Delivery

We aim to process and ship all orders within 2 working days (excluding weekends and bank holidays). During peak periods this may be longer, we appreciate your patience.

Once your order is shipped, you will receive an email notification with tracking details.

Please note we are currently only able to offer shipping across the UK, Northern Ireland, Channel Islands and the Republic of Ireland.

Deliveries to the Channel Islands and the Republic of Ireland may be delayed due to customs checks.

Who do we use?

We use Royal Mail to ship all our orders.

Delayed / lost packages

Once your order is shipped, you will receive tracking information via email. Please note that although we use a tracked service, sometimes delays happen that are outside of our control — such as adverse weather, strikes or parcel backlog.

If your parcel is delayed, mis-delivered or has been lost, please contact Royal Mail in the first instance with your tracking number as they are best placed to help you. If you need further assistance, please contact us at hello@zero18.com, we will always do our best to help you.

Address changes

Please double check your shipping address before placing an order. If you notice an error or need to update it, please contact us immediately. Once your order has been shipped we're unable to make changes to the delivery address.

Unfortunately, we're unable to replace or refund orders that were sent to the wrong address if the details were entered incorrectly at checkout.

Returns

At ZERO18 we want your shopping experience with us to be positive from start to finish. With that in mind, we have provided detailed size guides, fabric composition information and washing instructions for each item in the collection, to help you make the right choices.

If there is anything we can do to help, or any questions you would like answered prior to purchase, please do contact us at hello@zero18.com — we are more than happy to help!

If, having made your purchase, you need to start a return, here is information on how to do it:

• Please notify us within 14 days of receipt of your order of your wish to return (see further details below).
• Returns can be made within 28 days of receipt of your order. Items must be unused, unwashed, and have all tags intact. Please take care when trying items on as items with make up, deodorant or other marks will not be accepted. Items must be returned in the same packaging and in the same condition as they were received.
• Christmas purchases made between 15th November and 24th December are eligible for return up to and including 31st January. This is subject to all other return criteria. 

Non-returnable items

Please ensure you only try items of clothing on when you are clean and dry and in a suitable environment. Returns will not be accepted if items are not in their original saleable condition and if they show any signs of wear which include, but are not limited to, those listed below:

• items not in their original condition.
• items that have sweat marks, make up, deodorant marks.
• items that are damaged.
• items that have had tags removed.
• items returned after the 28 day window (Christmas exception see above).

In addition, please note that socks are not eligible for return.

How to complete your return

• Please contact us at hello@zero18.com within 14 days of receipt of your order.
• Please provide your order number, detail of the item(s) that you would like to return and the reason for your return.
• We will respond to your email with details of how to return the item(s).
• Unfortunately, as a small business we cannot provide free returns. Customers are responsible for return shipping costs. We strongly advise using a tracked service to ensure their safe arrival.
• Once your return is received, the item(s) will be inspected to ensure they meet our return criteria. If approved, your refund will be issued to the original payment method. We aim to process approved refunds within 3-5 working days. You'll receive a confirmation once the refund has been processed. Please allow up to 14 days from this confirmation email for the refund to appear in your bank account.
• Please return your items in the original packaging.
• Please note that any refund issued will not include the original shipping cost or the return shipping cost.
• If your return was refused, we will email you with the reason(s) why. If you wish to then have the item posted back to you, you will be responsible for the postage cost.

Exchanges

At this time we are unable to offer exchanges.

Faulty items

At ZERO18 we take pride in producing small runs of high quality items. Each item is checked and double checked before being shipped to ensure that all garments meet our high standards of perfection. 

However, that said, we are only human and understand that mistakes do happen. On occasion, a less than perfect item may slip through the net and end up on your doorstep. If this happens and you receive a faulty item, please contact us at hello@zero18.com immediately and we will do our best to put it right.

Order cancellation

If you change your mind and wish to cancel your order, please contact us as soon as possible. Once your items have been packed and prepared for shipping, we are unable to make any changes or issue a refund. In this case, please follow the returns process above - unless of course you change your mind again once it arrives!