FAQ
Frequently Asked Questions
Everything you need to know about shopping at ZOYA Dresses UK — delivery, returns, sizing, payments, and more.
Shopping & Orders
How do I place an order on ZOYA Dresses UK?
Browse products, add items to your cart, proceed to checkout, choose a delivery and payment method, then confirm your order. You’ll receive an order confirmation email right after placing the order. You’ll also get a link by email to follow your shipment status when it’s dispatched.
Do I need an account or can I check out as a guest?
You can place an order without creating an account. Creating an account helps you track orders and speed up future checkouts.
Can I edit or cancel my order after placing it?
If your order hasn’t been dispatched yet, contact us as soon as possible at info@zoyadresses.co.uk. We’ll do our best to help, but changes aren’t always possible once processing starts.
Can I combine multiple orders or split an order into separate shipments?
Combining or splitting shipments isn’t guaranteed. Contact us immediately after placing your orders and we’ll advise based on status and stock availability.
How do I add a gift message or request gift wrapping?
Add your request in the order notes at checkout or email us right after placing the order with your order number. We’ll confirm feasibility before dispatch.
I didn’t receive an order confirmation email—what should I do?
Please check spam/junk first. If nothing arrives within 15 minutes, contact us so we can verify your email and order status.
Delivery & Shipping
No in-person pickup: we are an online-only store and ship orders to your address.
What UK shipping methods do you offer and which carriers do you use?
We offer free Royal Mail shipping on qualifying orders and express courier delivery with professional carriers such as GLS or DPD. A tracking link is emailed once your parcel ships.
Do you offer free shipping and what is the minimum order value?
Yes — free shipping within the UK from £65.79, fulfilled by Royal Mail. The total delivery cost is shown after you add products to cart and select your shipping & payment method at checkout.
How long does delivery take and when will my order be dispatched?
Typical UK delivery after dispatch: Royal Mail ~7–14 working days; courier (GLS/DPD) ~2–3 working days. We begin processing after your payment is received, and we’ll email progress updates.
Do you ship internationally and which countries do you deliver to?
Yes. International delivery times range from 1–2 working days (e.g., AT/DE/CZ/LU/PL/SK/LV/EE/LT/BE/NL) up to 7–10 working days (e.g., FI/IS/GR/MT/NO/CH and others). For destinations not listed, please contact us.
Will I have to pay customs duties or import taxes?
International orders may be subject to local duties and taxes payable by the recipient. Please check your country’s rules before ordering.
How can I track my delivery?
You’ll receive an email with a link to track your shipment online once your order is dispatched.
Returns & Exchanges
What is your return policy and return window?
You may withdraw from the contract within 14 days of receiving the goods. After submitting your written withdrawal, send items back within the next 14 days. Products must be complete, unused, in factory packaging. Return shipping is paid by the customer.
Where do I send returns?
CQL / KAAB / ZOYA
Unit 1, Cowley Mill Trading Estate
Longbridge Way
UB8 2YG, Uxbridge, UK
Unit 1, Cowley Mill Trading Estate
Longbridge Way
UB8 2YG, Uxbridge, UK
How do I start a return?
Include a completed return form in your parcel (download it from the Returns page), pack items carefully, and use a trackable service.
When will I receive my refund?
We check returned goods within 3 business days of receipt. Refunds are issued within 14 days after inspection (to the original card for card payments, or to the bank account you provide for bank transfer orders). Operationally, most requests are processed within 7–14 business days from the day we receive your parcel.
Do you offer exchanges?
The simplest option is to return the original item and place a new order for the size/colour you need. The return form includes an “exchange” option.
Claims & Complaints
How do I submit a complaint about an order or product?
Email info@zoyadresses.co.uk. Please include: your full name, email address, date the contract/order was concluded, description of the issue, your requested resolution, and all circumstances justifying the complaint. If information is missing, we’ll ask you to supplement it before review.
How quickly will you respond and who pays shipping for legitimate claims?
We respond without undue delay to the email or postal address you provide. If a legitimate complaint requires sending a new product or remedying a defect, we cover the shipping costs.
Size & Fit
How do I choose the right size?
Use the size table on each product page. Measure chest (under the arms) and dress length, then compare with the size chart. If your child is between sizes or the event is in a few weeks, consider sizing up for comfort.
Do your dresses run true to size?
Sizing can vary by model. Always check the specific measurements on the product page and follow the guidance above.
How do I measure for graduation gowns and caps?
Refer to size charts on the graduation product pages. For group orders, we can provide sizing guidance and optional sample orders to ensure a perfect fit.
Do you offer alterations or tailoring?
