Return Policy
We offer a 14-day return window. This means you need to submit your return request within 14 days of receiving your order. Orders returned more than 14 days after receipt aren't eligible for a refund.
To be eligible for a return, the item needs to be in the same condition you received it: unworn or unused, with its original tags, and in its original packaging. Proof of purchase is also required.
Return process
- Contact us at info@zeliann.com. We'll then send you a return form.
- Send your order to the return address. Make sure the parcel has a tracking code (Track & Trace). Without a tracking code, we can't track the parcel or confirm it's been received.
- Get your refund. As soon as we've received and checked the parcel, we'll refund the purchase amount within 5 business days.
Please note that return shipping costs are your responsibility. This helps support a more sustainable shipping process. It's also worth noting the original delivery was free for you as the customer.
Higher return costs from Asia
Since our warehouse is based in Asia, return costs can be higher. Feel free to get in touch with Zelian customer service so we can find a solution that works for you together. We're always here to help.
Do I have to pay for my return?
Yes. All customers are responsible for return shipping costs. Depending on where you live, this can range from $15 to $28. We strongly recommend shipping your return with a tracking code (Track & Trace), as we can't be held responsible for lost parcels.
Important: always contact us first at info@zeliann.com before sending a parcel back, so we can check whether your return is eligible.
Damaged items or issues
Check your order as soon as you receive it. Contact us immediately if an item is faulty or damaged, or if you've received the wrong product. We'll sort out a solution as quickly as possible.
Exceptions / Non-returnable items
Some items can't be returned, including:
- personalised or custom-made products;
- care products (such as beauty items);
- hazardous materials, liquids or flammable gases.
Feel free to get in touch if you're unsure whether your product is eligible for return. Unfortunately, we don't accept returns on sale items or gift vouchers.
Cancellations
Want to cancel your order? That's possible as long as it hasn't shipped yet. Get in touch with us as soon as possible at info@zeliann.com.
Has your order already shipped? You can then return it once you've received it, in line with our return policy.
Exchanges
The fastest way to exchange an item is to return the original item. Once your return is approved, you can simply place a new order.
Refunds
As soon as we've received and checked your return, we'll let you know whether the refund has been approved. If the return is approved, the purchase amount is automatically refunded to your original payment method.
Please note that processing by your bank or credit card company can take several business days. Return shipping costs aren't refunded.
Received a faulty product?
While we check our products carefully, damage can happen during transport. If this happens, we'll send you a free replacement. If the replacement product also turns out to be faulty, you'll receive a full refund.
Lost or automatically returned parcel
If a parcel is lost or hasn't been delivered due to a logistics error, we always send a new parcel first before processing a refund or applying the return policy.
Not home for delivery or parcel at a pickup point
If a parcel is delivered to your home or a pickup point and isn't collected in time, it's automatically returned to us. Since the shipping costs have already been incurred, we reserve the right to deduct $15 from the amount refunded.
Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product is faulty, not fit for purpose or not as described, you're entitled to a repair, replacement or refund, and we'll cover the reasonable cost of returning it to us.