Returns and Refund Policy

🔧 Manufacturing Error/Damage Policy:

• If your item has a manufacturing error or arrives damaged, please 📧 contact us within 3 days of delivery.
• We'll replace any damaged item free of charge. 🆓
• 🚨 Note: Damage reported after 3 days is considered customer-caused and not covered.

💸 Refunds & Returns (Within 30 Days):

• Changed your mind? No problem! Return within 30 days, but note that return shipping costs are your responsibility (excludes customized items, see below paragraph). 📦
• Parcels that are returned to sender address without prior contact with our support team will NOT be approved for a refund. Sender address and business registration address are NOT the same address as our returns facility.
• 🔄 Once we receive the item, we'll process your refund via your original payment method (2-7 business days processing time).
• Please email us at support@ziella.co to initiate the returns process

🚫 Customized Orders:

Please note that customized orders, including those with name engravings or any personalization, are not eligible for returns due to the personal nature of these products. If your customized item arrives damaged or with a manufacturing error, please contact us within 3 days of delivery for a resolution. We're committed to ensuring your satisfaction with our personalized offerings.

🔍 Missing Package (In Transit):

• Item missing or late for over 5 weeks? Contact us for a swift replacement. We prioritize resolving these issues ASAP. 🌟

🚫 Lost/Stolen Packages:

• Ziella isn't responsible for lost/stolen packages.
• 🕵️‍♂️ If tracking shows delivery but you haven't received it, please report to your shipping carrier and possibly file a police report.
• Need help? Email us at support@ziella.co.

🕒 Cancellations:

• Flexible Cancellation Options for Your Convenience

  At Ziella, we understand that sometimes plans change. To accommodate this, we've updated our cancellation policy to give you more flexibility:

• Late items / Delays: For order processing delays due to unforeseen circumstances, customers can cancel their order, provided the item has not yet dispatched. Once the item has left our shipping facility, unfortunately we no longer have the option to cancel the shipment, and you must receive the item and commence the returns procedure.

  • Extended Cancellation Window: You now have up to 24 hours from the time of purchase to cancel your order for a full refund. This gives you ample time to reconsider your decision without any stress.

  • How to Cancel: If you wish to cancel your order, please email us at support@ziella.co within 24 hours of your purchase. Include your order number and the reason for cancellation to expedite the process.

  • Post-Dispatch Cancellations: If your order has already been dispatched (post the 24-hour window) and you still wish to cancel, we ask that you wait for the item to arrive and then follow our straightforward returns process for a refund.

  • Seamless Processing: Once we receive your cancellation request, we will process it promptly. Refunds are issued to the original payment method and typically take 2-7 business days to reflect in your account.

  Note: For orders that are custom-made or personalized, cancellations can only be accepted before the production process begins. Please reach out to our support team for assistance in such cases.

  We hope this enhanced cancellation policy makes your shopping experience with us even more flexible and stress-free. For any further assistance or queries, feel free to contact us at support@ziella.co.

📧 Contact Us:

• For any queries, feel free to reach out at support@ziella.co.