We don’t offer in-house alterations. If you need adjustments, we recommend using a local tailor after you receive the item and decide to keep it.
Materials & Care
What fabrics do you use and are dresses lined?
Dresses are made from high-quality materials and many models feature multiple linings (e.g., tulle overlays with linings for comfort). Check each product description for fabric composition and lining details.
How should I wash delicate dresses (tulle, lace, embellished styles)?
Follow the care instructions on the product page/label. As a rule of thumb: delicate cycle or hand-wash, low temperature, avoid wringing, and dry flat. Steam lightly to release creases from shipping.
Are your materials suitable for sensitive skin?
Many styles are designed with comfort in mind. For specific certifications (e.g., OEKO-TEX) or fabric details, please refer to each product page.
How should I store the dress before the event?
Hang or lay flat away from direct sunlight. For tulle, store with enough room so layers don’t crush; steam gently on the day to refresh volume.
Payments & Pricing
Which payment methods do you accept?
We accept bank transfer and secure electronic payments via PayPal, Stripe, and Sofort. Card payments are processed through these gateways using SSL.
How does bank transfer payment work?
After you place the order, we email our bank account details to confirm acceptance of the order. We start processing once the payment is credited.
Is my payment processed securely?
Yes — electronic payments are handled by trusted gateways (PayPal/Stripe/Sofort) over an SSL-secured connection.
Graduation Gowns & School / Bulk Orders
Do you support bulk or school orders?
Yes. We supply academic gowns, caps, sashes and accessories from preschool to university, plus coordinated special-occasion dresses for school events.
How do I request a custom quote for a group?
Email info@zoyadresses.co.uk with institution name, delivery address, product types, quantities, preferred delivery date, and contact details. We typically reply within 1–2 working days.
Do you offer sample sizes or sizing kits for fittings?
Yes — we provide sizing support and optional sample orders to help you confirm fit before placing a bulk order.
Can you personalise gowns (colours, sashes, embroidery)?
We offer a wide palette of colours and accessories (e.g., sashes and stoles). Share your needs in your enquiry and we’ll advise on options and timelines.
Do you provide invoicing and payment terms for public institutions?
Yes — invoicing and flexible payment arrangements are available for institutions as part of our group-order service.
Special Occasions
How do I choose a flower girl dress to match the wedding palette?
Filter by colour on category pages and check product photos. If you need close matching (e.g., to bridesmaid dresses), order early to compare at home and return unused styles within policy.
When should I order before the event?
Allow time for dispatch and delivery (2–3 working days by courier in the UK once shipped; 7–14 working days with Royal Mail free shipping). We recommend ordering a few weeks in advance for stress-free planning.
Do you offer modest styles and First Communion-appropriate accessories?
Yes — browse our Communion and Christening categories for modest cuts, long sleeves, boleros, gloves, headbands and shoes suitable for church ceremonies.
Can I order multiple sizes to try and return what I don’t need?
Yes — see our return terms; items must remain unused, complete and in original packaging. Return shipping is paid by the customer.
Products & Availability
Will sold-out items be restocked and how can I get notified?
Popular models are restocked regularly. Use any restock notification on the product page (if available) or email us with the SKU to ask about incoming deliveries.
Where are your products designed and manufactured?
ZOYA is a European brand with operations across multiple EU markets. See product pages and our About Us page for brand background and regional presence.
Do you offer made-to-order or custom sizes?
Ready-to-wear sizes are available per model. For institutions, we can propose coordinated sets and sizing support; custom requests are reviewed case-by-case for group orders.
Do you have a lookbook or outfit inspirations?
Yes — explore our Lookbook and Inspirations sections for styling ideas across seasons and occasions.
Account, Privacy & Support
How do I create an account, reset my password, or update my details?
Use the Create an account / Sign in links in the site header. From your account, you can update addresses and view orders. Use password reset if needed.
How do you protect my personal data?
We process personal data in line with legal requirements and store it on secure servers. Only authorised staff have access. See our Privacy Policy for details on rights of access, rectification and deletion.
How do I contact customer support?
Email info@zoyadresses.co.uk or use the contact form. UK correspondence address:
CQL / KAAB / ZOYA, Unit 1, Cowley Mill Trading Estate, Longbridge Way, UB8 2YG, Uxbridge, UK
CQL / KAAB / ZOYA, Unit 1, Cowley Mill Trading Estate, Longbridge Way, UB8 2YG, Uxbridge, UK
Store crew ZOYA Dresses UK - flower girl dresses, communion dresses, girls party dresses, baby girl dresses, baby girl dresses special occasion.