Refund policy
Due to the personal nature of cosmetics, we cannot accept returns or exchanges. Orders also cannot be cancelled or modified once placed through our website. If you notice a mistake right away, you can email us at customerservice@zakiella.com and if we see the email before shipping your order we will do our best to update your order. If the order has been shipped before reading your email, we will not be able to make any changes.
For customers in Québec, Canada the law on consumer protection applies.
Damages and issues
Please inspect your order upon reception and contact us immediately with pictures and your order number if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
If you choose to use a forwarding company, we recommend requesting the forwarder refuse any packages that arrive damaged. We are not responsible for damaged, missing items or loss that occurs to goods delivered to a forwarding company. Zakiella is not required to provide a replacement or refund for any goods delivered to a forwarding company/reshipper. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Undelivered Package:
If your order is not delivered due to an error on your part (for example you gave an incorrect address), if we are sent back your package, once we receive it and confirm that it is in re-sellable condition, you can request a refund. The shipping fees (both the original and those to get the package returned to us) and a 15% restocking fee (to cover the order processing fees and labour) will not be refunded. If the package isn't returned to us or isn't in re-sellable condition, we will not issue a refund.
Returns - Purchased Online
In the cases that returns are accepted, you can ship back at your cost your items to Zakiella, 450 Chemin Jean-Guerin O, St-Henri-de-Levis, Quebec, G0R 3E0, Canada. We highly recommend a tracked shipping method as if your package is not tracked and it gets lost, we cannot confirm that it was shipped. Please email us the tracking number. Items that are part of a bundle or orders that have a discount based on order value must be returned together, or the value of the discount (such as coupons, free shipping, bonus gifts, etc.) must be paid before the return is processed. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us. Shipping fees, taxes, and duty fees will not be refunded. There is also a 10% fee that will not be refunded due to payment processing fees we are charged. For orders that received free shipping as a bonus based on order size, if the returned item makes the value of your products below the free shipping threshold, the cost of the shipping will be removed from the refund amount you receive. Any items returned to us without our prior authorization will be disposed of and not eligible for a refund.
Returns - Purchased in Person
If you've purchase our products in person directly through us (for example at a fair, market, or pop-up), they can be returned the same way as those purchased online, with a receipt.
If you've purchased our products at another retailer, any returns, refunds, or exchanges must be handled through them.