FAQ
Frequently Asked Questions – Zareli
Find answers to the most frequently asked questions about Zareli products, orders, delivery, returns, payments and customer support.
Orders and Delivery
How long does it take to process my order?
Orders are normally processed within 1 to 3 business days after payment confirmation.
Orders are not processed on weekends or UK bank holidays.
During periods of high demand, processing may take slightly longer. You will receive a dispatch confirmation as soon as your order has been shipped.
How long will my order take to arrive?
Delivery times begin after your order has been processed and dispatched.
For customers in the United Kingdom:
- Standard Delivery: 5 to 10 business days after dispatch
- Express Delivery: 2 to 5 business days after dispatch
The 1-to-3-business-day processing time applies separately.
Delivery estimates may be affected by courier disruption, public holidays, severe weather or other circumstances outside our reasonable control.
Is Standard Delivery free?
Yes. Standard Delivery is free on all Zareli orders within the United Kingdom.
There is no minimum purchase amount required.
How much does Express Delivery cost?
Express Delivery is optional and has an additional cost.
The exact price will be displayed clearly at checkout before you complete your order.
Will I have to pay customs duties or import taxes?
No. Customers will not be required to pay unexpected customs duties, import taxes, handling charges or additional delivery fees when the order arrives.
The price shown at checkout includes the applicable taxes and mandatory charges associated with your order.
The only optional additional delivery charge is Express Delivery, which is displayed before payment.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking number.
You can use this number through the Order Tracking page on our website.
Please allow some time for the tracking information to become active after receiving your dispatch confirmation.
Why did I receive more than one tracking number?
In some cases, an order may be shipped in separate packages.
If this happens, you may receive more than one tracking number. There will be no additional Standard Delivery charge.
What should I do if my order is delayed?
Check your tracking information for the latest delivery update.
If the tracking has not updated for several business days or your order is significantly delayed, contact:
Include your full name and order number so our team can review the delivery.
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 safe places around the delivery address.
- Check with your neighbours.
- Contact the courier using your tracking number.
- Contact Zareli if you are still unable to locate the parcel.
We will help review the delivery information and advise you on the appropriate next steps.
Order Changes and Cancellations
Can I change or cancel my order?
Contact us as soon as possible at:
We will attempt to change or cancel the order before dispatch, but this cannot be guaranteed once processing has started.
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?
Contact us immediately if you notice an error in your delivery address.
We will try to update it before dispatch, but an address change cannot be guaranteed once the order has entered processing or has been shipped.
Please carefully check your address and postcode before completing your order.
Buy 1 Set, Get 1 Free
How does the Buy 1 Set, Get 1 Free offer work?
Add any two eligible sets to your basket. The second set will become free automatically at checkout.
No discount code is required.
Can I choose different colours and sizes?
Yes. You may mix eligible colours and select a different size for each set, subject to availability.
Each colour and size must be selected separately before adding the products to your basket.
Why has the free set not appeared in my basket?
Make sure that:
- Two eligible sets have been added
- Each set has a size selected
- Both products are included in the offer
- No incompatible discount code is active
The discount should be applied automatically at checkout.
If it still does not appear, contact us before completing your purchase.
Can I combine the offer with another discount?
The Buy 1 Set, Get 1 Free offer cannot be combined with another discount unless expressly stated on the website.
Discount codes cannot normally be added to an order after the purchase has been completed.
Products and Sizing
How do I choose the correct size?
Please check the UK Size Guide available on each product page before ordering.
Our sizes are:
- XS
- S
- M
- L
- XL
If available, you may also use our Virtual Try-On tool for additional sizing guidance.
Fit may vary depending on the product’s design, fabric and individual body proportions.
Are the products true to the photographs?
We make reasonable efforts to display product colours, design and details accurately.
However, slight colour differences may occur because of:
- Studio or natural lighting
- Screen brightness
- Display settings
- Device differences
Minor variations do not normally affect the product’s design or quality.
What material are the products made from?
Material composition is displayed on the relevant product page.
Many Zareli products are made from premium polyamide and elastane, designed to provide softness, flexibility, support and freedom of movement.
Please check the product description for the exact composition of the item you wish to purchase.
How should I care for my Zareli products?
Unless the product label states otherwise:
- Machine wash cold
- Wash inside out
- Wash with similar colours
- Use a gentle cycle
- Do not use bleach or fabric softener
- Do not tumble dry
- Do not iron
- Do not dry clean
Always follow the care label attached to the product.
Returns and Refunds
Can I return a product?
Yes. You may request a return within 30 calendar days of receiving your order.
The product must:
- Have only been tried on to check the size and fit
- Not have been worn beyond reasonable inspection
- Be unwashed and undamaged
- Be free from makeup, deodorant, perfume or other signs of use
- Have the original tags attached, where applicable
- Be returned in its original packaging where reasonably possible
Please review our complete Returns & Refunds Policy before submitting a request.
Can I return a sale or promotional product?
Yes. Sale, discounted and promotional products are eligible for return within the 30-day return period, provided they meet our return conditions.
How do I request a return?
Submit your request through your customer account:
https://account.zareliactive.com
You may also contact:
Include:
- Your full name
- Your order number
- The products you wish to return
- The reason for the return
We will provide the correct return address and instructions.
Who pays for return shipping?
For a change-of-mind return, incorrect size selection or personal preference, the customer is responsible for the return shipping cost.
If a product is faulty, damaged or incorrect because of an error by Zareli, we will cover the appropriate return cost.
Can I exchange a product?
We currently do not offer direct exchanges.
If you would like a different size, colour or product, you will need to:
- Return the original product.
- Place a new order for the product you want.
Availability cannot be guaranteed while your return is being processed.
Can I return only one set from the Buy 1 Set, Get 1 Free offer?
Yes, but the promotion will be recalculated.
To receive a full refund for the promotional order, both sets must be returned.
If you return only one set and keep the other, the value of the set retained will be deducted from the refundable amount.
A set received free as part of the promotion does not have a separate cash refund value.
When will I receive my refund?
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds are normally processed to the original payment method within 10 business days after inspection.
Your bank, PayPal or payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed your refund, contact us.
Is the Express Delivery fee refundable?
If you return an order because you changed your mind, the optional Express Delivery upgrade is not normally refundable.
Standard Delivery is free and therefore has no refundable monetary value.
This does not affect any delivery refund required when an order is faulty, damaged or incorrect.
What should I do if my product arrives faulty, damaged or incorrect?
Contact us promptly at:
Include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging, where relevant
Our team will review the issue and provide an appropriate solution.
Payments and Security
What payment methods do you accept?
Available payment methods may include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Other supported payment options displayed at checkout
The payment methods shown at checkout are the methods currently available for your order and device.
Is checkout secure?
Yes. Payments are processed through authorised third-party payment providers using protected checkout technology.
Zareli does not normally receive or store your complete card number or security code.
Is my personal information protected?
We use reasonable technical and organisational measures designed to protect personal information.
Details about how we collect, use and protect customer information are available in our Privacy Policy.
Customer Support
How can I contact Zareli?
Contact our customer support team at:
Customer service hours:
Monday to Friday, 9:00 AM to 6:00 PM — UK time
We aim to respond within 1 to 2 business days.
When contacting us about an order, include your full name, order number and the email address used at checkout.