Shipping policy

Last updated: 21 May 2026.

Where we ship

Zyleo ships exclusively within the United Kingdom. This includes mainland England, Wales, Scotland (including the Scottish Highlands), Northern Ireland, the Channel Islands and the Isle of Man. We do not currently ship to any other country, and orders placed with a non-UK delivery address will be cancelled and refunded in full.

All parcels are dispatched from our fulfilment partners and arrive through trusted UK carriers, so you do not need to be at home for collection from a customs office or pay anything on the doorstep.

Delivery cost

Standard delivery is free of charge on every order, with no minimum spend. The price you see on the product page and at checkout is the final price you pay. There are no handling fees, no packaging fees and no surcharges added at any stage of the order.

Delivery times

Delivery is free across the whole United Kingdom with no minimum spend. The same delivery time applies whether you live in mainland UK, the Scottish Highlands, Northern Ireland, the Channel Islands or the Isle of Man.

  • Order processing: 1 to 2 business days
  • UPS delivery: 3 to 5 business days
  • Total time end-to-end: 4 to 7 business days

Orders placed before 2:00 pm GMT on a business day enter processing the same day. A UPS tracking number is sent by email as soon as your parcel leaves our warehouse.

Order cut-off and dispatch

Our daily cut-off time is 2:00 pm GMT.

  • Orders placed before 2:00 pm GMT on a business day enter processing the same business day.
  • Orders placed after 2:00 pm GMT, on weekends or on UK public holidays enter processing on the next business day.

You will receive a dispatch confirmation by email as soon as your parcel leaves our warehouse.

Tracking

Every order is sent with a tracking number. As soon as your parcel is handed over to the carrier, we send you a confirmation email containing your tracking number and a direct link to follow your delivery on the UPS website.

If you have not received your tracking email within 2 working days of placing your order, please check your spam folder first, then contact us at contact@zyleo.co.uk.

Taxes and customs charges

Zyleo is operated by HISOKA SAS, a French company benefiting from the French VAT exemption scheme (franchise en base de TVA, article 293 B of the French Tax Code, Code général des impôts). As a result, no VAT is charged on your order. The price displayed on the website is the final price.

Parcels shipped to UK addresses are sent under arrangements that fully cover any applicable import formalities. You will never be asked to pay any customs duty, import VAT or carrier handling fee on delivery. The amount paid at checkout is the only amount you pay.

Failed or missed deliveries

If the carrier is unable to deliver your parcel because nobody is available at the address, they will normally leave a card with instructions to either rearrange delivery, collect the parcel from a local depot or post office, or have it delivered to a safe place or a neighbour.

If a parcel is returned to us because it could not be delivered after the carrier's standard retention period, we will contact you to arrange a new delivery. A second attempt is free of charge.

Lost parcels and delays

If your parcel has not arrived within 7 working days after the dispatch email, please contact us at contact@zyleo.co.uk, quoting your order number. We will open an investigation with the carrier within 1 working day and keep you informed at every step. If the parcel is confirmed as lost, we will either send a replacement or issue a full refund, at your choice.

Wrong address or change of details

Please check your delivery address carefully at checkout. If you notice a mistake, contact us at contact@zyleo.co.uk as quickly as possible. We can usually amend the address as long as the order has not yet been dispatched. Once a parcel has been handed over to the carrier, the address can no longer be changed and a redelivery may incur extra time.

Damaged parcels on arrival

If your parcel arrives visibly damaged or if the product is broken on opening, please contact us at contact@zyleo.co.uk within 14 days of delivery, including your order number and clear photos of the packaging and the item. We will arrange a free replacement or a full refund.

Returns shipping

You have the right to return your order under the conditions described in our Refund Policy. Return shipping is free: we provide a prepaid UPS return label by email, which you simply print and attach to the parcel before dropping it off at any Post Office.

Return address:

HISOKA SAS – Zyleo Returns
28 rue de Montpellier
11000 Carcassonne
France

Contact

For any question about your delivery, please contact us:

  • Company: HISOKA SAS
  • SIRET: 989 850 680 00012
  • Registered office: 1 Rue Marguerin, 75014 Paris, France
  • Email: contact@zyleo.co.uk

We reply to all customer messages within 1 working day, Monday to Friday.

 

Contact

  • Company name (legal entity): HISOKA SAS — French Société par Actions Simplifiée
  • Trading as: Zyleo (zyleo.co.uk)
  • Registered office: 1 Rue Marguerin, 75014 Paris, France
  • Company registration number: 989 850 680 (SIREN, France)
  • VAT status: VAT not applicable — art. 293 B French General Tax Code
  • Phone (UK customer service): +44 20 8040 5007
  • Email: contact@zyleo.co.uk
  • Opening hours: Monday–Saturday · 9 am – 7 pm UK time
  • Service promise: Guaranteed reply within 1 working day