Cancellation, Returns & Refund Policies

Cancellation

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.

Returns

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us by email at info@zilaya.net with the subject line "return and your order number", example Return #1234. If your return is accepted, you'll need to add a proof of postage from your post office. If the return package is lost or damage in the transit, we will not be held responsible.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@zilaya.net or with our Contact us Form.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (for e.g. special orders or personalised items ). Pre-order items will not be allowed to be exchanged or refunded.Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Only if your item was damaged or faulty, you will also be refunded the return postage charges. Please remember it can take some time for your bank or credit card company to process the refund.

Postal Charges

Postal charges will only be refunded if the item is damaged or faulty.