FAQ

Frequently Asked Questions

Find answers to common questions about Zareli Active products, orders, delivery, promotions, returns, payments and customer care.

Orders and Delivery

How long does it take to process my order?

Orders are normally processed within 1–2 working days after payment has been confirmed.

Working days are Monday to Friday, excluding UK bank holidays. Orders placed at weekends or on bank holidays will begin processing on the next working day.

Processing may occasionally take slightly longer during collection launches, promotional periods or unusually high demand. Once your order has been dispatched, you will receive a confirmation email with your tracking information.

How long will my order take to arrive?

Our current estimated UK delivery timeframes are:

Standard Delivery — Free

Processing: 1–2 working days.
Transit after dispatch: 3–6 working days.
Estimated total: 4–8 working days.

Express Delivery — Additional cost

Processing: 1–2 working days.
Transit after dispatch: 1–3 working days.
Estimated total: 2–5 working days.

Delivery timeframes are estimates rather than guaranteed delivery dates. Carrier disruption, severe weather, public holidays, customs processing, unusually high demand or other circumstances outside our reasonable control may occasionally cause delays.

Deliveries to Northern Ireland, the Scottish Highlands, the Channel Islands, the Isle of Man and other remote postcodes may require an additional 1–2 working days.

Is Standard Delivery free?

Yes. Standard Delivery is free on all eligible Zareli Active orders delivered within the United Kingdom. There is currently no minimum order value.

How much does Express Delivery cost?

Express Delivery is optional and has an additional cost. The exact amount will be displayed at checkout before you complete your purchase.

Will I have to pay customs duties or import taxes?

Applicable customs duties, import taxes and mandatory charges associated with delivery to the United Kingdom are included in the amount paid at checkout or covered by Zareli Active.

You should not be asked to pay unexpected customs duties, import taxes, handling fees or additional Standard Delivery charges when your order arrives.

If a carrier requests an unexpected customs or import payment, please contact contacto@zareliactive.com before making the payment so that we can investigate.

How can I track my order?

Once your order has been dispatched, you will receive a confirmation email containing a tracking number or tracking link.

You can also follow your delivery through our Track Your Order page.

Tracking information may take up to 48 hours to become available after the dispatch confirmation has been issued.

Why did I receive more than one tracking number?

Some orders may be delivered in more than one parcel due to product availability or logistics arrangements.

If your order is divided into separate parcels, you may receive a different tracking number for each parcel. You will not be charged an additional Standard Delivery fee.

What should I do if my order is delayed?

First, check the latest information provided through your tracking link.

If the tracking has not updated for several working days, or your order has not arrived within the estimated timeframe, contact contacto@zareliactive.com.

Please include your full name and order number so that we can review the delivery and contact the carrier where appropriate.

What should I do if tracking shows “delivered” but I have not received my order?

Please:

Check with other members of your household.
Check any designated safe place at the delivery address.
Check with neighbours or building reception.
Review any delivery photograph or carrier notification.
Contact us if the parcel is still missing.

Where Zareli Active arranged the carrier, your order remains our responsibility until it reaches the physical possession of you or a person identified by you to receive it.

Contact contacto@zareliactive.com with your full name, order number and delivery details so that we can investigate.

Order Changes and Cancellations

Can I change or cancel my order?

Contact contacto@zareliactive.com as soon as possible.

We will make reasonable efforts to change or cancel your order before dispatch, but this cannot be guaranteed once processing has started.

If we can cancel the order before dispatch, we will refund the amount paid, including any delivery charge paid for that order.

If the order has already been dispatched, you may need to wait for delivery and then follow our return procedure.

Can I change my delivery address?

We will make reasonable efforts to update it before dispatch. However, an address change cannot be guaranteed once the order has entered processing or has been dispatched.

Please check your full address and postcode carefully before submitting your order.

Buy More, Save More

How does Buy More, Save More work?

Choose any eligible leggings. The more you add, the more you save:

1 legging — 20% off
2 leggings — 25% off each
3+ leggings — 30% off each

The discount is applied automatically in your bag or at checkout. No code is required.

Can I mix different leggings?

Yes. You can mix eligible styles, colours and sizes, subject to availability.

Which products are included?

The promotion currently applies to leggings clearly identified as eligible for Buy More, Save More.

Sets, shorts, tops, T-shirts, one-pieces and other products are not included unless expressly stated.

Why has my discount not appeared?

Check that:

The required number of eligible leggings has been added.
A size has been selected for each product.
Every product selected is part of the active promotion.
An incompatible promotional code or offer has not been applied.

If the discount still does not appear, contact contacto@zareliactive.com before completing your purchase.

Can I combine Buy More, Save More with another discount?

Not unless the website expressly states that the promotions can be combined.

Can the promotion change?

Yes. Promotional availability, eligible products and discount levels may change for future orders.

The offer displayed when your order is placed will apply to that purchase.

What happens if I return part of a Buy More, Save More order?

You may return eligible products in accordance with our Returns & Refunds Policy.

If a partial return changes the number of eligible leggings you keep, the promotion may be recalculated using the discount tier applicable to the retained leggings.

Your statutory rights for faulty, damaged, incorrect or misdescribed products are not affected.

Products and Sizing

How do I choose the correct size?

Review the UK Size Guide available on the relevant product page before ordering.

