Frequently Asked Questions

Everything you need to know about ordering, delivery, returns and payment at Zonix Prime. If your question is not answered here, email us at info@zonixprimeltd.co.uk and we will get back to you within one working day.

How long does UK delivery take?

Standard UK delivery arrives in 2-4 working days and is free on orders over £50 (£3.95 below that). Express delivery arrives in 1-2 working days for £5.95. Orders placed before 1pm on a working day are dispatched the same day.

Do you deliver outside the UK?

At the moment we ship within the United Kingdom only, including Northern Ireland, the Scottish Highlands and the Islands. We are working on international delivery and will announce it to our newsletter subscribers first.

Can I track my order?

Yes. Every parcel is sent on a tracked service and your dispatch email contains a tracking link. If the tracking has not moved for three working days, contact us and we will investigate with the carrier.

What is your returns policy?

You can return any unworn item within 30 days of delivery for a full refund or exchange, provided tags are attached and the item is in its original packaging. Email info@zonixprimeltd.co.uk to start a return and we will send you a returns reference within one working day.

Who pays for return postage?

Customers cover return postage for change-of-mind returns and exchanges. If an item is faulty, damaged or incorrect, we pay the return postage and refund it to you in full.

How long do refunds take?

Returns are inspected and processed within two working days of arriving with us. Refunds go back to your original payment method and usually appear within three to five working days, depending on your bank.

Which payment methods do you accept?

We accept all major debit and credit cards, including Visa and Mastercard, through our secure encrypted checkout. Your card details are handled by our payment provider and are never stored on our website.

How do I choose the right size?

Each product page lists the fabric composition and how the garment is cut, for example regular, slim or oversized. If you are between sizes we usually recommend taking the larger size for knitwear and outerwear. If it is not right, our 30-day returns promise has you covered.

How do I care for my Zonix Prime items?

Care instructions are printed on the label of every garment. As a general rule we recommend a cool 30-degree wash, washing dark denim inside out and separately for the first few washes, and reshaping knitwear while damp and drying flat.

Are you a registered UK company?

Yes. Zonix Prime Ltd is registered in England & Wales under company number 17307024, with its registered office at Office 19666, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom.

How can I contact you?

Email info@zonixprimeltd.co.uk or use the form on our Contact page. Our customer service team is UK-based and answers messages Monday to Friday, 9am to 5pm.