How do I place an order?
You can place an order directly on our website or via our official WhatsApp and Instagram platforms. Orders are processed immediately once payment is confirmed.
Can I cancel or modify my order after checkout?
Once an order is confirmed, it cannot be modified or cancelled. Please ensure all details — item, size, colour, and delivery address — are correct before completing your purchase.
How long does delivery take within Lagos?
- Standard delivery: 1–2 working days (depending on location)
- Express delivery: Within 24 hours
How long does delivery take outside Lagos?
Delivery outside Lagos takes 3–6 working days, depending on the destination.
Do you offer express shipping?
Yes. Express delivery is available within Lagos and delivers within 24 hours.
Will I receive tracking information?
Tracking details will be shared once your order has been dispatched, where applicable.
Do you accept returns?
For hygiene and quality assurance reasons, we do not accept returns once jewelry has been delivered, except where the issue is caused by Zurella.
What is your refund policy?
Refunds are issued only in cases where the error is ours, such as:
• A product being sold out after purchase
• An incorrect item sent
• A confirmed defect
Refunds are processed after verification and, where necessary, item inspection.
What if I selected the wrong size or want a different colour?
We do not offer refunds for client-related issues such as:
• Incorrect sizing
• Change of colour preference
• Change of mind after purchase
However, we are happy to offer an exchange, subject to availability.
How do exchanges work?
• Exchange requests must be made within 48 hours of delivery
• Items must be unused, unworn, and in original packaging
• Delivery costs for exchanges are the responsibility of the customer
Are all products always in stock?
Stock levels are updated regularly. In rare cases where an item sells out before order confirmation, you will be contacted promptly to arrange a replacement or refund.
How do I care for my jewelry?
Each order includes a Jewelry Care Card with detailed instructions to help maintain the beauty and longevity of your pieces.
How can I contact Zurella?
You can reach us via Instagram DM, WhatsApp, or email (details available on our website).
We respond within 24 working hours.