Available sizes may include:

Fit may vary depending on the product design, fabric, preferred fit and individual body proportions. Where available, additional fit guidance will be displayed on the product page.

Can I choose different sizes for the top and bottom of a set?

Where the product page provides separate size selectors, you may choose different available sizes for the top and bottom.

Where a set has one size selector, both pieces will be supplied in the selected size. Always review the options shown on the relevant product page before adding the set to your bag.

Are the product colours accurate?

We make reasonable efforts to present product colours, designs and details accurately.

Minor colour differences may occur because of studio or natural lighting, screen brightness, display settings and differences between devices.

The product you receive will still correspond to the description and selected variant displayed when you placed your order.

What materials are the products made from?

The exact material composition is displayed on the relevant product page and, where applicable, on the product label.

Many Zareli Active products use polyamide and elastane to provide softness, flexibility, support and freedom of movement. Always check the relevant product description for the exact composition of the item you wish to purchase.

How should I care for my Zareli Active products?

Always follow the care label attached to the product.

Unless the product label states otherwise, we generally recommend:

Washing at a low temperature.
Washing inside out.
Washing with similar colours.
Using a gentle cycle.
Avoiding bleach and fabric softener.
Avoiding tumble drying.
Avoiding ironing.
Avoiding dry cleaning.

Following the care instructions will help preserve the fit, colour and fabric quality.

Returns and Refunds

Can I return a product?

Yes. Under our extended returns policy, you may request a return within 30 calendar days of receiving your order.

For a change-of-mind return under our extended policy, the product should:

Have only been handled or tried on as reasonably necessary to assess its size and fit.
Be unwashed and unaltered.
Be free from damage, makeup, deodorant, perfume, body odour or other signs of wear beyond reasonable inspection.
Have its original tags attached, where applicable.
Be returned with its original packaging where reasonably possible.

Once a return has been requested, the product must normally be sent back within 14 calendar days.

This extended policy does not limit your statutory cancellation rights or your rights where a product is faulty, damaged, incorrect or not as described.

Can I return a sale or promotional product?

Yes. Full-price, sale, discounted and promotional products are covered by our 30-day returns policy, provided they meet the applicable return conditions.

Your refund will be based on the amount actually paid and may be adjusted if returning part of a promotional order changes the discount tier that applies to the products you keep.

How do I request a return?

Submit your request through your Zareli customer account.

Alternatively, contact contacto@zareliactive.com.

Please include:

Your full name.
Your order number.
The products you wish to return.
The reason for the return, where you are comfortable providing it.
Photographs where the product is faulty, damaged or incorrect, where reasonably possible.

We will provide the correct return address and instructions. Please do not send a return before receiving the applicable instructions.

Who pays for return shipping?

For a change-of-mind return, incorrect size selection or personal preference, the customer is responsible for the direct return shipping cost, as explained before purchase.

If a product is faulty, damaged during delivery, materially different from its description or different from the product ordered, Zareli Active will cover the reasonable return cost or provide an appropriate return method.

Zareli Active does not charge a restocking fee.

Can I exchange a product?

We currently do not offer direct exchanges.

If you would like another size, colour or product:

Request a return for the original product.
Place a new order for the preferred item.

Availability cannot be guaranteed while a return is being processed.

When will I receive my refund?

We will notify you after your return has been received and reviewed.

Approved refunds will be issued to the original payment method without undue delay and, where UK statutory cancellation rights apply, no later than 14 calendar days after we receive the returned products or valid evidence that they have been sent back, whichever occurs first.

Your bank, PayPal or another payment provider may require additional time to display the refund after it has been issued.

Is the Express Delivery charge refundable?

If you return an order because you changed your mind, the additional amount paid for the optional Express Delivery upgrade is not normally refundable.

Standard Delivery is free and therefore normally has no refundable monetary value.

This does not affect any delivery refund required where a product is faulty, damaged, incorrect or not as described, or where an order is cancelled before dispatch.

What should I do if my product is faulty, damaged, incorrect or not as described?

Contact contacto@zareliactive.com as soon as reasonably possible.

Please include:

Your full name and order number.
A description of the issue.
Clear photographs of the product, where reasonably possible.
Photographs of the packaging where relevant.

We will review the information and provide an appropriate remedy in accordance with the Consumer Rights Act 2015 and your applicable consumer rights.

Payments and Security

Which payment methods do you accept?

Available payment methods may include:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Other supported methods displayed at checkout

Availability may depend on your device, location and payment provider. The payment methods shown at checkout are the methods currently available for your order.

Is the checkout secure?

Payments are processed through authorised third-party payment providers using protected checkout technology.

Zareli Active does not normally receive or store your complete card number or card security code.

Is my personal information protected?

We use reasonable technical and organisational measures designed to protect personal information.

Our Privacy Policy explains how personal information is collected, used, shared, retained and protected, as well as how you can exercise your data protection rights.

Customer Care

How can I contact Zareli Active?

Contact our customer care team at contacto@zareliactive.com.

When contacting us about an order, please include your full name, order number and the email address used at checkout.

What are your customer care hours?

Our normal customer care hours are:

Monday to Friday, 9:00 AM–6:00 PM, UK time

We aim to respond within 1–2 working days. Response times may be slightly longer during collection launches, promotional periods and UK bank holidays.

Where can I find Zareli Active’s policies?

You can review our current policies here: