Refund policy
Returns at a glance
You have 30 days from the day your order arrives to ask for a return. Email us first at zactuckwell@gmail.com with your order number, and we will reply within 2 business days with the UK address to send it to. Please do not send items to our registered office or to the original sender.
Your right to cancel
As a UK customer you can cancel your order for any reason within 14 days of receiving it. Let us know within that time, send the item back within 14 days of telling us, and we will refund you within 14 days of getting it back (or of you showing us proof of postage, if sooner). Our 30-day window above is on top of this right, not instead of it.
Return postage
If you are returning an item because you changed your mind, you pay the cost of sending it back. We recommend a tracked service, as we cannot refund an item that does not reach us. If an item is faulty, damaged or not what you ordered, we cover the cost, and in most cases we will simply refund you or send a replacement without needing it back.
Condition
Change-of-mind returns should be unused and in their original packaging. If an item has been used more than you would to check it in a shop, we may reduce the refund to reflect that.
Faulty, damaged or wrong items
Please check your order when it arrives and email us within 30 days with a photo of the problem. We will put it right with a refund or a replacement, at no cost to you. This does not affect your legal rights under the Consumer Rights Act 2015.
Refunds
Refunds go back to your original payment method, usually within 5 to 10 business days of approval depending on your bank. If your refund has not arrived after 15 business days, email us.
Exchanges
The quickest way to swap an item, for example a raincoat in a different size, is to return the one you have and place a new order.
Orders that do not arrive
If your order has not arrived within 30 business days of dispatch, contact us and we will resend it or refund you in full. See our shipping policy for delivery times.