FAQs
Got questions? We have you covered.
When will I get my order?
Orders are processed within 1 to 3 business days, then transit usually takes 5 to 8 business days. Estimated total is 6 to 11 business days. These are estimates; carrier backlogs, bank holidays and weather may add time. We deliver within 30 calendar days unless agreed otherwise.
How much does shipping cost?
Shipping is free within the United Kingdom, with no minimum spend. Checkout shows the total price.
Where do you ship to?
We deliver within the United Kingdom, except PO Boxes, BFPO addresses and places the carrier does not serve.
What is the return policy?
You have 30 days from delivery to request a return. Email us with your order number and the reason for the return, and we will send you the return instructions. The item must come back in the condition it reached you, complete with its tags and original packaging. Please try boots on indoors only. Outdoor wear, scuffs, washing or other use beyond checking the fit may lead to a corresponding deduction from the refund. Separately, the Consumer Contracts Regulations 2013 allow you to cancel within 14 days of receiving the goods without giving a reason.
Who pays to send a return back?
For a change-of-mind return you cover the direct postage cost. We recommend tracked shipping and ask you to keep your proof of postage. If goods are defective, damaged or incorrect, we cover return costs required by law.
How long does a refund take?
Refunds go to the original payment method after the returned item reaches us and passes our quality check. Please allow up to 10 business days for processing. We email you when it is done; the time it then takes to appear on your statement depends on your bank or card provider.
Do you offer exchanges?
Return the original for a refund and place a new order for a different size or item. For faulty, damaged or incorrect goods, we can send a replacement free of charge.
My order arrived damaged, what do I do?
Email us within 30 days of delivery with your order number and a clear photo showing the problem. Once confirmed, we send a replacement free of charge and cover all return shipping costs. You do not need to place a new order or pay anything further.
What payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay. The charge appears as Zelora London.
How do I track my order?
We email tracking details when your order ships. Check your spam folder if you cannot find the email, or contact us.
How do I contact customer support?
Email info@zelora-london.com or use the Contact form. Our customer service hours are Monday to Friday, 9:00 to 17:00 GMT. Include your order number if you are contacting us about an order.
Contact Information
Company name: A.H.M. Ventures (operating as Zelora London)
Chamber of Commerce number: 94666415
VAT Number: NL005099817B83
Address: Romeinseweg 53, 6135 JA Sittard, The Netherlands
Our customer service team is available during the following hours:
Monday to Friday: 9:00 AM to 5:00 PM (GMT)
Saturday and Sunday: Closed
Email: info@zelora-london.com