Returns and Refunds
RETURNS, REFUNDS & CANCELLATIONS
At ZÁBELA, each product is made to order, and some products — including our UNLOCKED collection — are personalised specifically for you.
Because of the made-to-order nature of our products, we generally do not accept returns or exchanges for change of mind, incorrect size selection or buyer's remorse, except where required by applicable consumer law.
Please check product descriptions, sizing information and personalisation details carefully before placing your order.
ORDER CANCELLATIONS & CHANGES
If you need to change or cancel your order, please contact us as soon as possible.
We will do our best to accommodate your request if production has not yet started.
Once your order has entered production, we cannot guarantee that changes or cancellations will be possible.
Please note that personalised UNLOCKED orders cannot normally be changed once production has begun, so please carefully check your number and personalisation before completing your purchase.
PERSONALISED PRODUCTS
Products personalised specifically for you cannot normally be returned or exchanged because of a change of mind, incorrect personalisation entered by the customer or incorrect size selection.
This includes personalised products from our UNLOCKED collection.
If we make an error in your personalisation, or your product arrives defective, damaged or incorrectly produced, please contact us and we will make it right.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective, misprinted or you receive an incorrect item, please contact us as soon as possible.
Please include:
- Your order number
- A description of the problem
- Clear photographs showing the issue
We will review your claim and, where appropriate, arrange a replacement or refund.
You should not return a damaged or defective product unless we specifically ask you to do so.
WRONG SIZE OR CHANGE OF MIND
Because our products are made individually for each order, we generally cannot offer refunds or exchanges if you order the wrong size or simply change your mind, except where required by applicable consumer law.
Please check the sizing guide provided on the product page before ordering.
If you have a sizing issue, please contact us. Although we cannot guarantee a replacement or refund, we will always try to find a reasonable solution where possible.
REFUNDS
When a refund is approved, it will be issued to your original payment method.
Please allow additional processing time for your bank, credit card provider or payment service to process the refund.
Shipping charges may not be refundable unless the refund relates to a faulty, damaged, incorrect or otherwise legally eligible order.
YOUR CONSUMER RIGHTS
Nothing in this policy is intended to exclude or limit any rights you may have under applicable consumer protection laws.
If your product is faulty, damaged, incorrectly supplied or otherwise does not meet applicable consumer guarantees, you may be entitled to a remedy regardless of the other terms in this policy.
NEED HELP?
If there is a problem with your order, please contact us through our Contact page.
We want every ZÁBELA customer to have a positive experience and will always do our best to resolve genuine problems fairly.