Shipping Policy

Contact Us: For any inquiries or support needs, reach us at support@ziella.co

Shipping Cost: Exciting news! We offer FREE SHIPPING on all orders, worldwide! 

Shipping Times:

  • Processing Times:
    • Regular items: Typically next business day
    • Personalized items: Additional 3-8 business days for custom crafting
  • Shipping Times:
    • 🇺🇸 USA: 7-10 Business days
    • 🇦🇺 Australia: 8-20 Business Days
    • 🇬🇧 UK: 5-9 Business Days
    • 🇨🇦 Canada: 8-15 Business Days   ⚠️  ALERT: Canada Post Strike - Expect significant delays on all orders to Canada
    • 🇪🇺 Europe: 6-15 Business Days
    • 🌎 Rest of World: 5-25 Business Days

Important Notes:

  • ⚠️ Holiday Update: We cannot guarantee delivery before Christmas
  • ⚠️ Canada Orders: Due to Canada Post Strike, expect significant delays
  • All delivery times are estimates and begin after order dispatch
  • Actual delivery times may vary due to customs, weather, and local carrier condition

Processing & Handling:

  • Standard orders: Dispatched in 1-2 working days.
  • Custom items (e.g. Custom Photo Upload Necklaces): Add 3-5 business days for processing as each is uniquely crafted for you.

Tracking Your Order: Tracking info will be sent post-processing. Allow 1-2 days for updates. Track here: Track Order

Important: You are responsible for tracking your order and handling customs requirements. No refunds/replacements for orders tagged as "return to sender" or "unsuccessful delivery".

Missing Package? If your order is missing or over 30 days late, contact us for a prompt replacement. 📧 Email: support@ziella.co

Lost/Stolen Packages: Ziella is not liable for lost/stolen packages. If tracking shows delivered but you haven't received it:

  • Contact your shipping carrier.
  • File a police report if suspected stolen.
  • Need help? Email: support@ziella.co

Duty Tax: Duty tax is usually not applicable due to small order costs. However, it's your responsibility to check and pay any duty tax.

Order Cancellations: Cancellations accepted only within 1 hour of purchase. Orders are processed quickly to ensure fast delivery.

Damaged Packages: Received a damaged item? Email support@ziella.co within 30 days with proof for a free re-shipment or refund.

Returns:

  • Parcels that are returned to sender address without prior contact with our support team are NOT valid for a refund. Sender address and business registration address are NOT the same address as our returns facility.
  • Sale items: Return for store credit. Please contact us before returning so we can provide our returns address.
  • Retail price items: Full refund available.  Please contact us before returning so we can provide our returns address.
  • Contact us: support@ziella.co
  • Custom items (e.g., photo projection necklaces) cannot be returned.

Contact Us: For any inquiries or support needs, reach us at support@ziella.co