Shipping Policy

 

Contact Us: For any inquiries or support needs, reach us at [email protected]

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
    • 🇪🇺 Europe: 6-15 Business Days
    • 🌎 Rest of World: 5-25 Business Days

Important Note: 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: [email protected]

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: [email protected]

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 Cancellation: Orders can only be cancelled if they have not yet entered processing or production. Processing often begins shortly after an order is placed, so cancellations are not guaranteed. Once an order is being prepared (e.g. personalized) or has shipped, it can no longer be changed or cancelled.

Damaged Packages: Received a damaged item? Email [email protected] 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: [email protected]
  • Custom items (e.g., photo projection necklaces) cannot be returned.

Contact Us: For any inquiries or support needs, reach us at [email protected]