Frequently Asked Questions (FAQ)

Last updated: June 2025

This page covers the most common questions about ordering, shipping, returns, and more. If you need further help, you can reach us via email at hello@zerlia.co

Ordering

How do I place an order?
Browse our products, add items to your cart, and proceed to checkout. Enter your contact and shipping information, then choose a secure payment method. Once submitted, your order will be confirmed.

Can I change or cancel my order?
You can change or cancel your order within 24 hours, provided it has not yet been shipped. If the order has already been dispatched, you will need to return it after delivery. See our Returns & Refund Policy for details.

Delivery

Where do you deliver?
We currently deliver within the United Kingdom only. Orders are shipped by Royal Mail, UPS, or similar local delivery services.

What is your order cut-off time?
Orders placed before 3:00 PM (CET/CEST) Monday to Friday are processed the same business day. Orders placed after this time are processed the next business day.

How long does delivery take?

  • Handling time: 1 to 3 business days (Monday to Friday)

  • Transit time: 4 to 6 business days (Monday to Saturday)

  • Total estimated delivery time: 5 to 9 business days

Can I track my order?
Yes. When your order is shipped, you’ll receive a tracking link by email. You can also track your order via our Track Your Order page.

For more details, see our Shipping Policy.

Payment

Which payment methods do you accept?
We accept the following:

  • Visa, Mastercard, American Express

  • Apple Pay and Google Pay

Is my payment secure?
Yes. All transactions are processed using secure and encrypted platforms that meet industry standards.

Returns & Refunds

What is your return window?
You can return items within 14 days of receiving your order.

What condition must items be in?
Items must be new or lightly used.

Do you accept returns for change of mind?
Yes. You may return an item even if it is not faulty.

Do you offer exchanges?
Yes. If you want to exchange an item, contact us and we’ll assist you through the process.

Who pays for return shipping?
The customer is responsible for return shipping. We do not provide prepaid return labels.

Is there a restocking fee?
No. We do not charge any restocking fees.

How long do refunds take?
Refunds are processed within 10 days after we receive and inspect the returned item. Refunds are issued to the original payment method.

What currency are refunds made in?
All refunds are issued in Euro (€). Your bank may convert the amount to your local currency depending on your settings.

How do I start a return?
Email us at hello@zerlia.co with your order number and the reason for return. We’ll reply with instructions. Your reason for return does not affect whether it is accepted.

Contact

How can I reach customer support?
You can contact us at hello@zerlia.co We aim to respond within 1 business day.

If you need more help or can't find your answer here, don’t hesitate to get in touch. We're here to assist you.