Returns & Refunds

If you have an issue with an order from Zelomari, this page explains what to do and what information to have ready. Our support team reviews each case individually, so the outcome depends on the specific situation described below.

Wrong Item Received

If the product delivered does not match what you ordered, contact us at cryer@zelomari.shop with your order number and a photo of the item you received. We aim to process your case within 1–3 business days of receiving your message. We will confirm the next steps for return or replacement after review.

Changed Your Mind

Our specific return window and eligibility conditions for change-of-mind returns are not yet published on this page. Please contact us at cryer@zelomari.shop with your order number to ask whether your item qualifies for return and what conditions apply.

Package Lost in Transit

Standard delivery to the United States and Europe takes 7–12 business days after processing. If your tracking shows no movement or delivery beyond this window, email us at cryer@zelomari.shop with your order number and tracking reference. We will investigate with the carrier and inform you of the outcome. A refund or reshipment is not issued automatically upon reporting; we confirm the resolution after the carrier investigation.

Item Damaged on Arrival

If your product arrived damaged, photograph the packaging and the item before discarding any materials. Send your order number and photos to cryer@zelomari.shop. We review damage claims within 1–3 business days and will advise whether a replacement, repair, or refund is appropriate after assessment.

Exchanges (Size, Colour, Style)

We do not currently publish a direct exchange programme on this page. If you need a different size, colour, or option, contact us at cryer@zelomari.shop with your order number and the desired option. We will confirm availability and available options after review.

How to Start a Request

For all scenarios above, send an email to cryer@zelomari.shop including:

Your order number
A clear description of the issue
Photos of the item or packaging (for damage or wrong-item cases)
Tracking reference (for lost-package cases)

After Your Request Is Reviewed

Once we assess your case, we will notify you of the decision and any next steps. Refund timing and method depend on the resolution agreed during review. We do not issue refunds before completing our assessment.