Returns and Refunds Policy
At ZELYA, your satisfaction is our priority.
Should you not be completely satisfied with your order, you have 14 days from the date of delivery to request a return.
✅ Return conditions
To qualify for a return:
- the product must be new, unused and unopened;
- it must be returned in its original, undamaged packaging;
- the return request must be submitted within 14 days of receiving the order.
⚠️ For hygiene and health protection reasons, cosmetic products that have been opened, unsealed or used cannot be returned, unless they are faulty.
📩 How to request a return
Please contact us by email at:
Include the following information:
- your order number;
- the product concerned;
- the reason for the return.
Our customer service team will provide you with the return instructions and return address.
Return postage costs are the customer’s responsibility, except where the product received is faulty, damaged or incorrect.
Please do not return a product without first contacting our customer service team.
💳 Refunds
Once your return has been received and inspected:
- your refund will be processed within 5 to 10 working days;
- the refund will be issued to the original payment method;
- you will receive a confirmation email once the refund has been processed.
The time taken for the funds to appear in your account may vary depending on your bank or payment provider.
Original delivery charges are non-refundable, except where required by applicable law or where the product received was faulty, damaged or incorrect.
❌ Non-returnable items
The following items cannot be returned or refunded:
- opened, unsealed or used cosmetic products;
- products damaged after delivery through misuse or improper handling;
- gift cards;
- products returned outside the authorised return period.
This does not affect your statutory rights where a product is faulty, damaged or not as described.
📦 Damaged, faulty or incorrect products
Should you receive a damaged, faulty or incorrect product, please contact us within 48 hours of delivery at:
Please include:
- your order number;
- a clear description of the issue;
- photographs or videos clearly showing the product and packaging.
Once the issue has been reviewed, we will offer an appropriate solution, which may include a replacement or refund.
📦 Return responsibility
Customers are responsible for ensuring that returned products are securely packaged.
We recommend using a tracked delivery service and retaining proof of postage until the return has been received and processed.
ZELYA cannot be held responsible for returned parcels that are lost or damaged in transit.
✨ Thank you for choosing ZELYA.