Shipping & Delivery
How long does it take to receive my order?
Below are the estimated delivery times for all orders:
Processing time: 1-2 business days (Monday to Friday)
Transit time: 3-10 business days (Monday to Friday)
Total delivery time: 4-12 business days
Please note that delivery times are estimates and may be affected by carrier delays, customs processing, or extreme weather conditions. For full details please refer to our Shipping Policy.
Do you offer free shipping?
Yes, we offer free shipping on all orders within the United Kingdom with no minimum purchase required. For more information, please refer to our Shipping Policy.
How can I track my order?
Once your order has been dispatched, you will receive a tracking email with a tracking number. You can use this to follow the status of your package directly with the carrier. Please note that tracking updates may take up to 48 hours to become available after dispatch. You can also track your order via the Order Tracking page on our website.
Do you ship internationally?
At this time we only ship within the United Kingdom.
Payments & Safety
What payment methods do you accept?
We accept the following payment options for all online purchases:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Shop pay
Are payments safe via this website?
Yes, all payments on our website are fully secure. We use industry-standard encryption and trusted payment providers to ensure your personal information is protected at every step. All transactions are processed through secure, encrypted connections (SSL).
Can I cancel my order after placing it?
You may cancel your order before it has been dispatched. To request a cancellation, please contact our customer service team as soon as possible after placing your order at info@by-zaye.com. Include your order number and reason for cancellation in your message.
Once your order has been dispatched, cancellation is no longer possible. You may still return the item in accordance with our Refund and Return Policy.
Can I make changes to my order after placing it?
We are unable to guarantee changes to orders once they have been placed. If you need to update your delivery address or contact information, please contact us immediately at info@by-zaye.com with your order number. We will do our best to accommodate your request, but we cannot guarantee changes can be made once the order has been processed.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible, the item must be unworn, unused, with original tags and in its original packaging. For full details please refer to our Refund and Return Policy.
How do I request a return?
Contact us at info@by-zaye.com to request a return. Once your return is accepted, you will receive instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. We do not refund return postage costs unless the item is defective, damaged, or incorrectly delivered.
How long does a refund take?
Once we have received and inspected your return, we will notify you of the approval. If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may require additional processing time.
If you have not received your refund within 15 business days of approval, please contact us at info@by-zaye.com.
Do you offer exchanges?
Yes, we offer exchanges. If you would like to exchange an item for a different size, colour, or style, contact us at info@by-zaye.com to request an exchange. We cover the cost of returning your original item, and a flat exchange fee of £7.95 applies for shipping your new item. Exchanges are subject to availability of the requested size, colour, or style.
What items cannot be returned?
The following items cannot be returned:
- Items showing signs of wear or use
- Items without original tags or packaging
- Sale items and gift cards
General
How can I contact customer service?
You can reach our customer service team by visiting our Contact page or by emailing info@by-zaye.com. Our customer service hours are:
Monday to Friday: 9am - 5pm
Saturday and Sunday: Closed.
We aim to respond to all enquiries within 24 hours.
Where is Zayé based?
Zayé is operated by a company registered in the Netherlands. We have a warehouse located in the United Kingdom, and this store has been created specifically to serve customers across the UK. Our product selection, pricing, shipping, customer support and store policies are all tailored to the UK market.
Will I be charged customs or import fees?
Our products are shipped from China and may be subject to UK customs charges and import VAT upon arrival. We use DDU shipping (Delivered Duty Unpaid), which means the following:
Orders up to £135 in value are generally exempt from import duties but may still be subject to UK import VAT (20%).
Orders over £135 in value may be subject to both import duties and UK import VAT (20%).
Any customs charges are the responsibility of the customer and will be collected by HMRC or the shipping carrier upon delivery. Zayé has no control over customs charges and cannot predict the exact amount for your specific order. We recommend visiting www.gov.uk/goods-sent-from-abroad for more information.
Company information
Email address: info@by-zaye.com
Phone number: +44 7868198619
Store name: Zayé
Warehouse address: 30-2 Stanley Park, Bootle,
Litherland, Liverpool L21 9JU, United Kingdom
Business name: Zayé
Chamber of Commerce: 76549437
VAT Number: NL003094472B77
Business address: Watteaustraat 8 A3,
Noord-Holland, 1077ZL Amsterdam, The Netherlands
Customer service opening hours:
Monday to Friday: 9am - 5pm
Saturday and Sunday: Closed
We aim to respond to all inquiries within 24 hours.