premium delivery are not refundable unless required by law.

We will cover reasonable return shipping costs for faulty or incorrectly supplied items where required by law.

Exchanges

We offer exchanges subject to availability. If your requested size or item is unavailable, an eligible return will be processed for a refund instead.

How to Request a Return

Please contact us via our website with:

• Your order number
• Your full name
• The items you wish to return
• Your reason for returning them, if you wish to provide one

A reason is not required when exercising a statutory change-of-mind cancellation right.

We will provide return instructions. Our approval process does not limit your statutory cancellation rights.

Refunds

Refunds will be issued to your original payment method.

For statutory change-of-mind returns, we will issue your refund within 14 calendar days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Once issued, please allow 5–10 working days for the refund to appear in your account, depending on your bank.

Other refunds will be processed within the timescales required by applicable law.

Important

We reserve the right to refuse discretionary returns that do not meet this policy’s conditions.

Nothing in this policy limits or excludes your statutory consumer rights. Where applicable law gives you additional rights, those rights take precedence.