Frequently Asked Questions

1. How long will it take to receive my order?

Orders are generally processed within 1–2 business days after payment confirmation. Once dispatched, the estimated delivery times are:

European Union & Switzerland: 8–10 business days
United Kingdom: 6–10 business days
South Africa: 8–12 business days

Delivery times are estimates and may vary due to customs procedures, courier delays, public holidays, severe weather, or busy seasonal periods.

2. Do you offer free shipping?

Yes. We provide free shipping on orders over €30. Shipping charges for orders below €30 are calculated and displayed during checkout before payment.

3. How can I track my package?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and tracking link.

If you have not received tracking information after your order has been dispatched, please contact us at contact@zuruela.com.

4. Which payment methods do you accept?

Depending on your location and the options displayed during checkout, we may accept the following secure payment methods:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Shop Pay

Payment transactions are securely processed through trusted third-party payment providers. Zuruela does not store your complete payment card details.

5. Can I modify or cancel my order?

If your order has not yet been fulfilled, you may submit a cancellation request through your customer account or order details page, where the option is available.

You may also contact us immediately at contact@zuruela.com. We will make every reasonable effort to assist, but cancellation cannot be guaranteed once processing has begun.

Orders that have already been dispatched generally cannot be cancelled, but they may still qualify for withdrawal or return under our Return & Refund Policy.

6. What is your return policy?

We offer a 60-day satisfaction guarantee on eligible purchases. You may request a return within 60 days of delivery, provided the product meets the conditions stated in our Return & Refund Policy.

This commercial guarantee is provided in addition to any statutory consumer rights that may apply.

7. How do I request a return?

You may request a return through your customer account or order details page where self-serve returns are available.

You may also email contact@zuruela.com and include:

Your full name
Your order number
The item or items you wish to return
A brief explanation of the reason for the return

Our support team will provide the return address and return instructions. Please do not send products to our business address unless we have specifically instructed you to do so.

8. What is the EU right of withdrawal?

If you are a consumer located in the European Union, you may have a statutory right to withdraw from your purchase within 14 days without providing a reason, subject to applicable legal exceptions.

The withdrawal period generally begins on the day you, or a third party appointed by you other than the carrier, receives the goods. If an order is delivered in separate shipments, the period generally begins when the last item is received.

9. How do I withdraw from my purchase?

You may exercise your withdrawal right electronically through the withdrawal option available within your customer account or order details page.

Depending on Shopify's language and account interface, the option may appear as “Withdraw from Contract”, “Return items”, or a similar withdrawal action.

You may also send a clear withdrawal statement to contact@zuruela.com containing your name, order number, email address, and the products covered by the withdrawal.

After an electronic withdrawal request is submitted, you should receive an acknowledgement confirming receipt of the request.

10. What happens after I submit a withdrawal or return request?

You will receive return instructions explaining where and how to return the products.

Once the returned products have been received and inspected, we will notify you about the status of your refund. Approved refunds are issued to the original payment method in accordance with our Return & Refund Policy and applicable law.

11. What if I receive a damaged, defective, or incorrect item?

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery whenever possible.

Please provide your order number, a description of the issue, and clear photographs or videos. Depending on the circumstances, we may offer:

A replacement
Store credit
A partial refund
A full refund

The suggested seven-day notification period does not limit your statutory rights regarding faulty or non-conforming goods.

12. Do you offer size or product exchanges?

We do not currently provide direct exchanges.

If you need a different size, colour, style, or product, please return the original eligible item for a refund and place a new order.

13. Are any products non-returnable?

Certain products may be excluded from return where permitted by applicable law, including:

Personalised or custom-made products
Sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been removed
Products that have been worn, washed, altered, damaged, or used beyond what is reasonably necessary to inspect them
Products clearly marked as final sale, where legally permitted

Women’s sleepwear is not automatically non-returnable solely because it is sleepwear. Any specific restriction will be clearly stated on the relevant product page and applied only where permitted by law.

14. Is Zuruela sleepwear covered by a warranty?

Yes. Eligible Zuruela products include a 30-day quality assurance warranty covering manufacturing defects that were present at delivery.

This may include issues involving stitching, seams, fabric, straps, buttons, lace, elastic sections, fasteners, or decorative details.

The warranty does not limit any statutory rights you may have regarding faulty or non-conforming products.

15. Where do you deliver?

We currently deliver throughout many European countries and selected international destinations, including Switzerland, the United Kingdom, and South Africa.

Available delivery destinations are displayed during checkout. If your country is unavailable, please contact us before placing an order.

16. What should I do if my refund is delayed?

After Zuruela processes your refund, your bank or payment provider may require additional time to credit the funds to your account.

If you have not received your refund after the stated processing period, please check with your bank or payment provider first and then contact us at contact@zuruela.com.