Return and refund policy


Last updated: December 05, 2025
Applies To: Orders placed on Ziili.shop (USA only)

Before returning any item, you must contact our customer support team for authorization.
Unauthorized returns will not be accepted or processed.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Return requests must be submitted within 30 days of receiving your order.
  • Items must be unused, unworn, unwashed, and in their original packaging with all tags attached.
  • Proof of purchase (order number or receipt) is required.
  • Certain items may not be eligible for return, including:
    • Personal care items
    • Customized or personalized products
    • Clearance or final-sale items

To request approval, contact our support team:
📧 support@ziili.shop

Return Shipping Address:

Ziili
515 South Figueroa Street, Suite 1400
Los Angeles, CA 90071
United States

2. Return Shipping

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

  • Use a trackable shipping method when returning your item.
  • Ziili is not responsible for lost or undelivered return shipments.

3. Return Shipping Cost

  • Customers pay the return shipping cost for standard returns.
  • For damaged, defective, or incorrect items, Ziili covers 100% of the return cost.

4. Return Shipping Time

Return transit time typically takes 5–12 business days, depending on the carrier and your location.

5. Damaged or Incorrect Items

Inspect your package immediately upon delivery.

If your item arrives damaged, defective, or incorrect, report the issue within 30 days by emailing:
📧 support@ziili.shop

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged or incorrect item

Once verified, we will issue a full refund or send a replacement at no extra cost.

6. Refunds

After receiving and inspecting your return:

  • We will notify you via email of approval or rejection.
  • If approved, your refund will be issued to your original payment method within 10 business days.
  • Your bank or credit card provider may require additional processing time.

If 15 business days have passed since your refund was approved and you haven’t received it, please contact us.

7. Refund Process Summary

  • Wait for return arrival & inspection
  • Receive approval notification
  • If approved, you’ll be automatically refunded on your original payment method within 10 business days
  • you have 30 days after receiving your item to request a return.
  • Shipping fees are non-refundable

8. Exchanges

We offer exchanges only for defective, damaged, or incorrect items.
For size or style changes, please place a new order.

9. Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Digital products
  • Final sale or clearance items
  • Used or worn items
  • Items without original tags or packaging
  • Items damaged by the customer

10. Need Help?

For any return or refund questions, contact our support team anytime:

📧 Email: support@ziili.shop
📞 Phone: +1 (225) 258-1270

Business Address:
Ziili
515 South Figueroa Street, Suite 1400
Los Angeles, CA 90071
United States