Delivery Policy
Effective Date:
16 July 2026
At Zoë & Bella, we are committed to providing a smooth, reliable and transparent delivery experience. This Delivery Policy explains how orders are processed, dispatched and delivered when you shop with us.
By placing an order through zoeandbella.co, you agree to the terms outlined in this Delivery Policy.
1. Company Information
Trading Name
Zoë & Bella
Company
ZS ECOM LTD
Registered Office
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Warehouse Address
14 Calderon Road
London
E11 4NU
United Kingdom
Website
zoeandbella.co
Telephone
+44 7460 017179
Customer Support Hours
Monday to Friday
9:00 am – 6:00 pm (UK time)
2. Delivery Coverage
Zoë & Bella currently delivers to locations within the United Kingdom that are available for selection during checkout.
If your address cannot be selected during checkout, we are unfortunately unable to deliver to your location at this time.
3. Free UK Delivery
We are pleased to offer FREE UK delivery on every order.
There is no minimum purchase required to qualify for free delivery, and no additional delivery charges will be applied at checkout for eligible UK orders.
3a. Insured Delivery
Every order placed with Zoë & Bella is fully insured while in transit, at no additional cost to you.
This means that if your parcel is lost, damaged or does not arrive, you are covered. You will never be asked to pay for a replacement.
What to do if something goes wrong
Please contact our Customer Support team as soon as possible at support@zoeandbella.co. To help us resolve the matter quickly, please include:
- Your order number
- A short description of the issue
- Clear photographs, where the item or packaging has been damaged
How we resolve it
Once we have reviewed your request, we will arrange a free replacement and send it to you at no charge. Where a replacement is no longer available, we will issue a full refund to your original payment method instead.
For parcels that appear lost in transit, we will open an investigation with the delivery partner. This normally takes a few working days, after which we will arrange your replacement or refund based on the outcome.
We kindly ask customers not to initiate a payment dispute or chargeback while an investigation is in progress, as this delays the resolution.
4. Order Processing
Orders are processed during our normal business hours, Monday to Friday, excluding public holidays.
Our standard processing time is 1–3 working days.
Daily Order Cut-Off Time
Our daily order cut-off time is 6:00 pm (UK time).
Orders placed before 6:00 pm on a working day will begin processing on the same business day.
Orders placed after 6:00 pm, or on weekends and public holidays, will begin processing on the next working day.
During promotional periods, seasonal sales or exceptionally busy periods, processing times may occasionally be extended. Should this occur, we will always endeavour to keep customers informed.
5. Estimated Delivery Time
Once your order has been dispatched, delivery typically takes 6–10 working days.
The estimated total delivery time is approximately 7–13 working days from the date your order is placed.
Please note that these delivery estimates are provided as guidance only and should not be considered guaranteed delivery dates.
While we always aim to deliver within the estimated timeframe, occasional delays may occur due to circumstances beyond our reasonable control.
6. Delivery Partners
To ensure dependable delivery throughout the United Kingdom, Zoë & Bella works with trusted courier partners, including Royal Mail for final-mile delivery where applicable.
The courier responsible for your delivery may vary depending on your location, parcel size or operational requirements.
7. Order Tracking
Once your order has been dispatched, you will receive a dispatch confirmation email.
Where tracking is available, your confirmation email will include your tracking number and instructions on how to monitor your delivery.
Please allow up to 48 hours for tracking information to become active after dispatch.
8. Delivery Delays
Although we always aim to meet our estimated delivery timeframes, delays can occasionally occur due to circumstances beyond our reasonable control.
These may include, but are not limited to:
- Severe weather conditions
- Transport disruptions
- Customs clearance procedures
- Public holidays
- High seasonal demand
- Courier operational delays
- Unexpected logistical issues
Should your order experience an unexpected delay, we appreciate your patience and understanding.
9. Delivery Address
Customers are responsible for ensuring that all delivery information entered during checkout is accurate and complete.
Unfortunately, Zoë & Bella cannot accept responsibility for delays, failed deliveries or additional costs resulting from incorrect or incomplete delivery information supplied by the customer.
If you realise that your delivery address is incorrect, please contact us immediately. If your order has not yet been dispatched, we will do our best to update the delivery details.
10. Failed Delivery Attempts
If delivery cannot be completed because:
- nobody is available to receive the parcel;
- the delivery address provided is incorrect or incomplete;
- the parcel is refused;
- the parcel is not collected when collection is required;
the courier may attempt redelivery or return the parcel in accordance with their own delivery procedures.
Where additional delivery charges arise as a result of incorrect information supplied by the customer, these charges may become the responsibility of the customer.
11. Lost or Delayed Parcels
If your parcel appears to be significantly delayed or you believe it has been lost during transit, please contact our Customer Support team as soon as possible.
We will promptly open an investigation with the delivery partner to determine the status of your shipment.
Once the investigation has been completed, we will provide an appropriate resolution based on the outcome. This may include, where appropriate, sending a replacement order or issuing a refund.
We kindly ask customers not to initiate a payment dispute or chargeback while an active delivery investigation is in progress, as this may delay the resolution process.
12. Customs & Import Charges
Where customs duties, import taxes or similar governmental charges apply under local regulations, these remain the responsibility of the customer.
Zoë & Bella has no control over such charges and cannot determine whether they will apply to individual orders.
For more information regarding customs procedures, customers should contact their local customs authority.
13. Contact Information
If you have any questions regarding your delivery, our Customer Support team will be happy to assist.
Trading Name
Zoë & Bella
Company
ZS ECOM LTD
Registered Office
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Warehouse Address
14 Calderon Road
London
E11 4NU
United Kingdom
Website
zoeandbella.co
Telephone
+44 7460 017179
Customer Support Hours
Monday to Friday
9:00 am – 6:00 pm (UK time)
We aim to respond to all enquiries within one to two working days.
Thank you for choosing Zoë & Bella.
We truly appreciate your trust in our boutique and are committed to delivering every order with care, reliability and exceptional customer service.
Last Updated: 27 August 2026