Returns and Refund Policy

Manufacturing Error / Damage - If you require a replacement due to a manufacturing error / damage and can provide proof please contact us within 3 days of item being delivered.We will gladly replace any damaged item free of charge. After the 3 day period, any damage is deemed to be caused by the customer, and is not considered a manufacturing error.

Refunds / Returns (Within 30 days only) - For change of mind returns and all refunds, the customer is reponsible for covering the cost of shipping back to us. If the item is not received by our return facility, then unfortunately we are not able to process refunds. 

Following the receipt of  your item at our return facility, we will notify you of your refund.  If it is approved, then your refund will be processed through your original method of payment. The funds typically take 2-7 business days to process depending on the payment method used and card issuer.

Contact us here for details where we will gladly do our best to fix the problem! This policy lasts 30 days after delivery. Once 30 days have passed since your item has been delivered we are no longer able to accept returns at this time.



Late items:

For delays in shipping due to unforeseen circumstances e.g. COVID-19 delays, shipping facility delays, holiday seasons, natural disasters etc. we won't be able to cancel and refund your order until the parcel has been returned to sender. However, after 30 days if for some reason your parcel has not been delivered or is lost, we will happily cancel and refund your order. 

Missing package (in transit):

On the rare occasion that your item goes missing or shows up late (i.e. more than 5 weeks have passed) please contact us. If it has been lost in transit we will ship you a new one immediately! We pride ourselves on customer service and will reply in a timely fashion to resolve any issues ASAP. 

Lost/ stolen package:

Ziella is not responsible for lost or stolen packages. If your tracking information states that your package was delivered to your address and you have not received it please report it to your respective shipping carrier at the information provided to you on our Tracking Page and file with local police if you suspect it is in fact stolen. If you have any further questions on how to do this please reach out to our customer support team at support@ziella.co


Orders must be cancelled strictly within 1 hour of being placed for a full refund to be processed. After this, there is a possibility the order has been dispatched and therefore can not be cancelled / refunded. Please contact us if you have any queries regarding cancellations.