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 clear photographs so we can review and assist.
Your Right to Cancel — UK Customers
Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel most online orders within 14 days of receiving the goods, without giving a reason.
To request a cancellation or return, please use one of the following methods:
Submit a return request through your customer account or order page, where available; or
Email customer.care@neuhauszen.com with your order number and return request.
Once you have told us that you wish to cancel or return an eligible item, the item must be sent back within 14 days of your cancellation notice.
Please do not send any item back before your return request has been reviewed. Once your request has been approved, we will provide the return instructions and the appropriate return address.
Return Process
Returns must be requested before items are sent back.
Once your return request has been reviewed, we will provide return instructions. Where a return is approved, we will provide the appropriate return address or, where applicable, a return label.
Items returned without prior authorisation may not be accepted.
To help us process your return, please include your order number inside the parcel or clearly reference it when sending the item back.
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 faulty, damaged, incorrect, or not as described, 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.
If your item is faulty, damaged, incorrect, or not as described, please contact us promptly with your order number and clear photographs. Where the issue is confirmed, we will offer an appropriate resolution, which may include a replacement, exchange, refund, prepaid return label, or reimbursement of reasonable return postage.
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 will be processed as soon as possible and no later than 14 days after we receive the returned goods or receive evidence that the goods have been sent back, whichever is earlier.
Where a UK customer cancels an eligible online order under their statutory cancellation rights, we will refund the original standard delivery cost where applicable. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
Your payment provider may require additional time to complete the refund.
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, damaged, incorrect, or not as described.
If you believe a personalised or made-to-order item has a manufacturing fault, please contact us promptly with your order number and clear photographs so we can review and assist.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us promptly with your order number, details of the issue, and clear photographs where possible.
We will review the issue and offer an appropriate resolution in line with your consumer rights. This may include a repair, replacement, exchange, refund, prepaid return label, or reimbursement of reasonable return postage.
International Delivery
We ship to selected international destinations where available at checkout.
International orders are sent on a Delivered Duty Paid, or DDP, basis where stated at checkout. This means applicable duties and taxes are included at checkout, so you should not be asked to pay additional customs or import fees on delivery.
International delivery times vary depending on destination, courier services, customs processing, and local delivery networks. Any delivery time shown at checkout is an estimate only.
International Customers
If you are ordering from outside the UK, your cancellation and return rights may vary depending on your country of residence.
Where a return is accepted, customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or not as described.
Please contact us before returning any item so we can confirm the return process and provide the appropriate return instructions.
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, cancellation requests or return requests, please contact:
You may also submit a return request through your customer account or order page, where available.
Please do not send items back before your return request has been reviewed and approved.