Returns and Refund Policy

🔧 Manufacturing Error/Damage Policy:

  • If your item has a manufacturing error or arrives damaged, please 📧 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? No problem! Return within 30 days, but note that return shipping costs are your responsibility   (excludes customized items, see below paragraph). 📦
  • Parcels that are returned to sender address without prior contact with our support team will NOT be approved for a refund. Sender address and business registration address are NOT the same address as our returns facility.
  • 🔄 Once we receive the item, we'll process your refund via your original payment method (2-7 business days processing time).
  • Please email us at to initiate the returns process

🚫 Customized Orders:

Please note that customized orders, including those with name engravings or any personalization, are not eligible for returns due to the personal nature of these products. If your customized item arrives damaged or with a manufacturing error, please contact us within 3 days of delivery for a resolution. We're committed to ensuring your satisfaction with our personalized offerings.

⏳ Late Items & Shipping Delays:

  • Delays due to unforeseen circumstances (COVID-19, natural disasters, etc.)  customers can cancel their order, provided the item has not yet dispatched. Once the item has left our shipping facility, unfortunately we no longer have the option to cancel the shipment, and you must receive the item and commence the returns procedure. We can't cancel/refund until the item goes through the returns procedure and we receive the parcel back to our facility. 
  • 📆 After 30 days, if your parcel is lost or undelivered, we'll happily refund your order.

🕒 Cancellations:

  • You can cancel your order within 1 hour for a full refund. After 1 hour, it may have been dispatched and can't be cancelled/refunded. 

🔍 Missing Package (In Transit):

  • Item missing or late for over 5 weeks? Contact us for a swift replacement. We prioritize resolving these issues ASAP. 🌟

🚫 Lost/Stolen Packages:

  • Ziella isn't responsible for lost/stolen packages.
  • 🕵️‍♂️ If tracking shows delivery but you haven't received it, please report to your shipping carrier and possibly file a police report.
  • Need help? Email us at

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