Last updated: February 2026
Thank you for shopping with Neuhaus Zen. We take care in preparing each order and hope you are delighted with your purchase. If something is not quite right, the information below explains how we can assist.
Delivery
Orders are typically processed and delivered within 3–5 working days within the UK, unless otherwise stated at checkout.
Made-to-order or personalised items may require additional production time, which will be indicated at the time of purchase.
Once dispatched, you will receive confirmation and tracking details where available.
Delivery times are estimates and may vary depending on courier services and destination. While we do everything we can to ensure smooth delivery, delays caused by carriers or circumstances outside our control are not the responsibility of Neuhaus Zen.
If you believe your parcel has arrived damaged, please contact us promptly with your order number and photographs so we can review and assist.
Your Right to Cancel (UK Customers)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, please:
-
Submit a return request through your customer account, or
-
Email customer.care@neuhauszen.com with your order number and request.
Items must be returned within 14 days of your cancellation notice being submitted.
Return Process
Returns must be requested before items are sent back.
Once your return request has been reviewed, we will provide return instructions and the appropriate return address.
Items returned without prior authorisation may not be accepted.
Condition of Returned Items
To be eligible for a refund, returned items should:
-
Be in their original packaging where possible
-
Be in a resaleable condition
-
Show no signs of use beyond what is reasonably necessary to examine their nature, characteristics and function
If an item has been handled beyond reasonable inspection and its value has been reduced as a result, we reserve the right to make a proportionate deduction from the refund.
Return Shipping
Unless an item is confirmed to be faulty or incorrect, customers are responsible for return shipping costs.
We recommend using a tracked delivery service, as Neuhaus Zen cannot be held responsible for items lost or damaged during return transit.
Refunds, Exchanges & Store Credit
Once your return has been received and inspected, we will notify you of the outcome.
Where appropriate, you may choose between:
-
A refund to your original payment method
-
An exchange (subject to availability)
-
Store credit
Approved refunds are processed within 3–5 working days. Your payment provider may require additional time to complete the transaction.
Personalised & Made-to-Order Items
Items made to your specifications or clearly personalised cannot be cancelled or returned once production has begun, unless they are faulty.
If you believe a personalised item has a manufacturing fault, please contact us promptly with your order number and clear photographs so we can review and assist.
Faulty or Incorrect Items
If you receive an item that is faulty or not what you ordered, please contact us promptly with details and photographs. All items are assessed upon return, and where a fault is confirmed, we will offer an appropriate resolution.
Gifts
If an item was purchased as a gift and shipped directly to the recipient, an approved return may be issued as store credit.
If the gift was sent to the purchaser first, any refund will be processed back to the original payment method.
Contact
For delivery queries or return requests, please contact: