Refund policy

Returns & Exchanges Policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us with our contact form. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question with our contact form. 

  • Your Order Number

  • A brief description of the item(s) you wish to return

  • The reason for the return

Our team will respond within 1-3 business days with an RA Number for your return. Please note that the cost of return shipping is the customer’s responsibility, and we strongly recommend using a tracked shipping service. Zelani is not liable for lost or damaged return shipments.

Faulty Items If you receive a faulty item, please notify us within 48 hours of receiving the item. Include clear photographs of the damage, and we will respond within 1-2 business days to resolve the issue. Please note, items that have been worn or used are not eligible for return under our faulty goods policy.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Returns & Exchanges Policy

At Zelani, we are committed to ensuring you are completely satisfied with your purchase. If for any reason you wish to return your order, we offer store credit, which is valid for two years from the date of issuance.

(Please note: orders from our online warehouse section are not eligible for returns.)

Sale Items Please be aware that all items purchased from our sale section or marked as Final Sale cannot be returned, exchanged, or refunded. These items are considered final and are excluded from our return policy.

Timeframes for Initiating a Return

  • Domestic Orders Australia: Return requests must be made within 7 days from the date you receive your order.

  • International Orders: Return requests must be made within 15 days from the date of receipt.

Once we receive your returned item, please allow 3-5 business days for processing your exchange or store credit.

Conditions for Returns To ensure we can process your return, items must be returned in unworn, unwashed, and unaltered condition, with original tags attached. We cannot accept returns for items that have any stains, makeup marks, or signs of perfume or body odor.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us via the contact form.