At Zansilia, we are pleased to accept returns for all products purchased online, with the exception of the items outlined below.
We offer refunds and online store credits for online purchases. Regrettably, we are unable to facilitate exchanges for online purchases at this time.
Please ensure that you retain your invoice or proof of purchase when returning your order.

Returns will only be accepted if:

• You request a return within 30 days of receiving your order.
• The item is unused and in its original condition.
• The item is returned in its original packaging and unworn. We can only accept the return of gift sets if all original components and packaging are in pristine, unused condition.
• All items, including gift boxes, must be securely packaged when returned.

We do not accept returns of:

• Sale Items: Refunds or credit notes are not available for sale items that have been marked down unless the product is faulty, in which case we will provide a full refund (this excludes items purchased using a 10% welcome code or any discount/promo code).
• Earrings: For hygiene reasons, we are unable to accept returns on earrings unless the item is faulty, in which case a full refund will be issued.
• Engraved Items: All engraved items are considered final sale and are not eligible for return.
• Ear Seed Kits and Ear Seed Application Tool Kits
• Gift Cards and Vouchers
• Consumables

Please note: All returned items will be inspected and undergo a quality assurance check at our Head Office upon return. The decision to accept an item for refund will be at the discretion of Zansilia, based on the conditions outlined above. Shipping and gift wrapping costs are non-refundable for returns made due to a change of mind.

How to Lodge a Return

To initiate your return, please visit our Return Portal here.

1. Enter Your Order Details: Provide the necessary information regarding your order.
2. Select the Item(s) to Return: Check the boxes corresponding to the item(s) you wish to return and confirm the reason for each return.
3. Review Our Return Policy: Please read our Return Policy and confirm your agreement.
4. Choose Your Return Resolution: You may opt for store credit plus an additional 10% or a refund to your original payment method. Please note that any applicable return fee will be deducted from your original total.
5. Print Your Return Label: Print the label and attach it securely to your package. If you do not have access to a printer, your local Post Office will be able to scan your digital label and print it for you.
6. Drop Off Your Parcel: Take your parcel to your nearest Post Office.

Once your return has been received, inspected, and approved by our team, your refund or store credit will be processed. Please allow up to 5 business days for your refund to be reflected in your account once approved.

You will receive email updates at each stage of the process!

Please Note: Online purchases cannot be returned at our physical locations. All online returns must be lodged through the Return Portal. Kindly refrain from returning orders in person to our warehouse, as they will not be accepted.

If you have received an item online that you believe to be defective or impaired, please contact us immediately at contact@zansilia.com. Kindly include 2 to 3 clear images of the item, your order number, and a detailed description of the issue, and we will be in touch with the next steps.

Please review our Warranty Policy here to ensure your purchase is eligible for a warranty claim.

Warranty Claims

If your item is within the 6-month warranty period, you may submit a warranty claim through our Return Portal. Kindly review our Warranty Policy here to ensure your purchase is eligible for a warranty claim.

How to Make a Claim:

1. Lodge a Return: Access our Return Portal here.
2. Enter Your Order Details: Provide the necessary information regarding your order.
3. Select the Item(s): Choose the item(s) you wish to return and make a claim on by ticking the relevant boxes.
4. Specify the Reason: Select "Item is faulty (warranty claim)" from the return reason options. Please include up to 4 images of the item showing the fault, along with a detailed description of the issue.
5. Review Our Return Policy: Read our Return Policy and confirm your agreement.

Once your return has been submitted, it will be marked as a pending request. Our team will reach out to you via email with the next steps within 1-2 business days. If you do not hear from us within this timeframe, please check your spam/junk folder.