Shipping Policy

Shipping Cost:

We are proud to offer FREE SHIPPING on all orders worldwide. 

Shipping Times:

USA: 5-12 Business Days

Australia: 8-20 Business Days

UK: 5-9 Business Days

Canada: 5-15 Business Days

Europe: 4-15 Business Days

Rest of World: 5-25 Business Days

Note: all delivery times provided after dispatched are approximates only and may be subject to external factors, hence we are unable to provide an exact delivery date. 

Most orders are processed dispatched in 1-2 working days after an order is placed.
Customised items (e.g. Custom Photo Upload Necklaces) will take an extra 3-5 business days to process, since each item is made unique to you.

Tracking information will be available once your order has processed. Once available, it may take 1-2 days to update and hence will not show any information during this period of time.
Please track your order here:

As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or couriers. If the order has been tagged as "return to sender" or "unsuccessful delivery" due to the receiver not being able to follow-up or not submitting the necessary requirements to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.



On the rare occasion that your item goes missing or shows up late (more than 30 days) 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. 


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



In most cases duty tax does not apply because the total order cost is small. Note that it is the customers responsibility to check with local customs and to pay duty tax if it applies. 


We only accept cancellations within 1 hour of the purchase time. Anything after 1 hour will NOT be accepted since we process and dispatch orders as soon as possible to ensure customers receive their parcels swiftly.



We're incredibly confident in the quality of our product. Unfortunately, on the odd occasion a product may damage during transit or arrive defective. If this is the case, please email us at support@ziella.shop with proof of the defective product and we will provide a choice of a free re-shipment of the product or an immediate refund on purchase. Emails for defective product must be sent within 30 days of delivery of the product. 

You may return your order for store credit if the item you purchased was a sale item, or a full refund for a retail price item. Contact us for more information by emailing support@ziella.shop Packages that are received in a damaged state are eligible for returns and a refund or exchange will be initiated (Find out more on our return policy). 
Note: Customised items (e.g. photo projection necklaces) can NOT be returned as each item is unique.
email: support@ziella.shop