Shipping & Delivery
As soon as your order has been shipped, you will receive an email including the tracking information. The estimated delivery date is provided as an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, please visit our Tracking Page.
Please allow 1 to 3 working days for the tracking information to become active after your order has been shipped. If tracking information hasn't updated for less than 5 days but is still within the estimated delivery window, please don't worry; tracking often updates only when your package reaches key transit points. If there is no updated tracking information for more than 5 days, please feel free to reach out to our customer support team at info@blackzebra.co.uk.
For in-stock products, please allow 3 to 5 working days on average for us to process your order before dispatching it. If your order contains any pre-ordered or made-to-order item(s), we will wait until all items become available before shipping your entire order. This approach helps us minimise our carbon footprint by consolidating shipments. We appreciate your patience as we ensure your complete order reaches you efficiently.
Normally, an email with tracking number will be sent to your account email address once the order is shipped out. If you did not receive the email, you can check the following situations:
1. Please check whether the email address you used to placed the order is different.
2. Please check your junk emails to see whether the mail is shielded.
3. Please check your order status in your account to see whether it is shipped.
We currently ship within the UK ONLY. For full details on delivery times and our process, please visit our Shipping & Delivery page for more information.
Returns & Refunds
No, we do not offer direct exchanges. To ensure you receive your desired item as quickly as possible, we kindly ask you to return your original item(s) for a refund, and then place a new order for your preferred item(s). Please refer to our Returns & Refunds Policy for full details on how to initiate a return.
Returns can be made within 7 days from the date you’ve received all your items.
To initiate a return, please send an email to info@blackzebra.co.uk with your order number and the item(s) you would like to return. For comprehensive details on the return process, please refer to our Returns & Refunds Policy.
Once your return is received and inspected at our warehouse, we will notify you by email of the approval or rejection of your refund. If approved, your refund will then be processed. Please allow up to 14 days for the credit to be applied to your credit card or original method of payment from the date the refund is processed. We will always keep you informed via email once your return is received and when your refund is processed. If you have concerns after these timeframes, please contact us.
We do not cover the cost of return shipping fees for items returned for non-quality reasons; these costs are the responsibility of the customer and will depend on the local shipping company you choose.
Additionally, please note that original shipping fees, including any expedited charges, are non-refundable in the event of a return.
Once your return package is delivered to our warehouse, it can take up to 2-3 weeks from the date received for us to process and inspect the items. We will notify you by email once your return has been received and again when your refund is approved and processed. Please allow up to 14 days for the refund to appear in your account after it has been processed.
Payment & Promotions
Your payment may have been declined for one of the following reasons:
1)Your card details are incorrect. Please check your expiration date, billing address, and the security code (CVV) on the back of your card.
2)Your card issuer bank declined the payment.
3)There is an insufficient balance on the card.
4)Your shipping address and billing address are inconsistent. If possible, we advise you to try paying with PayPal or another one of our accepted payment methods.
As we currently only ship within the UK, there are no customs or duties fees applicable to your order. The price you see at checkout is the final price you pay.
We accept a wide range of secure payment methods, including Apple Pay, American Express, Visa and MasterCard.
For all credit card payments, please ensure the billing address entered on your order matches the address on file with your bank; otherwise, our system may flag it as fraudulent.
New customers who subscribe to our newsletter will typically receive a 10% OFF coupon for their first order. Additionally, we may host promotional activities, which you can find details of on our website.
Please stay updated for our latest offers!
Products & Stocks
There are three inventory statuses of our products displayed on our webpage, namely in stock, out of stock and made-to-order.
In Stock means the item is ready for dispatch, and typically takes 3 to 5 working days on average to be fulfilled and shipped out.
Out of Stock means the item is currently unavailable, and we do not have an estimated restocking time.
Made-To-Order means the item is not currently available but will begin production and is estimated to be ready by a specific future date.
Our made-to-order model is central to our commitment to sustainability, setting us apart from conventional fast fashion brands.
This approach allows us to operate on a near zero-inventory mission, producing items only as they are ordered. While we are continuously striving towards a 100% zero-waste future, our made-to-order and pre-order system significantly reduces overproduction and textile waste. This means we consciously keep only a small number of every style in stock, ensuring that no beautiful pieces go unused or to landfill.
By embracing made-to-order, we not only minimise our environmental impact but also involve you, our valued customer, in a more thoughtful production cycle. It's our way of contributing to a more sustainable fashion industry while still offering you exclusive, trend-conscious designs.
To be notified when a currently out of stock item becomes available again, please visit the product page on our website, or follow us on social media where we post updates on our inventories and new collections regularly.
New customers who subscribe to our newsletter will typically receive a 10% OFF coupon for their first order. Additionally, we may host promotional activities, which you can find details of on our website.
Please stay updated for our latest offers!
Our size guide is designed as a general guideline to help you find your best fit. Please note that the fit of some pieces, such as oversized blazers and shirts, may vary from standard sizing. If you have any questions about specific measurements or the fit of a particular style, please do not hesitate to contact our customer support team at info@blackzebra.co.uk. We're here to help ensure you're completely satisfied with your choice.
Our clothing is manufactured in Hangzhou, China. We partner with highly skilled factories there, renowned for their exceptional craftsmanship and ethical production standards. We are committed to fair labour practices, ensuring that the garment workers who produce our clothing are compensated well above the local minimum wage. We maintain very strict quality control measures, including rigorous sizing standardisation and regular quality inspections. We also welcome customer feedback regarding our production; please feel free to contact our customer support team at info@blackzebra.co.uk with any suggestions.
Orders
It may be possible to cancel an order within 4 hours of it being placed. Please email us with your order number to request a cancellation.
Once an order begins processing in our system or has been dispatched, we are unable to make any changes. This includes amendments to items, sizes, colours, or shipping details. For this reason, we also do not offer direct exchanges. If you wish to receive a different size, colour, or style, please refer to our Returns & Refunds Policy for details on how to return your original item(s) for a refund and place a new order.
There may be two reasons for missing items in your order:
1)Your order was too large or included pre-ordered items. In such cases, we may split your order into multiple packages for efficient delivery. If your order contains pre-ordered items, we may dispatch in-stock items separately, with the remaining pre-ordered items sent as soon as they become available. Therefore, any “missing” items may arrive in subsequent packages. If you have questions about your package tracking information, please feel free to reach out to our customer support team at info@blackzebra.co.uk.
2)Items missing due to packing errors or transit. Please contact us immediately at info@blackzebra.co.uk with your order number, information regarding the missing item(s), and provide pictures of the items you received and the outer packaging.
Please contact us immediately at info@blackzebra.co.uk with your order number, information regarding the incorrect item, and provide pictures of the item received.
Please contact us immediately at info@blackzebra.co.uk with your order number, information regarding the issue, and provide any relevant pictures if there is damage or a defect.