Refund policy

Returns, Exchanges & Refunds

At Żiemel, we want you to love your order. Please read our policy carefully before making a purchase and use our size guide to help select the right size.

Returns

We accept returns within 14 days of delivery for eligible items.

Returned items must:

  • Be unworn and unused

  • Be in their original condition

  • Have all original tags attached

  • Be free from makeup, perfume, stains, washing or damage

  • Be securely packaged when returned

Customers are responsible for the cost of returning an item unless the item is faulty or we have sent you the wrong item.

Exchanges

We offer exchanges for a different size or, where available, another item of the same value.

Exchange requests must be made within 14 days of delivery. Items must meet the conditions listed above.

Exchanges are subject to availability. If your requested size or item is unavailable, we will contact you to discuss your options.

Refunds

Once your return has been received and inspected, we will confirm whether it is eligible for a refund.

Where a refund is due, it will be issued to the original payment method.

Please allow reasonable processing time for the refund to appear in your account, depending on your payment provider.

Nothing in this policy affects your statutory consumer rights under UK law.

Faulty or Incorrect Items

If your order arrives faulty, damaged or you receive the wrong item, please contact us as soon as possible.

Please include your order number and photographs showing the issue. We will assess the problem and, where appropriate, offer a replacement, exchange or refund in accordance with your legal rights.

Sale Items

Sale items may be subject to different return conditions, which will be clearly stated on the product page at the time of purchase.

Your statutory consumer rights are not affected.

How to Request a Return or Exchange

Please contact Żiemel Customer Service before sending anything back. Do not return an item without first receiving return instructions from us.

When contacting us, please provide:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return or exchange

  • Your preferred exchange size, if applicable

We reserve the right to refuse returns that do not meet the conditions outlined in this policy, except where applicable law provides otherwise.

Thank you for choosing Żiemel.