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Questions about shopping with ZERO? Start here for help choosing your items and checking your order.

Products & sizing

How do I choose the right size?

Check the sizing information on the individual product page before ordering. Size labels can vary between products, so compare measurements rather than assuming your usual size will fit.

How do I choose my sneaker size?

Where foot-length measurements are provided, measure from your heel to your longest toe and compare with the measurements listed for your chosen option. If a size label is unclear or inconsistent, contact us before ordering.

What materials are your products made from?

Materials vary by item. Check the product description for the details of the hoodie, joggers or sneakers you are considering. If the information you need is missing, ask us before purchasing.

Can I personalise an item?

Do not assume an item can be personalised based on its name alone. Contact us before ordering to confirm whether personalisation is available for that specific product and what can be changed.

Orders & delivery

How can I check the details of my order?

Refer to your order confirmation for the items and options you ordered. If you need help, contact us with your order number and a brief description of your question.

Can I change my size, design or delivery address after ordering?

Contact us as soon as possible with your order number and the change you need. We will check whether a change is still possible; please do not assume it has been made until you receive confirmation.

Where can I find delivery information?

Review our Shipping Policy for delivery information. If you need an item for a particular date or are unsure about delivery to your destination, contact us before placing your order.

Help with your purchase

Where can I find information about returns?

Read our Refund Policy for information about returns and refunds. Contact us if you need help understanding how it applies to your purchase.

What should I do if my item arrives damaged or is not what I ordered?

Contact us with your order number, a description of the issue and clear photos where helpful. Keep the item and its packaging while we review your enquiry.

How do I contact ZERO?

Use our Contact page and include your order number if your question is about an existing purchase. Never include your full card details or passwords.