Refund policy

Refund policy

Returns & Refunds

Return Conditions:

  • If you wish to return an item, please contact us first at Contact Us - Zirella before sending anything back.
  • Returns sent without prior contact will not be accepted or refunded.
  • Our return facility address is different from our sender address. Please do not return to the shipping label address.

Non-Returnable Items:

• Personalized items (e.g., engraved bracelets) cannot be returned or refunded.

Return Eligibility:

  • Non-personalized items may be returned within 14 days of delivery, provided they are unused and in original condition.
  • Return shipping costs are the responsibility of the customer unless the item is faulty.

Returns: Store credit for sale items. Refund for full-price items. Custom items non-returnable.

Shipping Protection Add-On

For added peace of mind, we offer optional shipping protection at checkout.

Coverage Limit: Protects lost or stolen packages up to $250 USD.

Resolution: If your protected order is lost, stolen, or never delivered, you are eligible for a free replacement (or a refund, if you prefer).

What is covered: Applies to shipments that are:

  • Marked as lost by the carrier, or
  • Never delivered to you, or
  • Reported as stolen (including after the carrier marks the package as delivered)

Exclusions: Does not cover:

  • Packages delivered to the wrong address due to incorrect customer information at checkout
  • Orders above the coverage limit of $250 USD
  • Customer ordering errors (wrong item, size, color, etc.).

Claim Window: Claims must be filed within 14 days of the estimated delivery date.