Exchange & Refund Policy

At Zoella, we value your satisfaction and strive to ensure that every item meets your expectations. Please read our policy carefully before placing your order.

1. Exchanges

  • Exchange requests must be made within 48 hours of receiving your order.

  • To be eligible for an exchange, the item must be in the same condition as received – unworn, unused, unwashed, and with original packaging/tags intact.

  • Customers must send a clear photo of the item along with an explanation of the reason for exchange by email to zoella.eg@gmail.com.

  • Once your request is reviewed and approved, we will provide you with instructions for the exchange process.

  • Please note that shipping costs for exchanges are the customer’s responsibility, unless the exchange is due to a production defect or an error on our part.

2. Refunds

  • Refunds are generally not offered, except in cases where an item has a verified production issue or has been delivered incorrectly.

  • If a refund is approved, it will be processed within 7–10 business days after we receive and inspect the returned item. Refunds will be issued to the original payment method.

  • Shipping fees are non-refundable.

3. Customized Orders

  • For all customized orders, a down payment is required in advance to begin production.

  • Please note that customized items are not eligible for exchange or refund, unless there is a proven production issue in the item you received.

  • In the unlikely event of a defect, please contact us at zoella.eg@gmail.com with photos and a detailed explanation within 48 hours of receiving your order.

4. Delivery Timeline

  • Orders are typically delivered within 7–12 working days from the date of confirmation.

Please note that delivery times may vary depending on your location, courier availability, and seasonal demand.