Refund policy
Return and Refund Policy
Last Updated: 8 October 2025
Thank you for shopping with ZATILLI.
Our Return and Refund Policy aims to ensure a smooth, transparent, and fair experience for every customer.
Please review the guidelines below regarding eligibility, process, and timelines for returns, refunds, and exchanges.
Scope and Contact Information
For questions regarding returns and refunds, please contact us via:
📧 Email: info@zatilli.com
📞 Phone: +44 20 3807 2123
🏢 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Policy Overview
Return Period: 14 days from the delivery date
Refund Processing Time: Within 10 business days after receiving and inspecting your return
Return Shipping Costs: Covered by the customer unless the product is defective or incorrect
Order Cancellations
You may cancel your order within 2 hours of purchase by contacting our customer service team.
If your order has already been shipped, please follow the Return Instructions below.
Return Conditions
We accept returns under the following conditions:
🕒 Return Window: Within 14 days of receiving your order
📦 Item Condition: Items must be unused, in original packaging, and with all tags attached
🧾 Proof of Purchase: Required for all returns
🚫 Exceptions: Custom-made or personalized products, and hygiene items (such as undergarments) are non-returnable unless unopened and unused
Return Instructions
To start a return, please follow these steps:
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Contact Customer Service: Email info@zatilli.com with your order number, reason for return, and photos if applicable.
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Receive Return Authorization: Our team will review your request and send return instructions.
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Package the Item: Ensure all tags and packaging are included, and attach the return authorization form.
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Ship the Package: Use a reliable tracked courier service. Return shipping costs are your responsibility unless the product is defective or incorrect.
Refund Policy
Refund Approval: Once we receive and inspect your return, we’ll notify you of the approval status within 7 business days.
Processing Time: Approved refunds are processed to your original payment method within 10 business days.
Confirmation: You’ll receive an email once your refund has been processed.
If the refund does not appear after the expected timeframe, please check with your bank or card provider.
For further assistance, contact info@zatilli.com.
Exchange Policy
We offer exchanges for defective or incorrect items at no cost to you.
If you ordered the wrong size, please return the item using the standard process and place a new order for the correct size.
Exceptions and Special Cases
Defective or Damaged Items:
If your order arrives damaged or faulty, contact us within 48 hours. We’ll arrange a free return and offer either a replacement or full refund.
Incorrect Product:
If you receive the wrong item, we’ll cover all return shipping costs and promptly send the correct product.
Lost Packages:
If your package does not arrive within the estimated delivery timeframe, contact us immediately so we can investigate with the carrier.
Processing Times Summary
Return Window: 14 days from delivery
Inspection Period: Within 7 business days after receiving the item
Refund Issuance: Within 10 business days after inspection
Return Shipping Address
Please send approved returns to:
📦 ZATILLI Returns Department
71–75 Shelton Street, Covent Garden
London, WC2H 9JQ
United Kingdom
Contact Information
If you need further assistance, please reach out anytime:
📧 Email: info@zatilli.com
📞 Phone: +44 20 3807 2123
🏢 Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom