Refund policy

All sales are subject to our Returns Policy.

 

Returns must be requested within seven (7) days of receiving your item and returned to us within fourteen (14) days of receiving your order. 


EXCHANGES

To request an exchange, email us at info@zielajade.com with the following information:

  • Your name, order number, the item/s you would like to exchange, and your reason.
  • If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. 
  •  Customers are to cover the cost of return shipping.
  • It is essential that all returns are sent back to Ziela Jade via registered post with tracking facilities, as we are not responsible for lost parcels.
  • Store credits will be sent to your email once we’ve received and reviewed your returned item(s).
  • You can use the store credit to order the correct size or choose something new from our website.
  • Store credits never expire.

 

REFUNDS

To request a refund, email us at info@zielajade.com with the following information:

  • Your name, order number, the item/s you would like to return, and your reason.
  • If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Customers are to cover the cost of return shipping.
  • It is essential that all returns are sent back to Ziela Jade via registered post with tracking facilities, as we are not responsible for lost parcels.
  • Refunds will be processed back to the original payment method used once we have received and inspected the returned item/s.
  • You will receive an email once your return has been processed, however, please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If you are returning items from an order that was eligible for free shipping, the initial shipping fee will be deducted from your refund.

 

THE FOLLOWING ADDITIONAL TERMS AND CONDITIONS APPLY TO ALL RETURNS:

  •  All discounted items can only be returned for a store credit.
  • Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.


FAULTY ITEMS

We aim to provide you with products of the highest standard and quality. Please inspect your order upon reception and email us at info@zielajade.com immediately if the item is defective, damaged or if you receive the wrong item.

If the product is confirmed to be defective or damaged, we will replace the product or refund the price of the product to your original payment method at your request. If the product is found not to have a defect, we will ship the product back to you.

It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use in accordance with care for instructions.