Shipping policy

Where Orders Are Fulfilled From

Orders are fulfilled from a logistics centre in Guangdong Province, China. Because this location is outside the EU and EEA, deliveries into the EU and EEA are international shipments rather than domestic shipments. This affects both the transit times and customs treatment described below.

How Delivery Time Is Calculated

Most orders therefore arrive within approximately 8–18 business days. These timeframes are estimates and are not guaranteed delivery dates. Customs clearance, weather, courier disruptions, public holidays, and address issues may cause delays, particularly during peak sales periods.

Countries We Ship To

Europe

Romania (all regions), Austria, Belgium, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, and Ukraine.

Other Destinations

United States, United Kingdom, Canada, Mexico, Australia, New Zealand, Hong Kong, Israel, Japan, South Korea, Malaysia, Saudi Arabia, Singapore, and Turkey.

Do not see your country listed? Email ask@zarellia.com to ask about availability.

Shipping Costs

Shipping costs are calculated at checkout based on the destination, order weight, and order value. The applicable amount will be displayed before you complete payment.

Customs, Duties & Import Taxes

Because orders are fulfilled from outside the EU and EEA, your parcel may be subject to import duties, customs clearance fees, or local taxes charged by your destination country’s customs authority upon arrival.

Unless we state otherwise at checkout, these charges are not included in the price you pay and are collected by the courier or local authority. The recipient is responsible for paying these charges. Customs processing may also extend the transit times stated above, particularly during busy periods.

Carriers

Orders are delivered by a local postal service or courier, depending on your location. The specific carrier and any available tracking details will be confirmed in your shipping notification email.

Delivery Address Accuracy

Please ensure that your delivery details are complete and correct at checkout. We are not responsible for delays or failed delivery caused by an incomplete or incorrect address, although we will make reasonable efforts to help if you notify us before the order ships.

If You Are Not Available When Your Order Arrives

Depending on the carrier, a missed delivery may result in a notice card with collection instructions or another delivery attempt. Parcels typically remain at a local depot for approximately 5–7 days before being returned to us if they are not collected.

If an unclaimed parcel is returned to us, we will issue the applicable refund. Where permitted by law, reasonable outbound and return shipping costs actually incurred may be deducted from the refund.

Tracking Your Order

You will receive a tracking link after your order ships. Tracking information may take one or two days to begin updating.

If you have not received tracking information within five business days of placing your order, email ask@zarellia.com and include your order number.

Delivery Issues

Marked as Delivered, but Nothing Is There

Check with neighbours, building reception, or anyone else who may have accepted the parcel, and confirm that the delivery address on your order is correct. If the parcel is still missing after 48 hours, contact the carrier and email us at ask@zarellia.com.

Visible Damage on Arrival

Where possible, inspect the parcel before accepting it. If it is visibly damaged, note the damage on the delivery receipt or refuse the parcel, take clear photographs, and email us within 24 hours.

Damage Found After Opening or an Incorrect Item

Email us within seven days of delivery with clear photographs and your order number. Please keep the product and all packaging while we review the issue.

These reporting timeframes help us investigate the issue with the carrier and do not limit any mandatory legal guarantee or consumer rights.

Changing or Cancelling an Order

Before your order ships, email ask@zarellia.com immediately. We will try to accommodate a change or cancellation, but we cannot guarantee that this will be possible once processing has begun.

After an order ships, it cannot be modified. You may refuse it at delivery or accept it and start a return under our Returns & Refund Policy.

Liability & Risk

We are responsible for parcels genuinely lost in transit or damaged before delivery. We are not responsible for delays outside our reasonable control, customs delays or charges, delivery failures caused by an incorrect address, unclaimed or refused parcels, or force majeure events, except where applicable law provides otherwise.

Risk in the goods passes to you when the parcel is delivered to you, a person you nominate, or a pickup point you have chosen. Carrier tracking may be used as evidence of delivery but does not override any mandatory consumer rights.

Force Majeure

We are not liable for delays caused by circumstances genuinely beyond our reasonable control. These may include natural disasters, war or civil unrest, government restrictions, pandemics, strikes, supplier or carrier failures, and major technical outages.

If such circumstances affect your order, we will contact you and offer an extended delivery timeframe or a full refund, as appropriate.

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