Return policy

Cancelling Before Dispatch

Want to cancel before your order ships? Email ask@zarellia.com as soon as possible and include your order number. Once we confirm the cancellation, we will issue a full refund to your original payment method.

Once an order has shipped, it cannot be cancelled. You may return it instead by following the process below.

Your Right of Withdrawal (EU/EEA Consumers)

If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase within 14 days without providing a reason.

For goods, the withdrawal period normally begins on the day you, or a third party designated by you other than the carrier, receives the goods. If an order contains multiple products delivered separately, the withdrawal period generally begins when the final product is received.

To exercise your right of withdrawal, send a clear statement of your decision to withdraw to ask@zarellia.com.

Your withdrawal notice should include:

• Your full name;
• Your order number;
• The products you wish to return;
• The date the order was received;
• Your contact information.

After notifying us, you must return the applicable products within 14 days by following the return instructions provided by our customer service team.

What Is Excluded From Withdrawal

• Items made or personalised to your specifications;
• Sealed items that were unsealed after delivery and cannot be resold for hygiene reasons.

Return Conditions & Deadlines

To qualify for a return, the product should generally be:

• Unused, unworn, and unwashed;
• In its original condition;
• Free from stains, odours, damage, or signs of excessive handling;
• Returned with the original tags, accessories, packaging, and components;
• Accompanied by proof of purchase or the relevant order number.

You may inspect a product in the same way you reasonably would in a physical store. However, you may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and functioning.

How to Start a Return

Before sending any product back, contact us at ask@zarellia.com.

Please provide:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return;
• Photographs or videos if the product is damaged, defective, or incorrect.

Our customer service team will review your request and provide the applicable return instructions and authorised return address. Submitting a return request does not automatically mean that the return has been approved. Eligibility will be determined under this policy and applicable law.

Where to Send Your Return

Returns must be sent only to the return address confirmed by our customer service team.

The complete address should include:

• Recipient or company name;
• Street name and building number;
• Apartment, unit, or warehouse number, if applicable;
• City;
• State, province, or region;
• Postal code;
• Country;
• Telephone number, if required by the carrier.

Please do not send returns to the address printed on the original package unless our customer service team has confirmed that it is the correct return address. Products sent to an unauthorised or incorrect address may be delayed, refused, or returned to the sender.

Because the return address is outside the EU, please retain any customs paperwork and shipping labels associated with the return in case they are needed for customs clearance.

Who Pays for Return Shipping

If you are exercising your statutory right of withdrawal because you changed your mind, you are generally responsible for the direct cost of returning the product, unless we have expressly agreed to cover that cost.

If the product is defective, damaged upon delivery, materially different from its description, or different from what you ordered, we will cover reasonable return shipping costs as required by applicable law.

Original delivery charges are refunded only where required by law. For a valid EU or EEA withdrawal, this generally includes the cost of our least expensive standard delivery method. Additional delivery charges resulting from your choice of expedited or premium shipping are generally not refundable.

Returning the Product

Returned products should be securely packaged to prevent damage during transportation. We strongly recommend using a trackable shipping method.

Please retain:

• The return shipping receipt;
• The carrier’s tracking number;
• A copy of the return authorisation or customer service correspondence.

You are responsible for the returned product until it reaches the authorised return location, except where applicable law provides otherwise. We are not responsible for return packages sent to an incorrect address or lost because an untracked shipping method was used.

Damaged, Defective, or Incorrect Products

Please inspect your order within a reasonable time after delivery. If an item is damaged, defective, or not what you ordered, contact ask@zarellia.com promptly. We aim to respond within 48 hours.

Please include:

• Your order number;
• A description of the issue;
• Clear photographs or videos of the product;
• Photographs of the shipping package and label, where relevant.

Depending on the circumstances and applicable law, available remedies may include:

• Repair;
• Replacement;
• Refund;
• Price reduction;
• Another appropriate solution.

Reporting an issue promptly helps us investigate it, but failure to report the issue within a short period does not remove any mandatory legal guarantee rights.

Refunds

Once a return reaches us, we will inspect it against the conditions above and confirm whether it is eligible. Approved refunds will be issued to your original payment method.

For a valid EU or EEA withdrawal, we will issue the refund within 14 days of being informed of your decision to withdraw. We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first. Your bank or payment provider may require additional time to display the refund in your account.

Partial Refunds or Reductions in Value

Where permitted by law, a refund may be reduced if:

• The product has been handled beyond what is reasonably necessary to inspect it;
• Parts, accessories, tags, or original components are missing;
• The product has been damaged while under your responsibility;
• The product has materially decreased in value due to improper handling.

We will explain the reason for any proposed deduction. This section does not permit us to make deductions that are prohibited under applicable consumer law.

Refused and Unclaimed Packages

If a package is refused, not collected, or returned because an incorrect or incomplete address was provided, contact us at ask@zarellia.com.

Where permitted by law, reasonable shipping or return costs may be deducted from the refund. We will not make deductions where the delivery failure resulted from our error or where applicable law prohibits them.

Missing or Delayed Orders

If your order has not arrived within the estimated delivery period, check the tracking information and contact us at ask@zarellia.com.

We may ask you to confirm your shipping address and cooperate with a carrier investigation. A delayed delivery is not automatically considered a lost package. If the package is confirmed as lost, we will provide an appropriate remedy in accordance with applicable law.

Gifts and Promotional Products

Refunds for gifts are generally issued to the original purchaser using the original payment method.

Products provided free of charge as part of a promotion may need to be returned when the associated qualifying purchase is returned. If a return causes the original order to no longer meet the conditions of a promotion, the refund may be adjusted where permitted by law and clearly disclosed in the promotional terms.

Abuse of the Return Process

We reserve the right to investigate suspected return fraud, including altered products, false claims, repeated abuse, or returns of products not purchased from us.

This does not restrict legitimate returns, statutory withdrawal rights, warranty claims, or other mandatory consumer rights.

Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour, or item, return the original product for a refund and place a new order. This is generally faster and helps prevent the item you want from selling out.

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