Shipping policy
We aim to provide a smooth and reliable delivery experience for all our customers. Below you will find clear information about processing times, shipping times, tracking, and what you can expect after placing your order.
Processing Time
All orders are processed within 1–3 business days. Once your order has been dispatched, you will receive a confirmation email.
Shipping Time
Standard international delivery takes approximately 5–12 business days, depending on your location, customs inspections, and carrier delays. Please note that these timeframes are estimates and may vary.
Track & Trace
Once your order has shipped, you will receive a Track & Trace number via email. This allows you to follow your package throughout the delivery journey. Please allow up to 48 hours for tracking information to update after dispatch.
Shipping Costs
Shipping fees are calculated at checkout. From time to time, we may offer free shipping promotions — these will be clearly communicated on our website or during checkout.
Incorrect or Incomplete Address
Please ensure your shipping details are correct when placing your order. Zélora is not responsible for delays or losses caused by incorrect or incomplete addresses. If a package is returned due to incorrect information, additional shipping charges may apply.
Delayed Deliveries
Customs inspections, seasonal demand, and carrier delays may occasionally extend delivery times. If your package appears delayed, please check your tracking link before contacting us.
Customs, Duties & Taxes
International orders may be subject to customs fees or import taxes. These charges are determined by your local customs authorities and are the buyer’s responsibility. Zélora is not responsible for additional fees incurred during import.
Lost or Missing Packages
If your package is lost in transit, we will investigate the issue with the carrier. Once confirmed, we can issue a replacement or refund in accordance with our Refunds & Returns Policy. Photo or video evidence may be required to support the claim.
Package Marked as Delivered but Not Received
If your tracking shows “delivered” but you have not received your parcel, please first check with neighbours or your local postal office. Zélora is not responsible for theft or loss after delivery confirmation.
If you need any additional information about your shipment or tracking details, feel free to contact us at info@officialzelora.com.
