FAQs

How do I return my order?

Customers can return un-opened products for a refund or exchange for a different size within 30-days. Email this address: [email protected] to get started or visit our Returns + Exchanges Page for more info.

When will my product be delivered?

Once your order ships, you will also receive an order shipping confirmation by email. Please allow up to 5 business days from the date of your order for tracking information to appear.

Due to current circumstances, some orders may arrive later than expected. Our carriers, such as Royal Mail, FedEx and USPS, may have more specific updates. We apologize for any inconvenience and appreciate your patience.

My product is defective. Can I return it?

If you believe your product is defective, you have the option to return them to our warehouse for inspection. Please note that we do not offer repair services or replacements parts and we do not guarantee refunds, as our warehouse makes the final determination.

We request that you send your product to the following address:

Unit 1 main studio,
Bay Studios business park, Ffordd Amazon,
Swansea,
SA1 8QB

Please print a Defected Product Return Form and follow return instructions. We are unable to offer exchanges for defective product returns. All returns will be subject to refund only. Note: We recommend using a traceable shipping service. We are not responsible for lost packages.

Do you offer exchanges?

Customers can exchange un-opened products for an equal or lower price within 30 days. To get started or visit our Returns + Exchanges Page for more info.

Can I cancel my order?

To better serve our customers, we process and ship orders very quickly. If you need to cancel your order for any reason, there is a one (1) hour window after the order is placed to cancel orders. Once this window has passed, you can return your order by mail. View full cancellation instructions.

Why was my order cancelled?

We perform routine audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order.

Can I amend my order once it has been placed?

Unfortunately, we cannot amend your order once it has been placed.

If you contact us via email at: [email protected] within 2 hours of your order being placed (or before it has been shipped) we will cancel your order and refund you so you can place a replacement order.

What to do if I haven’t received my order?

If you have any questions about your order, please contact our fulfilment partner: First GB Logistics Ltd who will be happy to help. Please have your order ID or delivery postcode to hand.

Email at: [email protected]

Hours of operation:

Mon-Fri. 8:30 AM – 5:00 PM (GMT)

How can I contact you?

Email us at: [email protected]

Hours of operation:

Mon-Fri. 9:00 AM – 5:00 PM (GMT)

What are your shipping options and rates?

Shipping Rates:

Standard
Shipping is £5.24 on all orders
Delivers in 5 business days

All orders placed before 2pm Monday-Thursday will be shipped for next day. Orders placed before 2pm on Friday are not guaranteed to arrive Saturday but are guaranteed to arrive on Monday. Orders placed after 2pm on Friday will arrive Tuesday.

When you place an order on zero-sole.com, you will receive an order confirmation message immediately. Once your order leaves our warehouse, we’ll send another email with tracking information.

The delivery is made to the delivery address indicated by you when submitting your order.

We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay.

Which credit cards and payment options do you accept?

zerosole.com happily accepts Visa, MasterCard, American Express, Discover, Stripe, PayPal, Apple, Amazon Pay, and Google Pay. If you get an error message after submitting your credit card information, please double check to make sure that you entered the following correctly:

  • Your name as it appears on the card.
  • Billing address on file with your card issuer.
  • Credit card number.
  • Card verification number.
  • Card expiration date.

If you are still experiencing problems, please call your card issuing bank for details. Remember, when you shop at zerosole.com, your credit card information is safe and secure. For more on how we protect this information, please see our Privacy Policy.

I can’t find the answer I was looking for, can someone help?

If you can’t find the answers you are looking for, please email us at: [email protected] and we would be happy to help.

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