Shipping & Delivery Policy

We aim to serve customers All Over the World. International shipping availability depends on the destination country, courier service, and applicable shipping regulations.

If your location is not available during checkout, please contact our customer support team before placing your order.

Orders are processed after successful payment confirmation.

• Ready-to-ship products: Usually dispatched within 1–3 business days.
• Made-to-order or customized jewelry: Processing time may vary depending on the design and production requirements. Any applicable additional time will be communicated to you.
• Weekends and public holidays: Orders may take additional time to process.

Delivery times depend on the destination, shipping method, customs clearance, and local courier operations.

Indicative estimates (not guaranteed delivery dates):

Remote locations, customs inspections, public holidays, weather conditions, and courier disruptions may extend delivery times. Your available shipping options and estimated delivery date will be displayed at checkout or communicated by our team.

Shipping charges, if applicable, are calculated according to the delivery destination, shipping method, and order details.

Any free-shipping offer or promotional shipping benefit will be applied according to the terms displayed on our website at the time of purchase.

The final shipping charge will be shown at checkout before you complete your order.

Once your order has been dispatched, we will share the available tracking details with you by email or through other contact details provided at checkout.

You can use the tracking number on the relevant courier's website to follow your shipment.

Please allow some time for tracking information to become active after dispatch.

If your tracking information has not updated for several business days, please contact us with your order number so that we can assist you.

International orders may be subject to customs duties, import taxes, VAT, GST, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.

Customs authorities may inspect shipments or request additional information before releasing an order. Such procedures may cause delivery delays beyond our control.

We recommend checking your country's applicable import regulations before placing an international order.

Please ensure that your shipping address, recipient name, postal code, email address, and phone number are accurate and complete when placing your order.

If you need to correct your address, contact us as soon as possible. Address changes can only be requested before dispatch and cannot be guaranteed.

Once an order has been handed over to the courier, changes to the delivery address may not be possible.

ZELQA cannot guarantee delivery when incorrect or incomplete information has been provided at checkout.

We make reasonable efforts to ensure that orders are dispatched and delivered within the estimated timeframes. However, delays may occur due to customs clearance, courier operations, severe weather, public holidays, or other unforeseen circumstances.

If your order appears delayed or has not arrived within the estimated delivery window, please contact us. We will work with the shipping provider to investigate the issue.

If a shipment is confirmed lost, we will review the circumstances and applicable shipping arrangements to determine the appropriate resolution in accordance with our policies and applicable law.

We carefully prepare orders for shipment. If your package arrives visibly damaged, tampered with, or contains an incorrect item, please contact us as soon as possible.

Please retain the original packaging until the matter has been reviewed. We will assess the information and advise you on the next steps under our applicable return and replacement policy.

Please ensure that someone is available to receive the shipment when required by the courier.

If delivery fails because the recipient is unavailable, the address is incorrect, or the shipment is refused, the courier may attempt redelivery or return the package to us.

Additional shipping charges may apply to reshipments where permitted and communicated to the customer.

Any refund for an undelivered or returned order will be handled in accordance with our Refund & Return Policy and applicable law.

If you wish to cancel an order, please contact us as soon as possible after placing it.

Cancellation requests may be accepted only before the order has entered a stage where cancellation is no longer possible, such as dispatch or production of a customized item. Any refund will be processed in accordance with our cancellation and refund terms and applicable law.