Refund policy
Cancellations (before shipping)
You may cancel an order before it has shipped. Use your account order page or email us. You will receive a full refund, including shipping paid for that order (if any).
Once shipped, use the returns / withdrawal process below.
Right of withdrawal (EU & UK) — 14 days
If you are a consumer in the EU (including Germany, France, Poland) or the United Kingdom, you may withdraw within 14 days without giving a reason.
- The period usually starts the day after you receive the goods.
- Notify us before the deadline via your account return/cancel options or email (see Contact).
We refund in line with applicable law after we receive the goods back or you provide proof of return.
Brand returns policy — 30 days
In addition to your legal rights, Ziilay offers 30 days from delivery to return unused items for a refund, subject to the conditions below. This does not limit your statutory 14-day rights.
Conditions
- Unworn, unwashed, original condition
- Tags attached where applicable
- Original packaging where reasonably possible
We may refuse returns with clear wear, washing, or damage beyond trying on (as permitted by law).
Who pays return shipping?
| Reason | Return shipping |
|---|---|
| Change of mind / withdrawal / size | Customer (unless mandatory law says otherwise) |
| Defective / wrong item | Ziilay |
How to return or cancel
- Account → Orders
- Cancel (if not shipped) or request return / withdrawal
- Or email info@ziilay.com with your order number
- Ship only to the address we provide after authorization
- Refund to the original payment method after inspection
Refund timing
Processed after we receive and inspect the return. Card/bank timing depends on your provider.
Shipping destinations
Germany, France, Poland, and the United Kingdom only.
Contact
Ziilay (operated by Guangzhou Zilai Trading)
Email: info@ziilay.com
Return address: provided after you submit a return request (EU fulfillment / Amazon MCF instructions). Do not ship without a return authorization.