Return Policy

Our return policy 

By placing an order with us, it means you accept Zeeellé’s terms and conditions. Below you will find some useful information about our return policy.

If your order is being delivered to an address outside of the UK

When placing an order for international delivery (outside of the UK), please be aware that from the moment goods are dispatched, you assume the role of the importer and are responsible for adhering to any customs or import laws and restrictions. Therefore, you will be liable for paying any local taxes or duties on the imported goods.

If the order you receive is faulty

We take the quality of our products extremely seriously and do everything we can to ensure all orders arrive in perfect condition. In the unlikely event that the goods you receive are faulty or damaged, we are happy to exchange the item or provide a refund.

To be eligible for a return for refund or exchange, you must contact our customer services team on cs@zeeelle.com within 7 days of receiving the order and supply a photo detailing the issue.

When returning the product to us, please ensure that it is in its original condition and has not been worn, cut or altered in any way. If you think your order is faulty, be extra careful when first trying it on and do not cut the lace until you are sure you are satisfied with its condition.

Once we’ve received your return, our team of professionals will inspect the item before authorising the refund or exchange. Refunds will be issued to the payment method used for the original order and it may take up to 14 business days to process the funds. 

Please note, we will not issue a refund or exchange in cases where products have been worn, altered or tampered with in any way, including items that have been trimmed, coloured or bleached. Any items which do not meet our return policy will be rejected and returned to the customer.

Products not eligible for return

There are a few instances where our products are not eligible for return. By confirming your order with us, you are agreeing to these terms;

If you’ve placed a custom order, it will not be eligible for exchange or refund. Please check the product description as this indicates if an item is eligible for a refund or an exchange.

For custom made items, please ensure you select the appropriate cap size as we will not refund and exchange due to your selection of a wrong cap size.

Any items purchased for a discounted rate in our sale are not eligible for exchange or refund.

Any products with pre-cut lace are also not eligible for exchange or refund.

For custom made items only, we cannot offer a refund or exchange if you have simply changed your mind. Please take care to ensure all details are correct before placing an order. All other items are eligible for a return or exchange. Check out our handy guide to measuring your cap size and if in doubt, reach out to our team of professionals on cs@zeeelle.com

If after reading this page you have further questions about our return policy, please contact cs@zeeelle.com

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