Shipping policy

ZAZU Furniture: Shipping, Delivery, Returns & Refunds


Last updated: 09/08/2025

Legal name: Zazu Furniture
Customer care:
Email: contact@zazufurniture.co.uk
Phone: +44 7944 256888
Hours: Monday - Sunday, 8am-5pm

1. Order Processing & Handling

  • Handling time: Please allow 1-2 weeks for preparation, quality checks, and secure packaging before dispatch.

  • In-stock items: Typically dispatched within 3-5 working days after handling.

  • Made-to-order/bespoke items: Lead times confirmed at checkout or shortly after ordering.

  • We aim to deliver within 30 days unless a longer lead time is agreed.

2. Delivery Services

Small & Medium Items (Under 30kg)

  • Delivered via trusted national couriers.

  • Standard delivery: 3-7 working days from dispatch.

  • If too large for standard courier but under freight/pallet size, we will arrange the most cost-efficient method.

Large & Oversized Items (Over 30kg)

  • Delivered by our own van, England only.

  • Delivery rates from Norwich:

    • Up to 25 km: £15
    • 25–50 km: £25
    • 50–75 km: £35
    • 75–100 km: £45
    • 100–120 km: £55
    • 120–140 km: £65
    • 140–160 km: £70
    • Over 160 km (rest of England): £150

Access & Responsibilities

  • Ensure the item will fit through doorways, stairwells, and access routes.

  • Provide a clear path for delivery.

  • Failed delivery due to access issues, unsafe conditions, or no one available to receive will result in a re-delivery or return fee equal to your delivery tier.

3. Your Right to Cancel (Change of Mind)

  • You have 14 days from delivery to notify us if you wish to cancel.

  • You then have another 14 days to return the item.

4. Returns - Clear Cost Responsibilities

  • We refund:

    • The price of the product.

    • The cost of our basic delivery service (the cheapest delivery option offered at checkout).

  • We do not refund:

    • Any premium delivery upgrade you selected.

  • You must pay:

    • The full cost of returning the goods to us unless faulty or misdescribed.

    • For large items, the return fee will match your original delivery tier (£15–£150).

  • Goods must be unused, in the same condition as delivered, and in secure packaging. We may deduct for any reduction in value from handling beyond what is necessary to inspect the item.

5. Faulty or Damaged Goods

  • Report any faults or damage within 48 hours of delivery with photos.

  • Within 30 days: you may reject for a full refund.

  • After 30 days: we will repair or replace where possible.

  • If goods are faulty, we cover the return/collection costs.

6. Refund Timing

  • Refunds issued within 14 days of receiving the return or proof of return, whichever is sooner.

  • Refunds made to the original payment method.

7. Exchanges

  • Exchanges are processed as a return plus a new order.

  • Delivery charges for the new order will apply.

8. Storage & Delayed Delivery

  • We can hold ready orders for a short period at no charge.

  • Longer storage may incur a weekly fee.

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For full legal terms, please read our Terms & Conditions.