Shipping Policy
Last updated: 20 February 2026
At ZELYA, we do our best to prepare and dispatch your order as quickly as possible.
📦 Order processing
Orders are usually processed within 24 to 72 working hours, excluding weekends and public holidays.
Once your order has been dispatched, you will receive a confirmation email containing your shipping information and tracking details, where available.
🚚 Estimated delivery time
United Kingdom: 8 to 13 working days
Delivery times are estimates and may vary depending on the carrier, customs processing, local delivery services or periods of high demand.
Working days do not include weekends or public holidays.
💸 Delivery charges
Delivery charges, where applicable, are displayed during checkout before payment is completed.
Free delivery may be offered as part of promotional campaigns or special offers.
📍 Delivery address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check your:
- full name;
- house or flat number;
- street address;
- town or city;
- postcode;
- telephone number.
Where an incorrect or incomplete address has been provided:
- ZELYA cannot be held responsible for non-delivery or delivery delays;
- any additional redelivery costs may be charged to the customer.
Once an order has been processed or dispatched, we may no longer be able to change the delivery address.
📦 Unclaimed or returned parcels
Where a parcel is returned to the sender because it was not collected, the address was incorrect or delivery could not be completed:
- redelivery charges may be payable by the customer;
- original delivery charges will not be refunded;
- additional processing charges may apply where appropriate.
Our customer service team will contact you once the returned parcel has been received and reviewed.
⏳ Delivery delays
Delivery may take longer during:
- periods of high demand;
- promotional campaigns;
- public holidays;
- customs inspections;
- exceptional weather conditions;
- carrier disruptions;
- logistical circumstances outside our reasonable control.
ZELYA cannot be held responsible for delays caused by the carrier, customs authorities or events outside our control.
However, our customer service team will assist you in obtaining further information about your delivery.
📬 Order tracking
Where tracking is available, your tracking details will be sent by email after your order has been dispatched.
Tracking information may take a few working days to update after dispatch.
A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.
📦 Orders marked as delivered
Where your tracking information shows that the parcel has been delivered but you have not received it, please:
- check with members of your household;
- check with neighbours;
- look around any safe place near the delivery address;
- contact the local carrier.
You should then contact our customer service team so that we can review the situation with the delivery partner.
❓ Need help?
Our customer service team is available at:
We aim to respond within 24 to 48 working hours.
✨ Thank you for choosing ZELYA.