Return & Exchange Policy

At Zorveli, customer satisfaction is a priority.
If your purchase does not meet your expectations, we offer a straightforward return and exchange process in accordance with UK consumer standards. Please read the policy below before submitting a request.

1. Eligibility for Returns

You may request a return or exchange within 14 days of receiving your order.

To be eligible, items must be:

  • Unused, unworn, and unwashed

  • In their original condition

  • With all labels, packaging, and tags intact

Items showing signs of wear, damage, or alteration are not eligible for return.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Intimates and underwear

  • Swimwear worn or without hygiene seal

  • Accessories such as earrings

  • Gift cards

If an item is defective, please contact us and we will assist you regardless of category.

3. Return Process

To request a return:

  1. Email our support team at contact@novalensia.com

  2. Provide your order number, item(s), and the reason for the return

  3. Wait for our confirmation and return instructions

Returns sent without prior authorisation may not be accepted.

4. Return Shipping Costs

Return shipping fees are the responsibility of the customer, unless the item is:

  • Faulty

  • Incorrect

  • Damaged upon arrival

In these cases, Zorveli covers the cost or provides a prepaid return label.

5. Exchanges

If you wish to exchange an item for a different size, colour, or style:

  • Submit a return request following the steps above

  • Exchanges are subject to product availability

  • If the requested item is unavailable, we will issue a refund instead

6. Refunds

Once the returned item is received and inspected, your refund will be processed within 5–10 business days.

Refunds are issued to the original payment method.
Shipping fees, if applicable, are non-refundable unless the return is due to an error on our part.

7. Faulty or Damaged Items

If you receive an item that is damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide clear photos of the defect and the package

  • Our team will offer a replacement or refund at no additional cost

8. Late or Missing Refunds

If your refund has not yet been received:

  • Check your bank or card provider

  • Note that processing times may vary

  • If the issue persists, contact us and we will assist immediately

9. Order Cancellations

Orders can only be cancelled before they enter the processing stage (usually within the first 1–2 business days).
Once the order has been dispatched, cancellations are no longer possible.

10. Contact Us

For any questions related to returns or exchanges, our team is here to help:

Email: contact@novalensia.com
Website: zorveli.com