Shipping policy
General Information
We ship worldwide from two warehouses: apparel ships from the UK, and shoes ship from Seoul, so an order with both will arrive in two parcels. Orders are packed within 1–3 business days and every parcel is tracked. If something isn't right, you have 14 days from delivery to return unworn items with their tags attached for a full refund. We don't offer exchanges, so if you need a different size or colour, return the original for a refund and place a new order. And if your order arrives damaged, faulty or goes missing, we'll put it right. Just email sales@alexzono.com with your order number.
Processing & Shipping Times
Delivery times start from the day your order ships, not the day you place it. They're estimates rather than guarantees; customs checks, weather and busy periods can add a few days.
Apparel currently ships from the United Kingdom, our Shoes current ship from Seoul, South Korea. If your order includes shoes and other items, it will arrive in two separate parcels, each with its own tracking number. You only pay shipping once at checkout.
| Destination | Express | Estimated delivery | Free standard shipping over | Carrier | |
|---|---|---|---|---|---|
| United Kingdom | £5 | Express 2 days | £120 | Royal Mail | |
| European Union | £13 | Express 3–5 days | £200 | DHL | |
| Rest of Europe | £13 | Express 3–5 days | £200 | DHL | |
| United States and Canada | £19 | Express 5–7 days |
£200 | DHL | |
| Asia-Pacific | £18 | Express 5–7 days | £200 | DHL | |
| Rest of world | £19 | Express 5–7 days |
£200 | DHL |
Tracking your order
You'll get an order confirmation email straight away, then a shipping email with your tracking number once your parcel leaves our warehouse.
Tracking can take 24–48 hours to show any movement. Shoes shipping from Seoul may show few updates until they arrive in your country.
Double-check your email address at checkout. If your shipping email hasn't arrived, check your spam folder, then email us at sales@alexzono.com.
Duties & Taxes
Prices on our site include UK VAT. Whether anything else is due depends on where you are and where your order ships from.
Your country may charge import duties and taxes, which are set by your local customs authority and usually collected by the carrier before delivery. We can't predict these amounts, so check with your local customs office if you're unsure.
If you refuse to pay import charges and your parcel is returned to us, we'll refund your order minus the original shipping cost and any return fees we're charged.
Changes & Cancellations
Need to change or cancel your order? Email us at sales@alexzono.com as soon as possible with your order number. We can make changes until your order has been packed. Once it has shipped, we can't change the delivery address.
Please check your address carefully at checkout. If a parcel comes back to us because of an incorrect or incomplete address, we'll reship it once you've paid the new shipping cost, or refund your order minus the original shipping cost.
Lost or Damaged Shipments
If your parcel arrives damaged, something is missing, or it hasn't arrived within 7 business days of its estimated delivery date, email us at sales@alexzono.com with your order number. For damaged items, please include photos of the item and packaging.
We'll look into it with the carrier and send you a replacement or a full refund.
If tracking says your parcel was delivered but you can't find it, check with neighbours and any safe place you nominated, then contact us within 7 days and we'll open an investigation with the carrier.
How to return something
- Email sales@alexzono.com with your order number and the items you're returning.
- We'll reply with the return address and any instructions within 2 business days
- Pack the items securely and send them with a tracked service. Keep your proof of postage until your refund arrives.
Refunds
Once your return arrives, we'll check it and email you. Approved refunds go back to your original payment method within 14 days of us receiving the items. Your bank may take a few more days to show it.
Exchanges
Need a different size? The quickest way is to return the item for a refund and place a new order, so you don't miss out if stock runs low.
Things we can’t take back
- Items that have been worn, washed, or damaged after delivery.
- Socks that have been removed from their packaging, for hygiene reasons.
Faulty or incorrect items
If something arrives faulty, damaged or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll arrange a free return and send a replacement or a full refund, including shipping. This doesn't affect your legal rights if a fault appears later.
Bought from a stockist?
Please return it to the shop you bought it from, as their returns policy applies.
Contact us
Questions about your order or delivery? Email sales@alexzono.com with your order number and we'll reply within 1–2 business days.