Shipping Policy

Contact Us: For any inquiries, reach out at support@ziella.co

Shipping & Processing Policy

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

Processing Times

  • Standard items: 1–2 business days to dispatch
  • Personalized items: Add up to 3–5 business days for crafting and quality check

Estimated Shipping Times (After Dispatch)

  • 🇺🇸 USA: 5–12 business days
  • 🇦🇺 Australia: 8–14 business days
  • 🇬🇧 UK: 5–9 business days
  • 🇨🇦 Canada: 5–15 business days
  • 🇪🇺 Europe: 4–15 business days
  • 🌍 Rest of World: 5–25 business days

Good to Know

  • Delivery estimates are guides, not guarantees. A late delivery on its own isn't refundable, but if your parcel is confirmed lost in transit we'll replace or refund it.
  • Cancellations aren't possible once an item has shipped (see full terms below).
  • Tracking: Available after processing. Track here (may take 1–2 days to activate).
  • Address accuracy: Please double-check your shipping details at checkout. We can't refund deliveries that fail due to an incorrect address, but reach out and we'll help where we can.

Issues With Delivery?

  • Missing or late (30+ days)? Email support@ziella.co and we'll look into it for you.
  • Shows delivered but not received? Get in touch — we'll help you investigate with the carrier and find a solution. Adding Shipping Protection at checkout (below) covers lost and stolen parcels.

Shipping Protection Add-On

For added peace of mind, we offer optional shipping protection at checkout.

  • Coverage Limit: Protects lost or stolen packages up to $250 USD.
  • Resolution: If your protected order is lost, stolen, or never delivered, you're eligible for a free replacement (or a refund, if you prefer).
  • What's covered: Shipments that are:
    • Marked as lost by the carrier, or
    • Never delivered to you, or
    • Reported as stolen (including after the carrier marks the package as delivered).
  • Exclusions: Does not cover:
    • Packages delivered to the wrong address due to incorrect details at checkout
    • Orders above the $250 USD coverage limit
    • Ordering errors (wrong item, size, color, etc.)
  • Claim Window: Claims must be filed within 14 days of the estimated delivery date.

Other Policies

  • Duties & Taxes: Rare, but any import duties are the buyer's responsibility where applicable.
  • Order Cancellation: Orders can only be cancelled if they haven't yet entered processing or production. Processing often begins shortly after an order is placed, so cancellations aren't guaranteed. Once an order is being prepared (e.g. personalized) or has shipped, it can no longer be changed or cancelled.
  • Damaged or faulty on arrival? Send us a photo within 14 days and we'll refund or replace it — no need to send it back.
  • Returns: Non-personalized items can be returned within 30 days; personalized items aren't returnable for change of mind. See our Refund Policy for full details.
  • Returning an item? Please contact us first so we can confirm the correct address — parcels sent back without approval can't be processed for a refund.

Who We Are

Ziella is a brand operated by Nexapay Global Corp, 1401 Brickell Avenue, Ste 330, Miami, Florida 33131, USA.