Returns contact: +44 7300 998338

1. Refund and Returns Policy

Your right to cancel (14 days)

If you are a consumer in the UK, you have the right to cancel your order within 14 days of receiving it, without giving a reason. This right applies under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, tell us clearly before the 14 days are up. You can request a return by logging into your account on our website, or by emailing hello@zaibuk.com. You then have a further 14 days to send the goods back to us.

Where you cancel a full order, we will refund the item price plus the standard outbound delivery charge you paid. If you chose a faster or upgraded delivery service, we refund the standard rate only. If you return part of an order, delivery charges are not refunded.

Refunds are issued within 14 days of us receiving the goods back, or within 14 days of you providing proof of postage — whichever is earlier. Refunds go to your original payment method.

Made-to-measure and custom-stitched items are excluded from this right — see "Items that cannot be returned" below.

Our 30-day returns policy

In addition to your statutory rights above, we offer a 30-day returns window as a goodwill policy. You have 30 days from receiving your item to request a return.

To be eligible, your item must be unworn, unused and in the same condition you received it, with all barcode tags and labels intact, and in its original packaging. You will also need your receipt or proof of purchase.

Our outfits are delicate. Please pack returns with care — items that reach us in a condition that is no longer saleable may not be refunded.

How to request a return

You can request a return by logging into your account on zaibuk.com, or by contacting us at hello@zaibuk.com or +44 7300 998338 with your order number.

Please request a return before sending anything back. Items sent to us without an approved return request cannot be accepted.

Return postage

When your return is approved, we will send you a pre-paid return label. A charge of £7.00 covers the cost of this label and is deducted from your refund.

You do not have to use our label. You may instead return your item using any tracked service at your own cost, or drop it off at our London office, in which case no £7.00 charge applies. We recommend a tracked or recorded service, as we cannot accept liability for parcels that do not reach us.

No return postage charge applies where an item is faulty, damaged, incorrect, or not as described. In those cases we cover the return cost in full.

Returns are sent to:

ZAIB UK Harrington House Milton Road Ickenham Uxbridge UB10 8NQ United Kingdom

Faulty, damaged, or incorrect items

Please check your order as soon as it arrives and contact us straight away if anything is defective, damaged, or not what you ordered.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not:

• Within 30 days of delivery, you may reject the item and receive a full refund.
• After 30 days and within six months, you may ask for a repair or replacement. If that is not possible or does not resolve the issue, you may claim a refund.

These rights apply to all items, including sale items and made-to-measure pieces, and cannot be excluded.

It helps us resolve claims quickly if you photograph the parcel and invoice before opening. This is a request, not a condition of any claim.

Please note that variation in colour, weave, and finish is characteristic of hand-finished and traditionally produced fabrics, and is not a fault. Where a sale item has a specific defect that we described or pictured before you bought it, that particular defect is not treated as a fault — but any other issue with the item is.

Items that cannot be returned

Made-to-measure and custom-stitched items cannot be returned or exchanged if you simply change your mind. These are made to your individual measurements or specification and cannot be resold, so they fall outside the statutory cancellation right. Please check your measurements carefully before ordering.

If a made-to-measure item has a manufacturing defect, or has not been stitched to the requirements you gave us, contact our customer service team and we will put it right. Your rights in respect of faulty or incorrect goods are unaffected.

Please note that custom-stitched orders may take longer than the stated timescale where we need to discuss tailoring details with you.

Sale and discounted items are returnable. Your cancellation and statutory rights apply to reduced items in the same way as full-price items. The £7.00 return label charge applies as normal.

Order quality checks

If we identify a quality issue with an item while preparing your order for dispatch, we will remove that item and refund it. The rest of your order will be dispatched as normal, and the refund will cover the excluded items rather than the full order value.

Exchanges

We offer one exchange per order. The quickest way to get the item you want is to return the original and place a new order once your return is accepted/Closed.

Cancelling before dispatch

You can cancel an order at any point before it is dispatched by emailing hello@zaibuk.com. Please allow up to 48 hours for a reply, Monday to Friday, excluding UK public holidays — if your order is dispatched before we read your message, your right to cancel under the 14-day cancellation period still applies once you receive it.

Refunds

We will let you know once we have received and inspected your return and whether your refund has been approved. Approved refunds are issued to your original payment method within 14 days of receipt of the goods.

Your bank or card issuer may take a further few working days to post the funds to your account.

If more than 14 days have passed since we confirmed your refund and you have not received it, contact us at hello@zaibuk.com.

Complaints

If you are unhappy with how we have handled a return, email hello@zaibuk.com and we will respond within five working days. This does not affect your statutory rights.

2. Shipping Policy

Where we deliver

We deliver to addresses within the United Kingdom only. We do not ship internationally at this time.

Delivery cost

Delivery is free on all UK orders.

Processing and delivery times

Ready-to-wear items typically dispatch within 2 working days.

Made-to-measure and custom-stitched items require production time. Timescales vary by product and are stated in the description on each product page. Please refer to the individual product page before ordering.

Orders are processed Monday to Friday, excluding UK public holidays.

