Returns & Cancellations
EU / UK right of withdrawal and Ziilay returns 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
Alongside 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 ziilay308@outlook.com with your order number
- Ship only to the address we provide after authorization
- Refund to the original payment method after inspection
Refund timing
We process the refund after we receive and inspect the return. The time it takes to appear depends on your card or bank provider.
Shipping destinations
Germany, France, Poland, and the United Kingdom only.
Contact
Ziilay (operated by Guangzhou Zilai Trading)
Email: ziilay308@outlook.com
Return address: provided after you submit a return request (EU fulfillment / Amazon MCF instructions). Do not ship without a return authorization.