Returns and Refund Policy

Manufacturing Error/Damage Policy: If your item has a manufacturing error or arrives damaged, contact us within 3 days of delivery. We'll replace any damaged item free of charge. Note: Damage reported after 3 days is considered customer-caused and not covered.

Refunds & Returns (Within 30 Days): Changed your mind? Return within 30 days, but return shipping costs are your responsibility (excludes customized items, see below). Parcels returned to sender without prior contact with our support team will NOT be approved for a refund. Sender address and business registration address are NOT the same as our returns facility address.

Once we receive the item, we'll process your refund via your original payment method (2-7 business days processing time). Email us at [email protected] to initiate the returns process.

Customized Orders: Customized orders, including those with name engravings or personalization, are not eligible for returns due to their personal nature. If your customized item arrives damaged or has a manufacturing error, contact us within 3 days of delivery for a resolution.

Late Items & Shipping Delays: For delays due to unforeseen circumstances customers can cancel their order if the item has not yet dispatched. Once the item has left our shipping facility, we can no longer cancel the shipment. You must receive the item and begin the returns procedure. We cannot cancel or refund until the item goes through returns and we receive the parcel back at our facility.

After 30 days, if your parcel is lost or undelivered, we'll refund your order.

Cancellations: 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.

Missing Package (In Transit): If your item is missing or late for over 5 weeks, contact us for a replacement. We prioritize resolving these issues as quickly as possible.

Lost/Stolen Packages: Ziella is not responsible for lost or stolen packages. If tracking shows delivery but you haven't received it, please report to your shipping carrier and consider filing a police report. Need help? Email us at [email protected].

Contact Us: For any questions, reach out at [email protected].