Returns & Exchanges
At Ziravia, every order is carefully reviewed and prepared before dispatch. Some products are personalized or made to order, while others are prepared without personalization.
The information below explains when returns, replacements and refunds may be available.
Change-of-Mind Returns
Ziravia does not accept returns or exchanges for change of mind. This includes selecting the wrong product, colour, style or size, or deciding that you no longer want the product.
Please review all product descriptions, measurements, materials, available options and personalization information before completing your purchase.
This change-of-mind policy does not affect your rights if a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.
Personalized and Custom-Made Products
Personalized products may include names, initials, dates, photographs, birthstones, engravings, custom messages or other information supplied by the customer.
We cannot accept returns or exchanges because of customer-submitted spelling mistakes, incorrect dates, unsuitable photographs, incorrect personalization or the wrong product option being selected.
Personalized products are still covered if they arrive faulty, damaged, incorrectly produced or materially different from the personalization details submitted with the order.
Faulty, Damaged or Incorrect Products
If your product arrives faulty, damaged, incorrectly supplied or materially different from what you ordered, please contact us as soon as possible.
To help us investigate, please include:
- Your order number or other proof of purchase
- A description of the problem
- Clear photographs of the product
- Clear photographs of the packaging, where relevant
- A photograph of the shipping label if you received the wrong product
Please keep the product and its original packaging until we have reviewed your request and provided further instructions.
When to Contact Us
Please contact us as soon as possible, preferably within 7 days of delivery, if your product arrives damaged, faulty or incorrect.
The preferred 7-day notification period helps us investigate promptly. It is not a fixed expiry period and does not limit any rights or remedies available under the Australian Consumer Law or other applicable consumer protection laws.
Available Resolutions
The available resolution will depend on the nature and seriousness of the problem and your rights under applicable consumer law.
If a product has a major problem, you may be entitled to choose between a replacement or refund. For a minor problem, we may provide an appropriate remedy such as a repair or replacement within a reasonable period.
Store credit may be offered as an optional resolution where appropriate, but it will not replace a refund or another remedy when one is required by law.
Products Not Eligible for Change-of-Mind Returns
- Personalized or custom-made products
- Products containing incorrect details submitted by the customer
- Products ordered in the wrong size, colour, style or option by the customer
- Products damaged through misuse, accidental damage or improper care
- Products showing reasonable normal wear and tear
Reasonable variations in colour or appearance may occur because of lighting, screen settings, production methods or material characteristics. This does not apply where the product is materially different from its description, sample or approved order details.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible. We will try to assist, but changes and cancellations cannot be guaranteed after preparation or production begins.
If we receive your request before preparation or production begins, we may be able to cancel the order and refund the original payment method.
Returning a Product
Please contact us before returning a product. If a return is required, we will provide the correct return address and instructions.
Do not return the product to the original sender address unless we specifically instruct you to do so. Some products are dispatched by fulfilment partners, and the sender address may not be the correct returns location.
Return Shipping Costs
If a product is confirmed faulty, damaged or incorrectly supplied, Ziravia will cover reasonable return shipping costs where a return is required.
We may provide a prepaid label or reimburse reasonable postage after receiving a valid postage receipt. Please do not use expedited return shipping unless we approve it first.
Refund Processing
Approved refunds are issued to the original payment method. Once issued, refunds generally take 5–10 business days to appear, depending on your bank, card issuer or payment provider.
Missing or Lost Deliveries
If tracking shows that your parcel was delivered but you cannot locate it, check the delivery area, safe-drop locations, household members, neighbours or building management. You may also contact the local carrier for additional delivery information.
Please contact us if you still cannot locate the parcel. We will review the tracking information and may open an investigation with the carrier.
If a parcel is confirmed lost in transit, Ziravia will provide an appropriate resolution based on the circumstances and any rights available under applicable consumer law.
How to Contact Us
For returns, refunds, replacements or order problems, email support@ziravia.store .
Please include your order number and a description of the issue. We aim to respond within 24–48 business hours.
Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable consumer protection laws.