Shipping policy
Refund & Return Policy
We want you to be completely happy with your Zylen London order. If something isn't right — wrong size, wrong item, or simply not what you expected — we'll make it right.
Return Window
You may request a return or exchange within 7 days of receiving your order. Requests made after 7 days cannot be accepted.
Condition of Returned Items
To be eligible, items must be:
- Unworn, unwashed and unaltered
- In their original condition, free from stains, odours, perfume, makeup or pet hair
- With all original tags and labels still attached
- Returned in the original packaging
Items that do not meet these conditions will be returned to you and no refund will be issued.
Items We Cannot Accept
- Innerwear, socks and swimwear, for hygiene reasons
- Items marked Final Sale or Clearance
- Items purchased with a promotional discount of 50% or more
- Gift cards
- Items damaged through wear, washing or misuse after delivery
How to Request a Return
| Step | What Happens |
|---|---|
| 1. Contact us | Email info@zylenlondon.com or message us on WhatsApp with your order number, the item, and the reason for return. |
| 2. Approval | We confirm your return within one business day and share the return address and instructions. |
| 3. Ship it back | Pack the item securely with its tags and send it to the address provided. |
| 4. Inspection | We inspect the item within 2–3 business days of receiving it. |
| 5. Refund or exchange | Once approved, your refund is issued or your exchange is dispatched. |
Please do not send any item back before contacting us. Unapproved returns cannot be processed.
Return Shipping Costs
If the return is due to our error — a wrong, faulty or damaged item — we cover the return shipping cost in full.
For change-of-mind returns, including size and colour changes, the customer covers the cost of sending the item back to us. Original delivery remains free.
Exchanges
Exchanges for a different size or colour are subject to stock availability. If your preferred size is unavailable, we will offer a refund or store credit instead. Exchanges are dispatched free of charge once we receive and approve the returned item.
Refunds
Approved refunds are processed within 7–10 business days of inspection.
| How You Paid | How You're Refunded |
|---|---|
| Card or online payment | Back to the original payment method |
| Cash on Delivery | Bank transfer, Easypaisa or JazzCash to the account you nominate |
Depending on your bank or wallet provider, funds may take a further few days to appear in your account.
Faulty or Incorrect Items
If your order arrives faulty, damaged or incorrect, contact us within 48 hours of delivery with photographs of the item and its packaging. We will arrange a replacement or a full refund, including all shipping costs, at no expense to you.
Cancellations
Orders can be cancelled free of charge any time before dispatch. Once your parcel has been handed to the courier, it must be handled as a return.
Refused Deliveries
Refusing a Cash on Delivery parcel without contacting us first is not a valid cancellation. Repeated refusals may result in future orders requiring advance payment.
Contact Us
Questions about a return, exchange or refund? Email info@zylenlondon.com or message us on WhatsApp. We respond within one business day.