Frequently asked questions
Where do you ship?
We currently ship exclusively within the United Kingdom and are working to expand to additional destinations in the future.
Orders placed from outside the United Kingdom cannot currently be processed or fulfilled.
Do you offer free shipping?
Yes, we provide free standard shipping on all orders within the United Kingdom. The price shown at checkout is the final price you'll pay, with no additional standard shipping fees.
Tracking information will be provided where available once your order has been dispatched.
If you are asked to pay any customs or import charges on delivery, please contact us before paying.
How long does shipping take?
Orders are typically processed within 1-3 business days. Once dispatched, delivery within the UK generally takes 6-10 business days, so your total estimated time from order to delivery is 7-13 business days. You will receive a shipping confirmation email with tracking information, where available, once your order has been dispatched.
During periods of high demand, holidays, or unforeseen courier delays, delivery times may be slightly longer than estimated.
Where do you ship from?
Our products are dispatched directly from our trusted fulfilment partners' warehouses. Most orders are shipped from warehouses outside the United Kingdom, and some items are shipped from warehouses in the UK
Our estimated delivery time of 7-13 business days already takes this into account, and shipping is free on all UK orders. We do not expect UK customers to be asked to pay import duties or taxes on delivery.
If you would like to know where a specific product ships from before ordering, please contact us at contact@shopzentral.com.
How can I track my order?
Once your order has been dispatched, you will receive a tracking number by email, where available.
You can use our Tracking page to check the status of your delivery.
Why hasn't my tracking updated yet?
Tracking information may take up to 48 hours to update after dispatch. This is normal while the carrier processes your shipment.
You can track your order via our Tracking page.
If your tracking hasn't updated after 48 hours, or you haven't received a tracking number, please contact us via our contact page and we'll check the status with our fulfilment partner.
What is your return policy?
We offer a 30-day return policy from the date of delivery. If you are not completely satisfied with your purchase, please contact us within 30 days of receiving your order and we'll be happy to assist you.
Items should be unused and in their original condition and, where reasonably possible, original packaging.
For change-of-mind returns, you are generally responsible for the cost of returning the item. Returns may need to be sent to an address outside the UK, so please contact us before sending anything back and we will provide the return address and instructions.
This does not affect your statutory rights, including your right to cancel most online purchases within 14 days of receiving your goods.
For more information please see our Return & Refund Policy
Who pays for return shipping?
For change-of-mind returns, customers are generally responsible for return shipping costs. For damaged, faulty, incorrect or not-as-described items, we handle return costs in line with your statutory rights.
Returns may need to be sent to an address outside the UK. Please contact us before sending anything back.
For full details please see our Return & Refund Policy
What should I do if my item arrives damaged, faulty, or incorrect?
If your item arrives damaged, faulty, or incorrect, please contact us as soon as reasonably possible after delivery. Please include your order number along with clear photos of the issue.
You can contact us via our Contact page or at contact@shopzentral.com.
Can I cancel or modify my order?
Please contact us as soon as possible at contact@shopzentral.com or via our Contact page if you need to change or cancel your order.
We aim to accommodate cancellation requests made within 12 hours of purchase, provided your order has not already been processed or dispatched. If it has, cancellation may no longer be possible, but you may still have statutory cancellation or return rights.
What happens if my delivery address is incorrect?
Please ensure your delivery address is entered correctly at checkout. We are unable to take responsibility for orders shipped to an incorrect address provided by the customer.
If you notice an error, please contact us as soon as possible and we'll do our best to assist before your order is processed.
What if my order hasn't arrived?
If your order has not arrived within the estimated delivery time, please contact us at contact@shopzentral.com and we will investigate with the carrier.
How do I return an item?
To initiate a return, please contact us at contact@shopzentral.com.
Please provide your order number and reason for return. Once your return is approved, we will provide further instructions and the relevant return address. Returns may need to be sent to an address outside the UK. Please contact us before sending anything back.
How long will it take to receive a refund?
Once your return has been received and inspected, approved refunds are typically processed within 5-7 business days. The time it takes for the funds to appear in your account may vary depending on your payment provider.
Refunds will normally be issued to the original payment method.
For statutory cancellations, refunds are made within 14 days in line with applicable law.
For more details, please see our Return & Refund Policy.
What payment methods do you accept?
We accept the following payment methods at checkout: Visa, Mastercard, American Express, Maestro, Discover, Diners Club, Apple Pay, Google Pay, Shop Pay.
Apple Pay and Google Pay are available on compatible devices and browsers. All prices are shown in GBP.
Payments are processed securely through Shopify and our payment providers. We do not store your full card details. If you have any problems paying, please contact us at contact@shopzentral.com.
If you have any more questions that aren't answered on this page, please feel free to contact us via our Contact Page or at contact@shopzentral.com. Thank you!