Return & Refund Policy
Effective Date: 16 July 2026
At Zoë & Bella, we want you to shop with complete confidence. If your purchase isn't quite right, we're here to make the return process as straightforward and stress-free as possible.
This Return & Refund Policy explains how returns, refunds and exchanges are handled for orders placed through zoeandbella.com.
1. Our 30-Day Return Policy
If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
Whether you've changed your mind or the item wasn't quite what you expected, we'll do our best to make the process simple and hassle-free.
2. Return Eligibility
To qualify for a return, your item must:
- Be unused and unworn.
- Be returned in its original condition.
- Include any original tags and, where reasonably possible, the original packaging.
- Be accompanied by proof of purchase, such as your order confirmation email.
Unfortunately, we cannot accept returns for items that have been worn, washed, damaged after delivery or returned outside the 30-day return period.
3. How to Start a Return
To begin a return, please contact our Customer Support team before sending your item back.
Simply email:
Please include:
- Your order number.
- The reason for your return.
- Any photographs if the item is damaged or incorrect.
Our team will provide you with the appropriate return instructions and guide you through each step of the process.
Returns sent without prior authorisation may not be accepted.
4. Return Shipping Costs
Customers are responsible for the cost of returning items where the return is due to:
- a change of mind;
- ordering the wrong size;
- exchanging an item;
- any other reason not caused by an error on our part.
Customers are also responsible for any applicable customs duties or import charges associated with returning an item where these apply.
5. Faulty, Damaged or Incorrect Items
We take great care when preparing every order. However, if your item arrives damaged, defective or incorrect, please contact us as soon as possible after delivery.
Email us at:
To help us resolve the issue quickly, please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the item and, where applicable, the packaging.
Once we have reviewed your request, we will work with you to provide an appropriate solution. Depending on the circumstances, this may include a replacement, a refund or another suitable resolution.
6. Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed within 10 working days.
Refunds will be issued using the original payment method wherever possible.
Please note that the time taken for funds to appear in your account may vary depending on your bank or payment provider.
7. Non-Refundable Costs
The following costs are non-refundable unless required by applicable law or where the item is faulty, damaged or incorrect:
- Return postage costs paid by the customer.
- Customs duties or import charges incurred during the return process.
- Any additional services selected during checkout.
Zoë & Bella never charges restocking fees.
8. Exchanges
If you would like a different size or style, we recommend requesting a return for your original order and placing a new order for the desired item, subject to availability.
This helps us process your request as quickly as possible.
9. Processing Times
Return requests are reviewed promptly upon receipt.
Please allow:
- Up to 10 working days for your refund to be processed after your return has been inspected.
- Additional time for your bank or payment provider to complete the transaction.
We appreciate your patience throughout this process.
10. Contact Us
If you have any questions about returns or refunds, our Customer Support team will be happy to assist.
Trading Name
Zoë & Bella
Company
ZS ECOM LTD
Registered Office
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Website
zoeandbella.com
Telephone
+44 7460 017179
Customer Support Hours
Monday to Friday
9:00 am – 6:00 pm (UK time)
We aim to respond to all enquiries within one to two working days.
At Zoë & Bella, we're committed to making every part of your shopping experience enjoyable—including returns. Our goal is to provide a simple, fair and transparent process, so you can shop with confidence every time.
Last Updated: 16 July 2026