Returns & Refunds

This policy provides detailed guidance for returns and refunds for purchases made through the Zerolya website.

Scope and Purpose

This returns and refund policy applies to all purchases made via the Zerolya website.

Returns

If you wish to return an item, please contact our customer service team first.

  • Returns must be requested within 14 days of receipt.

  • Refunds are processed within 10 business days after receiving and inspecting the returned item.

  • Orders can be cancelled before they are dispatched.

Costs

  • Customers are responsible for the return shipping costs, unless the product is defective, damaged, or incorrectly delivered.

  • Standard return shipping within the UK usually costs approx. £5.95, but may vary depending on size/weight.

  • Express delivery charges chosen by the customer are non-refundable.

  • If an item is damaged during return transit, up to 30–70% of the product price may be deducted, depending on the extent of the damage.

Return Conditions

  • Items must be returned in original condition, unworn, and in the original packaging with all labels/tags attached.

  • Returns without prior approval cannot be processed.

Non-Returnable Items

  • Customised or personalised items.

  • Hygiene-related products (e.g., socks, underwear) unless unopened and unused.

Damaged / Defective Items

  • If you receive a defective or damaged product, contact us immediately with photos.

  • Zerolya will cover the full return cost and provide a full refund or replacement.

Incorrect Items Delivered

If you receive the wrong item, Zerolya will cover the return costs and ensure the correct product is sent promptly.

Undelivered Orders

If your order does not arrive, please contact our customer service team so we can investigate. If the package cannot be located, we will issue a full refund or replacement.

Refund Timeframe

  • Refunds are processed within 10 business days of receiving the returned item.

  • Depending on your payment provider, it may take an additional 3–5 business days before the refund appears in your account.

Return Address

Zerolya
d´Hondecoeterstraat 70
8932 DT Leeuwarden
The Netherlands

Customer Service Contact

E-mail: support@zerolya.com
Tel.: +31 (0)6 00256490
Opening Hours: Monday – Friday, 9:00 – 18:00 (CET)
Response Time: typically within 24–48 hours