What matters at checkout: The following information applies to purchases made through zelveo.store.
Your return window
As a general rule, Contact us within 30 calendar days of receiving the relevant item to request a return. We will provide instructions and, when required, a return authorization. Please do not send a parcel to an address found elsewhere online; wait for the instructions provided for your order. Where local law gives you stronger rights, those rights remain in place.
Condition of items
When preparing an order, For change-of-mind returns, clothing and accessories should be unused, unworn beyond reasonable fitting, unwashed and in resalable condition, with tags and original components where reasonably possible. A child may try on an item carefully to assess fit; substantial wear or damage can affect eligibility, subject to applicable law. Contacting us early gives us more time to look into a problem.
Items with special restrictions
For active families, For hygiene or safety, some products such as opened personal-care goods or certain intimate items may have special return limits where lawful. Any product-specific restriction should be stated before purchase. Faulty, misdescribed or otherwise nonconforming goods remain covered by mandatory consumer remedies. The details shown for a particular product take precedence over general styling suggestions.
Starting a request
To make the process clear, Email support with the order number, item name, reason for return and photographs if the item is damaged or incorrect. We will review the request and explain the next steps, return destination if applicable, and any shipping responsibilities before you send anything. Please keep photographs and correspondence until the issue is resolved.
Return postage
For peace of mind, For a voluntary change-of-mind return, return postage may be the customer’s responsibility unless we state otherwise or local law requires a different outcome. For a verified wrong, damaged or defective item, we will provide an appropriate remedy and explain any shipping arrangements required by law. A brief message with the order number helps us find the correct record.
Exchanges and size changes
One detail worth knowing: If you need a different size, contact us before returning the original item. An exchange depends on availability; in some cases a return and a new order will be simpler. Do not assume a replacement has been reserved until our team confirms it. This information is intended to make the process predictable rather than promise an outcome in every circumstance.
Refund assessment
For practical planning, After the returned goods are received and checked, we will notify you of the decision and any legally permitted deduction. Approved refunds are issued to the original payment method unless another method is required or agreed. Financial institutions may take additional time to post the credit. You may want to retain the shipping or transaction confirmation for your records.
Orders not received
In particular, A missing delivery is handled through shipment investigation rather than a standard change-of-mind return. Contact support with the tracking details; we will assess delivery records and the remedies required by the circumstances and local law. We will assess individual cases based on the order details and applicable law.
Legal protections
Our guidance is this: This policy does not replace statutory rights, including rights relating to faulty goods, cooling-off periods or remedies that apply in your country. Where mandatory law provides a longer period or a different process, that law takes priority. Keep a copy of your order confirmation for reference.
For an individual case, send a concise explanation to info@zelveo.store so we can investigate.