FAQ
Shipping Information
How long does it take to ship an order?
We aim to ship out orders within 2 working days of receiving your order. Shipping times depend on your location:
· UK: 2 - 3 working days.
· Europe: 1 -7 working days - depending on the service selected.
· US & Canada, Australia, New Zealand and Rest of The World excluding Africa: 3 -8 working days - depending on the service selected.
Note: These are estimated shipping times and may vary. More precise shipping estimates are provided during the checkout process. Please be aware that these estimates do not apply to pre-orders.
When will my pre-ordered item be dispatched?
Every pre-order item includes an estimated shipping date in its product description. Please note that this date is an estimate and may change on short notice due to current circumstances. You will be notified if there are any updates to the confirmed shipping date.
My order has been shipped but I haven't received it yet. What should I do?
If your estimated shipping time has passed and you have not received your order,
- Check tracking, the delivery address and any delivery photo or safe-place information - they may have delivered your order to a wrong address
- Contact us no later than 14 days after receiving your order dispatch confirmation, email us at sales@zulfalondon.com, please quote your order number.
- If the item is indeed confirmed as lost we will arrange a replacement or issue a refund where applicable
Customs Duties and Taxes
Will I have to pay additional charges on delivery?
Duties and import taxes depend on your delivery destination. Where we collect these charges at checkout, they’ll be shown in your order total. For destinations where they aren’t collected upfront, you may need to pay import charges to the carrier before delivery.
Why is the price different after I check out?
All products are sold in Great British Pounds (£GBP) as we are based in the UK. Your order confirmation and basket summary will display prices in GBP. If you make an international purchase, the amount will be converted to your local currency on your bank statement. Our payment gateway uses its own daily exchange rate for these conversions, so prices may vary slightly.
Returns and Exchanges
Is my order eligible for an exchange or a return?
We want you to be very satisfied with your purchase. If for any reason you are unhappy with your purchase, you are eligible for a refund or exchange on all non-sale items.
How easy is it to return an item for an exchange or refund?
Returns - If your items do not meet your needs, please return them in their original, unworn, and undamaged condition for a refund. Please use the returns portal to request a return.
Exchange - If you would like to exchange your items, please send an email to sales@zulfalondon.com
Is there a time limit for returning my order?
All return or exchange requests must be made within 14 days of delivery. Requests made after this period will not be accepted.
Can I return an item purchased on sale?
Yes, please see returns & refund policy.
Stock and Order Updates
How do I know if an item is back in stock?
You can sign up for a back-in-stock alert by subscribing to our email notifications. This way, you will be informed when an item in your size becomes available again.
How do I receive updates on my order?
After placing your order, we will send you email updates at each stage: when your order is confirmed, completed, and shipped. You may also track your order via the 'My Account' section on our website.
Sizing
How do I know my size?
All our products use UK sizing. For international conversions, please refer to our size guide/chart, which is available on every product page and at the bottom of our website.
Shipping Location
Where will my order be shipped from?
We are based in the UK and all orders are shipped from the United Kingdom.
Products Information
Where can I find information on sustainability?
Please send us an email at info@zulfalondon.com
Can I see your certificates?
Please send us an email at info@zulfalondon.com
Where are your products made?
All our products are lovingly made by artisans in Italy.
Do you offer samples of your product?
No, we do not offer product samples
Where can I find more information?
Please send us an email at info@zulfalondon.com