Return & Refund Policy
Your 30 Day Return Window
You have 30 days from the date your order is delivered to request a return. Requests made after those 30 days have passed cannot be accepted. The return window runs from the delivery date, not the order date, so use the delivery confirmation on your tracking as your starting point. This window sits alongside your statutory right to cancel, which is explained further down this page.
How to Start a Return
To begin, email us with your order number and the reason for the return. We review each request and send you the return instructions you need, including where to send the item back. Please contact us before posting anything, so your parcel arrives somewhere we are expecting it and can be matched to your order. If you are unsure whether your request is within the window, contact us anyway and we will check the delivery date for you.
Condition of the Item
The item must come back to us in the condition it reached you, complete with its tags and original packaging, and we ask you to pack it carefully for the journey back. Please try your boots on indoors only, the way you would in a shop.
We check every return when it arrives. Boots that have been worn outdoors, scuffed, washed or otherwise used beyond checking the fit have lost value, and we will deduct a corresponding amount from your refund. Where that applies we contact you about it first rather than process a reduced refund without telling you.
Who Pays for Return Shipping
You pay the cost of return shipping on a standard return, and the return instructions we send you will tell you where to send the item. We recommend a tracked service, as you are responsible for the item until it reaches us. The exception is an item that arrived defective, damaged or was not what you ordered: in that case we arrange and pay for the return shipping, so there is nothing for you to cover.
Faulty, Damaged or Incorrect Items
Please check your order as soon as it arrives. If something is defective, damaged or is not the item you ordered, email us within 30 days of delivery with your order number and a clear photo showing the problem. Once we have confirmed it, 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.
Exchanges
We do not run a separate exchange process. If you want a different size or a different pair, return the original for a refund and place a new order for the one you want. This keeps the new order moving without waiting for the return to arrive with us. The only exception is an item that arrived faulty, damaged or was not what you ordered, where we send a replacement free of charge as described above.
How Long a Refund Takes
Refunds go back to the original payment method once the returned item has reached us and passed our quality check. Please allow up to 10 business days for the refund to be processed, and we will email you to confirm when it is done. The time it then takes to appear on your statement depends on your bank or card provider. If you have not seen the refund after that period and have our confirmation email, contact us with your order number and we will look into it.
Your Right to Cancel
If you are in the United Kingdom, you may cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013, without giving a reason. You must tell us within those 14 days that you are cancelling, so email us with your order number inside that period. Send the goods back within 14 days of telling us, and the refund is handled in accordance with UK consumer law. This right sits alongside our 30 day return window, it does not replace it.
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