Refund policy

Refund & Returns Policy


Last updated: January 2026

We take great care in the making and handling of every ZELA piece. If something isn’t quite right, we’re here to help — within the guidelines below.

 

Returns Window

We accept returns within 14 days of delivery.

To be eligible for a return, items must be:

  • Unworn and unwashed
  • In original condition
  • With all tags attached
  • In original packaging

Proof of purchase is required for all returns.

 

How to Request a Return


To initiate a return, please contact us at:
zela.kuwait@gmail.com


Once your request is approved, we’ll share return instructions and the return address.

Items sent back without prior approval will not be accepted.


Return Shipping


Return shipping is the responsibility of the customer

Return shipping costs are calculated based on:

  • Location
  • Shipment weight and size
  • Return shipping fees may be deducted from your refund once the return is received and approved


Refund Processing

  • All returns are inspected upon arrival
  • Approved refunds are processed within 5–7 business days
  • Refunds are issued to the original payment method where possible


Please note:

  • Shipping fees are non-refundable once a shipment has been dispatched or delivery has been attempted
  • Banks and payment providers may take additional time to reflect refunded amounts

 

Cash on Delivery (COD) Refunds


For orders placed using Cash on Delivery (COD):

  • Refunds are not issued in cash
  • Refunds may be processed via:
    • Bank transfer, or
    • Store credit (by customer preference)
  • Original shipping and COD fees are non-refundable once delivery has been attempted


Exchanges


We do not process direct exchanges.

If you’d like a different size or item:

  1. Return your original item following the steps above
  2. Place a new order once the return is approved


This ensures faster processing and availability.


Non-Returnable Items


The following items are final sale and not eligible for return:

  • Items marked Final Sale
  • Worn, washed, altered, or damaged items
  • Items missing tags or original packaging
  • Hygiene-sensitive items (where applicable)


Damages & Incorrect Orders


Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at:
zela.kuwait@gmail.com


We’ll review the issue and make it right where applicable.


Failed Delivery or Refused Shipments


If a delivery is refused or cannot be completed due to: 

  • Incorrect or incomplete address
  • Unreachable phone number
  • Customer refusal


The shipment may be returned to us by the courier.

Original shipping and return courier fees may be deducted from any approved refund.

For any questions regarding returns or refunds, contact us at:
zela.kuwait@gmail.com