Shipping policy
Carbon-Neutral Shipping: Orders shipped with Canada Post are sent with carbon-neutral shipping.
Shipping Locations: We currently ship directly from our website to Canada, United States, Australia, Christmas Island, New Zealand, South Africa, and the UK.
We are working to add more countries. If you live outside of these locations, you can look into using a reshipping company.
We have no control over the order once shipped from our location, so be sure to check the reviews of reshipping companies. Typically, you can make a free account with them and they will provide you with a US or Canadian address where they will receive your packages and then ship them to you. The shipping from them to you will depend on their rates, which are usually available on their website. When ordering, make sure that your billing address matches the one your credit card company has, not the reshipper's address, otherwise your order may get flagged as a fraud risk. We are not responsible for damaged, missing items or loss that occurs to goods delivered to a forwarding company/reshipper. Zakiella is not required to provide a replacement or refund for any goods delivered to a forwarding company. If you choose to use a forwarding company, we recommend requesting the forwarder refuse any packages that arrive damaged. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder.
Free Shipping: When we offer free shipping (not always available, gift cards on their own will be sent electronically, but orders of products + gift cards must reach the threshold value without including the gift card value. If free shipping is selected for an order that does not qualify, we reserve the right to cancel the order, request payment for the shipping, or reduce the value of the gift card by the shipping fee. We will contact you for your preference, but if we do not hear back within 3 days, we will make a decision ourselves.
Shipping Method: Orders are generally shipped through Canada Post (which will be delivered through your country's postal service, for example USPS in the US), or Purolator. We reserve the right to ship all orders with a different company than selected during checkout as long as it still gives you the same features or better than the original shipping method. Please note that you will receive your tracking number once we have purchased the shipping label, but the actual package may not yet be received at the post office as we still need to package your order. If you are within Canada and order only Lip Radiances, the package may be sent with lettermail without tracking if you chose free shipping. Once the package is received by the post office, the tracking information will be updated. For some locations, such as Christmas Island and South Africa, Canada Post does not offer a tracked shipping method. If you need a tracking number for those countries, you can choose UPS as a shipping method. If you decide not to select the tracked shipping option, we will not be able to help resolve any potential shipping issues, including lost packages, as we will not be able to track it once sent. All other locations will receive a tracking number regardless of the shipping method selected.
Processing Time: Orders are regularly shipped within 2-6 business days. During product launches, sales, or holiday periods, the processing time may be longer. Pre-orders will start shipping by the announced date, please allow a few days afterwards for all orders to ship. Please note that the shipping time shown during checkout is how long the postal service estimates it will take for you to receive it once shipped. The total time to receive your package is the processing time + shipping time.
Transit Time: The transit time depends on your location and the postal service, but typically the orders are delivered approximately 1-2 weeks after shipping.
Order Modifications or Cancellations: Orders cannot be cancelled or modified once placed through our website. If you forgot to add a product, you can place a second order right away and put a note requesting that it be shipped with your previous order (include the order number). Please also include if you want it shipped separately if your previous order was already shipped, or if you want us to cancel it in that case. If we can ship both orders together, we will refund you the extra shipping fees charged (minus 10% due to website and credit card processing fees). If you notice any other mistake, you can email us right away at customerservice@zakiella.com with your name and order number and put "Urgent - Order #" in the subject line. If we see the email before shipping we will update your order. If the order has been shipped before reading your email, we will not be able to make any changes.