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Returns

HOW DO I CREATE A RETURN REQUEST?

1 - Go to Returns Manager

2 - Find your order by entering your email address and order number. 

3 - Click on the return icon   for the item(s) you wish to return.  

4 - Choose whether you want a refund or replacement.

5 - Enter the quantity and your reason for return.

6 - Once you receive your RMA number by email, please ship your item(s) to the following address.

     Zelle Studio Ltd.
     34 Great Windmill St.,
     London, W1D 7LR, United Kingdom

7 - Please return your item(s) in original condition & packaging along with completed return form.

8 - Once you have received your RMA number by email, we will send you a separate email with the DHL return label. Please note DHL return is not a free service. We may have to deduct the shipping fee from your refund depending on the reason for your return.

9 - Book a free collection with DHL, by calling +44 (0)844 248 0844 or visit dhl.com and select your country to find the telephone number of your nearest DHL branch. For fasting processing, please quote our DHL account number (stated on the shipping label) when booking a collection.

10 - Once we have received and checked your returned item(s), we will process the refund or replacement and notify you by email.

*We kindly ask you to handle all items with care. When trying on clothing, please do not use unnecessary force and ensure you are not wearing any beauty products that may leave a scent or marks. We will be unable to accept the return where these instructions have not been followed.

 

RETURN POLICY

In order to qualify for any refund or exchange/replacement, please: 

  • Create a return request within 14 days upon receipt.
  • Send back your item(s) once we have issued you a RMA number.
  • Make sure your item(s) meets the following criteria:
    • Unworn and free of any odour, marks, stains, and damages.
    • In its original condition & packaging with all tags intact.
*Gift cards cannot be refunded or exchanged for cash.  

     

    EXCHANGES / REPLACEMENTS 

    • Exchanges can only be made for a different size or colour of the same product and are not guaranteed.
    • We will replace items if they are defective or damaged when you receive them. Your replacement item(s) will be sent to you on receipt of the original item(s) being returned.
    • Depending on your country, the time for your exchange(s) or replacement(s) to reach you may vary.

     

    SHIPPING

    • Book a free collection by going on dhl.com to find the telephone number of your nearest DHL branch.
    • Once we have received your return, we may issue you a refund minus the DHL shipping fee depending on the reason for your return.
    • We will not charge the cost of shipping if the item(s) is proven defective.
    • Please take a note of your DHL waybill number.
    • We cannot be held responsible for any returns lost or damaged in the post.

     

    REFUNDS

    • Once we have received your returned item(s), we will notify you by email.
    • After we inspect your returned item(s), we will notify you of the approval or rejection of your refund.
    • If your return is approved, your refund (minus the DHL shipping fee if applicable) will be credited to the original method of payment. Please note, refunds may take up to 10 working days depending on your bank or credit card provider.

     

    TAXES & CUSTOMS DUTIES

    • For orders in the UK and EU, Valued Added Taxes (VAT) will be refunded.
    • For orders outside the UK and EU, local taxes and customs duties cannot be refunded.

     

    SALE ITMES

    • All sales of last call items can be returned for an exchange or store credit only.
    • Only full price items may qualify for a refund.

     

    ORDER CANCELLATION

    • You have the right to cancel your order for a full refund within 14 days upon purchase.
    • If you have not received your order yet, please email care@zellestudio.com as soon as possible. We will try to arrange a cancellation for you before dispatch.
    • All cancellations must be made in writing quoting your order number. 
    • If your order has already been dispatched, then you will have to follow the returns instruction above to return the goods to us. Please note the cost of return and care of the item(s) are yours until the item(s) reach us.  

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