Return & Refund Policy
Return & Refund Policy
We want every ZELQUE customer to shop with confidence. This policy explains how we handle returns, replacements and refunds for handcrafted products.
Quick Policy Overview
Everything you need to know about our return and refund process, summarised clearly.
7-Day Claim Period
Claims are accepted within 7 days of confirmed delivery only.
Photo Evidence Required
Report damaged items with clear photo or video evidence within the claim window.
Incorrect Item Delivered
If a different item is delivered, contact us and we will review and resolve it promptly.
Replacement When Available
A replacement may be offered in lieu of a refund where stock is available.
Worldwide Coverage
All international customers receive the same level of support and claim process.
7 to 14 Business Days
Approved refunds are processed within 7 to 14 business days to your original payment method.
Detailed Policy Information
Expand each section to read the full details of our return and refund policy.
Return Eligibility
We accept return and refund claims within 7 days of confirmed delivery. To be eligible, the issue must fall under one of our approved categories: damaged product, defective item, wrong product received, or a shipment confirmed lost by the carrier.
Claims submitted after the 7-day window will not be accepted under any circumstances. We encourage customers to inspect their orders promptly upon receipt.
Damaged Items
If your order arrives damaged, please do not discard the packaging. Contact us at hello@zelque.com within 7 days of delivery with the following:
- Your order number
- Clear photographs or a short video of the damaged item and packaging
- A brief description of the damage
Our team will assess the claim and respond within 2 to 5 business days with a resolution.
Incorrect Product Received
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery. Provide your order number and photos of the item received. We will arrange a replacement or refund once the claim is verified.
Lost Shipments
If your tracking shows no movement for an extended period or the carrier has confirmed the shipment as lost, please reach out to us. We will investigate with the carrier and, upon confirmation of loss, arrange a replacement or refund as appropriate.
Please note that delays caused by customs clearance or local postal services do not qualify as lost shipments.
Replacement Requests
Where stock is available, we may offer a replacement item instead of a refund. Our team will advise you on availability during the claim review process. Replacement requests are subject to the same eligibility criteria as refund claims.
Refund Processing
Once a claim is approved, refunds are issued to your original payment method within 7 to 14 business days. Processing times may vary depending on your bank or payment provider.
You will receive an email confirmation once the refund has been initiated from our end.
International Orders
Customers from the USA, Canada, UAE, Europe, and all other regions are covered under the same return and refund policy. All claims are handled centrally by our support team regardless of your location.
Please note that customs duties, import taxes, and carrier delays are outside our control and do not qualify as grounds for a refund.
Contacting Support
To initiate a claim, email us at hello@zelque.com with your order number, a description of the issue, and supporting photo or video evidence. Our team responds within 24 to 48 business hours, Monday through Saturday.
When Refunds May Be Approved
- Damaged product received
- Wrong item delivered
- Shipment confirmed lost by carrier
- Major manufacturing defect
When Refunds May Not Be Approved
- Change of mind
- Normal handmade variations
- Minor color or texture differences
- Customer misuse or damage
- Incorrect shipping address provided
- Customs or import-related delays
A Note on Handcrafted Products
Every ZELQUE product is made by hand by skilled artisans. As a result, each piece is unique and may naturally vary in color, wood grain, texture, surface finish, and minor dimensions. These variations are an inherent and celebrated characteristic of genuine handcrafted artistry and are not considered defects. We encourage customers to appreciate these qualities as part of the authenticity of each piece.
Need Help?
Our support team is here to assist you with any questions or concerns about your order.
This policy was last updated in June 2026. ZELQUE reserves the right to amend this policy at any time without prior notice. All support decisions are final.