Refund policy

Last updated: 27 July 2026

Thank you for shopping with Zima Store. We hope you are happy with your purchase, but we understand that you may occasionally need to return an item.

This policy applies to purchases made through zimastore.co.uk and does not affect your statutory consumer rights.

1. Change-of-mind returns

You may cancel your order and request a return for any reason by contacting us within 14 days of receiving your item.

After notifying us that you wish to cancel, you must send the item back within a further 14 days.

To qualify for a change-of-mind return:

• The item should be returned in the condition in which it was received.
• The item may be handled or tried on only as reasonably necessary to inspect its fit, appearance and characteristics.
• The item should not have been worn beyond trying it on, washed, altered, stained, damaged or otherwise used.
• Any original tags and packaging should be included where reasonably possible.

Please contact us before returning anything so that we can provide return instructions.

2. Return postage

For change-of-mind returns, including where the customer selected the wrong size or colour, the customer is responsible for arranging and paying the return postage.

We recommend using a tracked postal service and retaining proof of postage. Zima Store cannot be responsible for returned items that are lost or damaged before reaching us.

Return postage will be covered by Zima Store where an item is faulty, damaged, incorrect or not as described and we require the item to be returned.

3. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving satisfactory evidence that it has been sent back, where applicable.

When an entire order is cancelled under your statutory cancellation rights, we will refund:

• The price paid for the returned products; and
• The cost of our least expensive standard delivery option.

If you selected a more expensive or express delivery service, the additional cost above standard delivery will not normally be refunded.

For partial returns, the original delivery charge may not be refundable where the same delivery charge would have applied to the products you kept.

Your bank or payment provider may require additional time to display the refund in your account after it has been processed.

4. Reduced refunds

You are entitled to inspect and try on clothing as you would reasonably be permitted to do in a physical shop.

We may reduce a refund where the value of an item has been reduced because it was handled beyond what was reasonably necessary to inspect it. This may include items that have been worn, washed, altered, stained, damaged or returned with strong odours.

We do not charge a restocking fee.

5. Faulty, damaged or incorrect items

Please inspect your order when it arrives.

Contact us as soon as possible if your item:

• Arrives damaged;
• Has a manufacturing or printing defect;
• Is materially different from its product description;
• Is the wrong product, size or colour due to our error; or
• Is otherwise not of satisfactory quality.

Email us at zimastoreadmin@gmail.com with:

• Your order number;
• A description of the problem;
• Clear photographs of the item;
• A photograph of the packaging and shipping label, where relevant.

Please do not dispose of or return the item until we have reviewed your request.

Where an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may be a replacement, refund, repair or price reduction.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

6. Wrong size or colour selected

Where we supplied the size and colour stated in your order, but you selected the wrong option, this will normally be treated as a change-of-mind return.

You may return the item within the return period, but you will be responsible for return postage.

Please review the size guide on the relevant product page before ordering.

7. Exchanges

We do not currently operate a direct exchange service for change-of-mind returns.

To obtain a different size, colour or product, please return the original item for a refund and place a new order through our website.

Where we supplied a faulty or incorrect item, we may arrange a replacement without requiring you to place another order.

8. Order cancellations

Please contact us as soon as possible if you wish to cancel an order.

Where the order has not yet been fulfilled, we will attempt to stop production and cancel it. Because our products are printed to order, production may begin shortly after an order is placed.

If we are unable to stop an order before dispatch, you may need to receive the item and return it using the process described in this policy. This does not remove any statutory cancellation rights that apply to standard, non-personalised products.

Cancelling an order through a message or return request is not confirmed until you receive confirmation from Zima Store.

9. Personalised products

Products genuinely created using information supplied by the customer—such as a customer’s name, photograph, wording or other custom specifications—cannot normally be returned merely because the customer has changed their mind.

This exclusion does not apply where the personalised product is faulty, damaged, incorrect or not as described.

Standard Zima Store designs that are offered identically to all customers are not treated as personalised solely because they are printed after an order is placed.

10. Items that cannot be returned

We cannot accept a change-of-mind return for:

• Genuinely personalised or custom-made products;
• Items that have been altered after delivery;
• Items that have been damaged through misuse;
• Items returned outside the applicable return period, unless required by law.

Sale and discounted products remain eligible for returns under the same rules unless they are genuinely personalised or another legal exception applies.

11. Returning your item

Before sending a return, contact:

Email: zimastoreadmin@gmail.com
Returns address: 7 Holymead, Reading, RG31 7BP, United Kingdom

Include your name and order number inside the parcel.

Do not send returns to Printify, the print provider or any address printed on the original shipping label unless we specifically instruct you to do so. Unauthorised returns sent to a manufacturer or fulfilment facility may not reach Zima Store.

12. Undeliverable and unclaimed orders

Customers are responsible for entering a complete and accurate delivery address.

Where an order is returned because the address supplied was incorrect, incomplete, refused or unclaimed, please contact us. Additional production or postage charges may apply before the order can be sent again.

This section does not apply where the delivery failure was caused by Zima Store or the delivery provider.

13. Contact us

For return, refund or cancellation questions, contact:

Zima Store
Operated by: Matheus Zimmermann, trading as Zima Store
Email: zimastoreadmin@gmail.com
Business address: 7 Holymead, Reading, RG31 7BP, United Kingdom
Website: zimastore.co.uk