Frequently asked questions
Can my order be sent internationally?
Of course! Zellie loves to travel and we welcome customers from all over the world.
Everything is sent from our studio in Buckinghamshire, UK, so you may need to pay local import duty when it arrives.
How do I know when my order has been dispatched?
Once your items have been dispatched, you will receive an email to the email address you used to place the order.
Do I need to pay to return my item?
We regret that we can’t offer free returns for items purchased
We are not responsible for items that are lost in the post, so we recommend you use a postal service that insures the value of the package.
Help! I’ve lost my online receipt
Don’t worry. We have records of each order made online. Simply include your name, the postal address that we dispatched the order to and order number (if you have this).
Have you received my returned goods?
By sending your returns via special delivery, you will be able to track it and find out when it arrives at Zellie. We will notify you as soon as the return has been processed.
Can I return unwanted items that were bought using a e-voucher or gift card?
Of course, just follow our normal returns procedure and let us know that the item was purchased with a gift card or voucher.
What if I have received the wrong items in my order?
Our orders are all packed by hand and sometimes we do make mistakes. Please contact our customer services manager, Jessie Green by email at firstname.lastname@example.org.
She will get back to you within 24 hours (Monday to Friday).
What if my item is faulty?
We pride ourselves in making beautiful products that are built to last. Inform us immediately in the unlikely event your product arrives broken or faulty. Please contact our customer services manager, Jessie Green by email at email@example.com and explain the fault. She will get back to you within 24 hours (Monday-Friday).
How do I return faulty goods?
As soon as you have informed us by email/telephone about the fault, post the item back to us. You must return it by recorded mail/special delivery so that you can track it and ensure it reaches us safely. The address for returns is:
Returns, Zellie Ltd, Unit 4b, Pineham Farm, Haversham, Milton Keynes, MK19 7DP
Returns postage will be refunded to you if a genuine fault has been identified and the bag/item was not overfilled, subjected to unreasonable wear and tear or damaged on purpose.
Our bags have been rigorously tested through Satra UK and have been certified to carry a specific weight, as noted on the tag and product description.
Please note that if your item is more than 6 months old, it is no longer covered by our Faulty Goods Policy. This is in line with Trading Standards guidelines which stipulate that any fault in garments that are more than 6 months old (from date of purchase) is considered to be wear and tear rather than a fault with the item.