Frequently Asked Questions

Orders

Can I cancel or change my order?

Orders can be cancelled within 30 minutes of purchase. Once an order has entered processing, cancellation is no longer possible. After delivery, a return may be requested in accordance with our Return & Refund Policy.

Which payment methods do you accept?

We offer several secure payment options, all protected through SSL encryption, including Mastercard, Visa, Google Pay, Apple Pay, Shop Pay and Amazon Pay. See our Transactions Policy.

What if I entered the wrong delivery address?

Orders are shipped to the address entered at checkout, so please check your details carefully. Once a shipment has left our warehouse, carriers do not allow us to change the delivery address. If a parcel is returned because of an incorrect or incomplete address, our support team will contact you and we may arrange a reshipment or offer store credit. See our Shipping Policy.

Shipping and delivery

Where do you deliver?

We ship within the United Kingdom only. Orders placed from outside the United Kingdom cannot be fulfilled.

How much is shipping?

All orders include free shipping. No additional shipping or handling charges apply.

How long will my order take?

Processing takes 3 to 5 business days and shipping takes 9 to 15 business days, so please allow 12 to 20 business days in total from the date of purchase. These are estimates and may vary at busy times. See our Shipping Policy.

Will I have to pay customs or import charges?

Our products are shipped from our international fulfilment centre, so orders may be subject to import duties, taxes or customs charges on arrival. These are set by UK customs authorities and are the customer's responsibility.

How do I track my order?

Once your order has shipped, you will receive a confirmation email with a tracking link. You can also track your order at any time on our Track your order page. Tracking updates may take 3 to 8 business days to appear after dispatch.

My parcel says delivered but I can't find it. What should I do?

Once the carrier marks a parcel as delivered, the order is considered complete. If you can't find it, contact our support team and we will help you contact the carrier and look into it.

Returns and refunds

What is your return policy?

You may request a return for eligible items within 30 days from the date of delivery. Items must be unused, unworn and undamaged, in their original condition, with all original packaging, tags and labels, and the return must be approved by our support team before it is sent.

Which items can't be returned?

Products with broken or removed hygiene seals (such as underwear, shapewear and bras), personalised or custom-made items, and products damaged through misuse or improper handling.

How do I start a return?

Email info@zadahart.com with the item(s) you wish to return, the reason, photos (required if the item is incorrect or damaged), your full name and shipping address, and your order number. Once approved, our team will send you the return address. Returns sent to any other address will not be accepted.

Are there any costs for returning an item?

For change-of-mind returns, you pay the return shipping and any customs charges, and a 15% restocking fee is deducted from your refund. You will be told about this fee before you confirm your return. The fee and the return shipping cost are waived if your item arrived defective, damaged or incorrect.

How long do refunds take?

Once your return has been received and inspected, approved refunds are issued to your original payment method within up to 10 business days, depending on your bank or payment provider.

Can I exchange an item?

Yes. Exchanges go through the standard return process: submit a return request stating that you want an exchange, then place a new order for the item you want. The 15% restocking fee is waived on exchanges.

Contact

How can I contact you?

Email info@zadahart.com, call +44 1270 916375, or use our contact form. Our customer service hours are Monday to Friday, 9am - 6pm (GMT), and we are closed on Saturday and Sunday. We reply within 12-24 business hours.