Returns

At Zael, we strive to provide the highest level of customer satisfaction. If for any reason you are not completely satisfied with your luxury footwear purchase, we offer a 14-day return policy. Please read the following guidelines and instructions to ensure a smooth return process:

1. Eligibility:

   • Only products purchased directly from Zael online store are eligible for return.
   • The item must be in its original condition, unworn, and undamaged, with all original tags, labels, and packaging intact.
   • Customized or personalized footwear cannot be returned unless there is a manufacturing defect.
     
     

2. Return Procedure:

   • Create or log in to your customer account here Register/Log In
   • Enter your order number within 14 days from the date of delivery to initiate the return process.
   • Provide your order details, including order number, name, contact information, and reason for the return.
   • Our customer support team will provide you with a return authorization number (RAN) and guide you on the return shipping process.
     
     

3. Return Shipping:

   • You are responsible for arranging and paying for the return shipping of the product.
   • We recommend using a trackable and insured shipping method to ensure the safe return of the item.
   • The returned item must be adequately packaged to prevent any damage during transit.
     
     

4. Inspection and Refunds:

   • Upon receiving the returned item, our quality control team will inspect it to ensure it meets the return policy requirements.
   • If the item passes inspection, we will process a refund to the original payment method used for the purchase.
   • Please allow up to 10 business days for the refund to be processed and reflected in your account.
     
     

5. Refund Exclusions:

   • Shipping charges, including any expedited or international shipping fees, are non-refundable.
   • If the returned item does not meet the return policy requirements, it will be returned to you at your expense, and no refund will be issued.
     
     

6. Exchange:

   We do not offer exchanges at this time. Please request a return and create a new order with the correct item.

7. Damaged or Defective Items:

   • If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery.
   • We may request photos or additional information to assess the issue.
   • In such cases, we will arrange for a return or exchange, including covering the return shipping costs.

Note: Our 14-day return policy is subject to change without prior notice. Please refer to our website or contact our customer support team for the most up-to-date return policy information.

We value your satisfaction and will do our best to address any concerns or inquiries you may have regarding our return policy. Feel free to reach out to our customer support team at hello@zael.co for further assistance.

Thank you for choosing Zael. We appreciate your business!