Returns and refunds policy

This policy explains how returns, replacements and refunds work at House of Zuza (houseofzuza.com). It does not limit any rights you have under applicable consumer law.

Last updated: 12 November 2026.

1. How to contact us about a return or a problem

Please email hello@houseofzuza.com first, before you send anything back. Include your order number and, where relevant, clear photos. You can also use our contact page.

2. Damaged, faulty, wrong or missing items

If your item arrives damaged, is faulty, is the wrong item, is significantly not as described, or is not received, we will arrange a refund or a replacement. This is usually done without the item needing to be sent back.

Please email us as soon as possible, and no later than 15 days after delivery (or after the date the order should have arrived, if it was not received). Include:

• your order number and the item concerned;
• a short description of the problem;
• clear photos of the item, any defect or damage, and the packaging, where the item was delivered;
• for a missing order, the delivery address and any tracking updates you have.

Please inspect your order when it arrives and do not send anything back unless we ask you to. If we do need an item returned, we will tell you how to proceed.

If tracking shows the parcel was delivered, we may ask you to check with neighbours and your local delivery office before we treat the order as not received.

3. Changing your mind (UK and EU 14-day cooling-off right)

If you are a consumer in the United Kingdom or the European Union and you buy goods online, you have a legal right to cancel most orders within 14 days, starting the day after you receive the goods, without giving a reason. This is your statutory cooling-off right for distance sales.

To use this right:

1. Email hello@houseofzuza.com within that 14-day period, with your order number, and tell us that you want to cancel.
2. We will reply with the return address for that item. Return addresses vary by item, so please wait for our email before you post anything.
3. Send the item back within 14 days of telling us, unused and unworn, with tags attached and in its original packaging where possible. You pay the return postage. We do not provide prepaid return labels. Please use a tracked service if you can and keep proof of postage.

We will refund the product price and the cost of standard shipping, if you paid for shipping, to your original payment method. We are not required to refund any extra amount you paid for a faster delivery option. We will issue the refund within 14 days of receiving the goods back, or of receiving evidence that you have sent them back. We may reduce the refund if the item has been used, worn, damaged or handled more than needed to check it.

Opened makeup brushes, sponges and beauty tools cannot be returned for change of mind unless they are unopened.

4. How to start a return or claim

Always email us before you send anything back: hello@houseofzuza.com.

If you need to change or cancel an order before it is dispatched, email us as soon as you can. We will help if the order has not yet been shipped. Once an order is in transit we cannot usually change the address or contents.

5. Refunds

Approved refunds are made to the original payment method. Your bank or payment provider may take additional time to show the refund on your statement. We will email you when a refund has been approved.

Replacement items, where offered, are subject to availability. If a replacement cannot be sent, we will refund you instead.

6. Your statutory rights

Nothing in this policy affects your statutory rights. In particular:

• UK consumers have rights under the Consumer Rights Act 2015 if goods are not as described, not of satisfactory quality or not fit for purpose, including a short-term right to reject faulty goods.
• EU consumers have legal rights if goods lack conformity, including the legal guarantee that applies in their country.

If goods are faulty, you should still email us promptly, within 15 days of delivery where possible, and provide photos so we can put it right.

7. Contact

For a damaged, faulty, wrong or missing item, a cooling-off cancellation, or any other return question, email hello@houseofzuza.com and include your order number.