FAQ

Orders

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at support@newzylo.com.

We process orders quickly, so while we will do our best to help, changes or cancellations may not be possible once your order has been processed or dispatched.

Will I receive an order confirmation?

Yes. Once your order has been placed, you will receive an order confirmation email. When your order is dispatched, you will also receive a shipping confirmation email with tracking details where available.

I entered the wrong address. What should I do?

Please contact us immediately at support@newzylo.com. If your order has not yet been processed, we may be able to update your address. If the order has already been dispatched, we may not be able to make changes.

Shipping

Do you ship within the United Kingdom?

Yes. ZYLO currently ships within the United Kingdom.

How long does delivery take?

Orders are usually processed within 1–2 working days. Standard delivery typically takes 7–14 working days after dispatch. If express delivery is available at checkout, it typically takes 4–7 working days after dispatch.

Delivery times are estimates and may vary during busy periods, promotions, public holidays or courier delays.

Do you offer free shipping?

Yes. We offer free standard shipping on orders over £50.

How can I track my order?

If tracking is available for your shipment, you will receive a dispatch email with tracking information once your order has been sent.

Returns and Refunds

What is your return policy?

We offer free returns within 30 days of delivery for eligible UK orders. Items must be unworn, unused, in their original condition and returned with tags attached.

This is in addition to your statutory cancellation rights under UK consumer law.

How do I start a return?

Please email support@newzylo.com with:

your order number
the item(s) you want to return
the reason for the return

We will then provide return instructions.

When will I receive my refund?

Once your return has been received and approved, refunds are usually issued to your original payment method within 5–10 working days. Your bank or payment provider may take additional time to process the refund.

What if my item is faulty, damaged or incorrect?

If your order arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery with:

your order number
clear photos of the issue
a short description of the problem

We will review the issue and work to resolve it as quickly as possible.

Sizing and Product Information

How do I choose the right size?

Please refer to our Size Guide and any product-specific fit notes on the product page. If a product page includes its own measurements or sizing advice, that information takes priority.

Are your colours exactly the same as shown online?

We do our best to display product colours as accurately as possible. However, colours may appear slightly different depending on your screen settings, lighting and device.

Will every product fit the same way?

Not always. Fit can vary depending on the fabric, cut and style. Fitted styles, stretch fabrics and tailored pieces may feel different even if they are labelled with the same size.

Payments and Security

What payment methods do you accept?

We accept the payment methods displayed at checkout, which may include major debit and credit cards, Apple Pay, Google Pay and Shop Pay.

Is it safe to shop on your website?

Yes. We use secure technology to help protect your information and process payments safely. For more information on how we handle personal data, please see our Privacy Policy.