FAQ
SUPPORT
If you need any help or if you have questions please contact us at the email address below:
Customer Service Email: info@zilaya.net
PRODUCTS
Our Organic Cashmere Collection
- How is our organic cashmere made and dyed?
- Organic Cashmere fabric is made by using pure cashmere raw materials. The natural colours of Cashmere are usually Light Cream, Light Grey, Beige, and Brown. Our manufacturer uses low-impact dyes or biodegradable natural dyes in order to offer other colours. The results of this process is higher cashmere quality, fibers are softer, thicker, fully-fledged, and will last a lifetime.
- Where is your manufacturer located?
- Inner Mongolia Province
ORDERS
How secure is my personal information?
info@zilaya.net adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
What forms of payment do you accept?
We accept PayPal and the following credit cards: Visa, Mastercard, Discover, American Express.
Can I cancel my order?
You can cancel your order within 24 hours of placing it. After that, it will have been processed, and you won’t be able to cancel. You can, however, return your items for exchange or refund.
SHIPPING
Do you ship internationally?
Yes! Just be sure to check that the items you are ordering will clear customs in your country.
What shipping carriers do you use?
We choose USPS, UPS, DHL and other shipping carriers worldwide. We will select the best carrier for specific countries to make sure your package arrives in time.
How long does it take to process my order?
Once payment has been made, 99% of all orders leave our fulfillment center within 2-3 days.
How long does shipping take?
Our average shipping time is 7-20 business days depending on your location.
United States, Canada, United Kingdom, Australia, and New Zealand: 7-20 business days.
European countries: 7-25 business days.
Asian countries: 7-25 business days.
Rest of the world: 7-30 business days.
During holidays seasons as we experience high volume, processing orders and delivery time may take longer than normal period.
DELIVERY
How do I track my order?
Once your order has been processed, we will send you your tracking number. It takes in average 1-5 business days for your order to be processed.
Please visit this link below to track your order.
Are all my items shipped together?
It depends on the products you ordered. Since we operate multiple fulfillment centers so sometimes your items may come with different packages.
Unfortunately, due to the Covid-19 or holidays, you might experience some delays in the delivery of your order. We do our best to ensure that your package is being delivered to you the fastest and safest way possible.
RETURNS
What is your return policy?
You are fully covered and protected by our 10-day return policy.
What do I do if I receive a defective product?
You will need first to contact us for a return at info@zilaya.net.
For more information concerning our return policy, please go check our dedicated page.
