Refund policy

 

At Zellous, 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:

Non-Returnable Items

Due to the delicate nature of certain materials, some products are not eligible for return or exchange.

The following items are final sale:

  • All latex garments

  • Items marked final sale

  • Items returned damaged, worn, altered, or without original packaging and tags

Latex is an extremely delicate material that can be permanently damaged through wear, stretching, oils, cosmetics, or improper handling. For this reason, all latex products are final sale and cannot be returned or exchanged.

Returnable Items

Items that are not classified as final sale may be eligible for return if 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 original condition — unworn, unused, and unaltered

  • All original packaging, tags, dust bags, and additional materials must be included

  • Items cannot have been used in photo shoots, social media posts, commercial use, or for personal gain

  • Shoes must be tried on indoors on a carpeted surface to avoid damage to the soles

  • The return must be shipped using the UPS return label provided by Zellous

  • Returns must be shipped within 14 days of return authorization

  • Returns must be shipped from the same country in which the item was purchased

Items returned with makeup, perfume, deodorant, oils, stains, or signs of wear will not be accepted.

If any of these conditions are not met, the return will be denied and the item will be shipped back to you without refund.

Zellous cannot be held responsible for lost, stolen, or damaged return shipments.

How to Return an Item

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

Once your request is approved, you will receive detailed instructions and a prepaid UPS return label.

Pack the item(s) in the original packaging and 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 inspection and processing. You will be notified by email once the return has been completed and the refund has been issued.

Return Limits

To promote responsible shopping, customers who return more than two times may no longer be eligible for complimentary return shipping on future orders. In such cases, return shipping and customs fees will be the customer’s responsibility.

Exchange Policy

Exchanges are possible within 14 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 irregular or suspicious return patterns, including frequent returns, items not matching the order, or evidence of use, Zellous reserves the right to refuse future returns or deactivate customer accounts.