We hope you'll be satisfied with all our products but in the unlikely event you're not, you can return any item. Return it to us in the same condition you received it for an exchange or refund, within our returns period shown below. Refunds are given at our discretion and should we deem the product not to be in the same state it was sent out we can refuse the refund.
When returning items you will need to ensure you have paid the correct postage and have taken due care when when sending the product back to us as should it be damaged in the process of coming back to us we could refuse it.
Please return all items to the address: House of Zana, 7 Grange Road, Darlington, DL1 5NA and please include your name within the package so we can identify the order.
Our normal returns policy is 14 days of purchase
Should you be unhappy with your purchase you have 14 days to return it, If your purchase was back ordered you have 7 days from receiving notice of the back order to cancel it or either exchange it for another item or receive a refund.
When you have received your back order and should you be unhappy with it our normal returns policy applies.
If you believe there may be some issues in getting your items back to us within the 14 days just let us know so we are aware it is coming back to us and within the 14 days.
Any returns you wish to make after the 14 day period are subject to our discretion and if accepted will be returned in the form of a credit note to the value of the returned items.
Returning items received as a gift
When returning items that you received as a gift its important you aware that refunds will be made will be made back to the original purchasers card, they will receive an email to tell them so please be aware of this. If you plan to exchange items with a higher priced item please make sure you have informed the cardholder before we process the payment. You can pay the difference with your own card but you will need to inform us that you plan to do this.
Your order will be dispatched as soon as possible once payment is authorised and all stock is available. If your shipping confirmation email is sent before 4.30pm GMT Mon-Fri, the parcel will leave our warehouse the same day. If the email is sent after this time (or at any time on a UK public holiday), your items will leave the warehouse on our next working day. Working days are Monday to Friday (except public holidays). Please note during peak periods we may take up to 2 working days to ship.
If part of your order isn't in stock, we'll be in touch to see whether you would like us to ship what we can straight away or hold off until it all comes back in stock. If items belong to a matching set, we would hold the matching items so we can send the complete set together.
If we need don't need to split your order, you'll only be charged once for delivery (and any gift box, if you've chosen it). However if you've asked for the order to be split, you'll need to pay postage/gift boxing on each shipment.
If your order is completely out of stock we will back order the item for you but keep you aware and up to date on this via email. Should you require an item that is out of stock quickly we would be happy to recommend products similar to what you want to help reduce the wait time.
Express delivery isn't available to PO boxes. If using a company address for Saturday delivery, please check that the business does take deliveries on Saturdays, otherwise mail will be held at the local delivery office and it won't be possible to collect it until Monday.
Some services may need a signature on delivery. Our warehouse may choose to upgrade any order to a signed for service (at no additional cost to you).
We'll do everything we can to make sure your order arrives on time, but please allow for anything which might affect deliveries to your area (such as extreme weather, or disruption to postal services or airlines, for example). We cannot accept liability for any losses or other expenses caused by delays which are outside our control.
Any additional delivery instructions in the address are added at your own risk; unfortunately we cannot guarantee that the delivery person will follow them.