Our Commitment
At Zyrallexeththon, we take pride in every scarf we create. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.
Your statutory rights: This policy does not affect your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If goods are faulty, not as described, or not fit for purpose, you have additional rights including a short-term right to reject within 30 days of delivery.
Return Period
Under the Consumer Contracts Regulations 2013, you may cancel your order and return ready-made items within 14 days of receiving your order. The return period begins from the day after you receive your delivery. To be eligible for a return, items must be:
- Unused and in the same condition that you received them
- In the original packaging with all tags attached
- Free from perfume, smoke, or other odours
- Not damaged through misuse or improper care
Custom Orders
Due to the bespoke nature of our custom scarves, we are unable to accept returns on made-to-order items unless they are faulty or significantly different from the agreed design. Before production begins, we will send you a detailed design confirmation for your approval.
Faulty Items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, as described, and fit for purpose. If you receive a faulty item, one that differs from your order, or does not meet these standards, you have the right to a repair, replacement, or refund. Please contact us as soon as possible (within 48 hours of delivery where practicable) and include photographs of the defect. We will arrange for a replacement or full refund, including any return shipping costs. For faulty goods, you have a short-term right to reject within 30 days of delivery and receive a full refund.
How to Return
To initiate a return, please follow these steps:
- Contact us by email or phone to request a return authorisation
- Pack the item securely in its original packaging
- Include your order number and reason for return
- Ship the item to our studio address using a tracked delivery service
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or we made an error with your order. We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, your refund will be processed without undue delay and in any event within 14 days of us receiving the goods back (or proof of return), as required by the Consumer Contracts Regulations 2013. In practice, this is typically within 5-7 business days. The refund will be credited to your original payment method.
Exchanges
If you would like to exchange an item for a different style or colour, please contact us. Exchanges are subject to availability and may require return of the original item before the new item is dispatched.
Damaged in Transit
If your order arrives damaged, please contact us immediately with photographs of the packaging and item. We will work with our delivery partners to resolve the issue and provide you with a replacement or refund.
Contact Us
For any questions about returns or to initiate a return, please contact us:
- Address: 15 White Church Ln, London E1 7QR, United Kingdom
- Phone: +44 7863 820673
- Email: ask@zyrallexeththon.world