Carrier and tracking

We dispatch using Royal Mail Tracked 48 & DPD. You will receive tracking details by email once your order leaves us.

Delays

Occasionally, delivery may be delayed by circumstances outside our control, including courier delays and adverse weather. We will keep you informed if this affects your order.

If your order has not arrived within 10 working days of the estimated delivery date, contact us at hello@zaibuk.com and we will investigate with the carrier.

Incorrect addresses

Please check your delivery address carefully at checkout. We cannot be held responsible for orders sent to an address entered incorrectly. If a parcel is returned to us as undeliverable, we will contact you to arrange redelivery, which may incur a further delivery charge.

Customs and import charges

All orders are dispatched from our UK warehouse. No customs duties or import charges apply to your delivery.

3. Privacy Policy

Last updated: 31-August 2026

ZAIB GLOBAL LTD ("we", "us") operates zaibuk.com. This policy explains what personal data we collect, why, and what rights you have. We are the data controller for this information.

Contact for data protection matters: hello@zaibuk.com Postal address: 5 Kellett Street, Uxbridge, England, UB10 0TX

What we collect

• Order information: name, billing and delivery address, email address, phone number, and order contents.
• Measurements, where you order made-to-measure items.
• Account information, where you create an account to place orders or request returns.
• Payment information: processed by our payment providers. We do not store your full card details.
• Device and usage data: IP address, browser type, pages viewed, and referring site, collected through cookies and similar technologies.
• Communications: the content of emails, WhatsApp messages, and phone calls with our customer service team.

 

You can withdraw consent for marketing at any time using the unsubscribe link in any email, by replying STOP to a WhatsApp message, or by emailing hello@zaibuk.com.

Who we share it with

• Shopify — our ecommerce platform, which hosts the store and processes orders.
• Shopify Payments — for card payment processing.
• Delivery partners — Royal Mail and DPD, who receive your name, address, and contact details to complete delivery.
• Meta Platforms — via the Meta Pixel, for advertising measurement and audience building, where you have consented.
• Google — via Google Analytics 4, for site analytics, where you have consented.
• WhatsApp (Meta) — where you contact us or consent to receive messages through WhatsApp.

We do not sell your personal data.

Cookies and tracking

We use cookies that are strictly necessary for the site to function, and — with your consent — analytics and advertising cookies including the Meta Pixel and Google Analytics 4. You can manage your preferences through the cookie banner on our site or through your browser settings.

Your rights

Under the UK GDPR you have the right to access your data, correct it, request erasure, restrict or object to processing, request portability, and withdraw consent. To exercise any of these, email hello@zaibuk.com. We will respond within one month.

If you are unhappy with our response, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Changes

We may update this policy from time to time. The date at the top shows when it was last revised.

4. Terms of Service

About us

zaibuk.com is operated by ZAIB GLOBAL LTD, a company registered in England and Wales under company number 16199400, with its registered office at 5 Kellett Street, Uxbridge, England, UB10 0TX.

Email: hello@zaibuk.com 

By using this website or placing an order, you agree to these terms.

Orders

Placing an order is an offer to buy. A contract is formed only when we send you a dispatch confirmation email. If we cannot fulfil your order — for example, if an item is out of stock or we identify a pricing error — we will contact you and refund any payment taken in full.

We reserve the right to refuse or cancel any order.

Pricing

All prices are shown in GBP. Delivery is free on UK orders.

We take care to ensure prices are accurate. If we discover an error in the price of an item you have ordered, we will contact you before dispatch to ask whether you wish to continue at the correct price or cancel.

Product descriptions and images

We aim to describe and photograph our products accurately. Colours may appear differently on different screens. Fabrics that are handwoven, hand-dyed, or hand-embroidered will show natural variation between pieces, which is part of their character rather than a defect.

Where you order a made-to-measure item, you are responsible for the accuracy of the measurements you provide.

Payment

We accept payment by debit and credit card through Shopify Payments. Payment is taken at the point of order.

Care of goods

All clothing sold on this website is recommended to be dry-cleaned. We cannot accept claims for damage caused by washing by another method, or for displacement of beading or sequins resulting from incorrect care.

This does not affect your rights in respect of goods that were faulty when you received them.

Delivery and returns

Delivery is governed by our Shipping Policy. Returns, cancellation, and refunds are governed by our Refund and Returns Policy. Both form part of these terms.

Intellectual property

All content on this site — including images, text, designs, and logos — belongs to ZAIB GLOBAL LTD or its licensors and may not be reproduced without written permission.

Acceptable use

You agree not to use this site for any unlawful purpose, to attempt to gain unauthorised access to it, or to introduce malicious code.

Our liability

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded under UK law — including your rights under the Consumer Rights Act 2015.

Subject to that, we are not liable for losses that were not foreseeable at the time the contract was formed.

Governing law

These terms are governed by the laws of England and Wales. Disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Changes

We may amend these terms. The version in force is the one published on this page at the time you place your order.

Legal entity: ZAIB GLOBAL LTD Company number: 16199400 (registered in England and Wales) Registered office:5 Kellett Street, Uxbridge, England, UB10 0TX Website: zaibuk.com Email: hello@zaibuk.com