Refund policy

 

At ZELLOUS, LLC, we are committed to your satisfaction. If your purchase does not meet your expectations, you may return it within 14 days from the date of delivery, provided the following conditions are met:

Return Conditions

  • The merchandise was purchased directly from ZELLOUSNY.COM.
  • Your return request is submitted within 14 days of delivery.
  • Items must be in their original condition—unworn, unused, and unaltered—with all packaging, tags, and additional materials (e.g., shoe bags) included.
  • Items cannot have been used in photo shoots, social media posts, commercially, or for personal gain.
  • The return must be shipped in its original packaging with the UPS return label provided by ZELLOUS.
  • Returns must be shipped within 14 days of return authorization from the same country in which the item was purchased.

If any of these conditions are not met, the return will be denied, and the item(s) will be sent back to you without a refund. ZELLOUS cannot be held responsible for lost, stolen, or damaged return shipments.

How to Return an Item

  1. Within 14 days of delivery, request your return by completing the form on our Return Page or emailing contact@zellousny.com with:
    • Your order number
    • The item(s) you wish to return (code, color, size)
    • The reason for the return
  2. Once your request is approved, you will receive detailed instructions and a prepaid UPS return label.
  3. Pack the item(s) in the original packaging.
  4. Arrange a UPS pick-up or drop off the package at the nearest UPS location.

International Returns

For orders outside the United States, customers are responsible for return shipping and any associated customs fees.

Processing Time

Once your package reaches our warehouse, please allow 5 to 14 business days for processing. You will be notified by email once the return is complete and the refund has been issued.

Return Limits

To promote responsible shopping, customers who return more than two times (same or different items) will not be eligible for a third return covered by ZELLOUS. In such cases, return shipping and customs fees will be the customer’s responsibility.


Exchange Policy

Exchanges are possible within 30 days of receiving your order, provided the item is in its original condition—unworn, unused, unaltered, and with all packaging and tags intact. To request an exchange, contact us at contact@zellousny.com.

Once the exchange is approved, return the original item using the provided instructions. Upon receiving your return, we will process the exchange and ship your new item.


Refunds

Refunds will be issued to the original payment method used at the time of purchase. For security reasons, refunds cannot be issued to a different payment method or card.

Refund Timing

  • Credit cards: 2–7 business days (depending on your bank)
  • PayPal: Within 48 hours

You will be notified by email once your refund has been issued.

If items are incomplete, damaged, altered, stained, or otherwise suggest they have been worn or used, they will not be refunded. These items can be returned to you in their current state upon request.

Responsibility for Returns

Returned items are your responsibility until they reach us. Please ensure items are securely packaged and obtain proof of return (e.g., receipt) in case further inquiries are needed.

Suspicious Return Patterns

If we identify suspicious patterns of returns—such as frequent returns, items not matching the order, or evidence of use—we reserve the right to deactivate your account.