Returns and Refund Policy
Our Guarantee
We want you to love your Ziella piece. Every order is backed by a 30-day money-back guarantee on non-personalized items, and every item — personalized included — is covered if it arrives damaged, faulty, or engraved incorrectly. If something isn't right, email us at support@ziella.co and we'll make it right.
If Something's Wrong With Your Order
Damaged, faulty, or engraved incorrectly? Just email a photo to support@ziella.co within 14 days of delivery and we'll replace it right away — no need to send anything back.
30-Day Returns (Change of Mind)
Changed your mind? You can return non-personalized items within 30 days of delivery. A few things to keep in mind:
- Return shipping costs are the customer's responsibility.
- Please reach out to support@ziella.co before returning anything, so we can confirm the correct return address and approve your refund smoothly.
- Items should be unused and in their original condition.
Personalized & Engraved Items
Because personalized items — including name engravings and custom messages — are made uniquely for you, they can't be returned for change of mind. They are, however, fully covered if they arrive damaged, faulty, or with an engraving error on our part. Just send us a photo within 14 days and we'll replace your item or refund you.
Refund Processing
Once your refund is approved, we'll process it to your original payment method within 2–7 business days.
Order Cancellations
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.
Shipping Delays & Late Items
If a delay occurs before your order has dispatched, you may cancel for a full refund. Once the item has left our facility we're unable to recall the shipment — please accept delivery and, if anything's wrong on arrival, we'll take care of it under the cover above.
Lost or Undelivered Packages
If tracking shows your order hasn't been delivered and it's been more than 30 days since dispatch (up to 5 weeks for international orders), get in touch and we'll arrange a replacement or refund.
Lost or Stolen After Delivery
If tracking shows your parcel was delivered but it hasn't reached you, get in touch — we'll help you investigate with the carrier and find a solution. For extra peace of mind, we recommend adding Shipping Protection at checkout, which covers lost and stolen parcels.
Who We Are
Ziella is a brand operated by Nexapay Global Corp, 1401 Brickell Avenue, Ste 330, Miami, Florida 33131, USA.
Contact Us
Questions about a return or your order? Reach us anytime at support@ziella.co — we aim to reply within 24 hours.
