FAQ

Products

Are your products hand or machine embroidered?

All of our products are machine embroidered.

What kind of embroidery thread do you use?

Depending on the product, we most often use wt.40 polyester or rayon thread. However, specifically on the lace products we use 100% cotton thread wt.30 in order for it to hold its form.

Do you make custom orders?

Custom orders are our favorite! If interested, please send us a message on the “Contact Us” page. Try to provide as much information as you can regarding what you would like your custom order to look like along with any specific details. Please be aware, that custom orders are not returnable, refundable or exchangeable.

Shipping

How long does it take to ship out my order?

It usually takes between 3-7 business days, if for some reason it takes longer, we will be sure to notify you via email.

What shipping carrier do you use?

We ship with USPS with tracking and drop-off without signature. If you prefer delivery by USPS Priority with required signature, an additional cost will be applied, so please make sure to choose the correct shipping method at checkout. Whichever shipment choice you make, we will provide you with a link to track your package online.

Payment

What payment methods does Zellya offer?

Payments are done through PayPal so you can ensure a secure payment method. You can pay using your debit or credit card, or even your PayPal acocunt.

Returns/Exchanges

What is your refund policy?

If your product has been personalized with a name or phrase, it is not returnable or refundable. Underwear,bras and swimwear are also non-returnable due to hygienic purpose. However, (excluding personalized items) if you are not satisfied with your purchase due to the nature of the product being made to order, we only allow an exchange within two weeks of receiving. The items have to be in the same condition that they were sent to you in and all shipping costs are on the buyer.

If you are ever dissatisfied with a product, please reach out to us through Etsy. Our goal is to keep our customers happy so please contact us with any concerns.