Returns & Refunds

At Zairela Studio, every gift is made to order and personally customised just for you. Because of this, we are unable to offer refunds or returns on personalised items.

Please read this policy carefully before placing your order.

Personalized Items — No Returns or Refunds.

All products at Zairela Studio are custom-made with your name, photo, date or message. As such, personalised items are non-returnable and non-refundable unless they arrive damaged, defective or incorrect. Please double-check all personalisation details (names, dates, spelling, photo quality) before completing your order. We produce exactly what you submit.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged or if you received the wrong item. We will evaluate the issue and make it right. To report a problem, email us at contact@zairelastudio.com within 14 days of receiving your order. Please include your order number and a clear photo of the issue.

Exceptions — Non-Returnable Items

The following items cannot be returned under any circumstances: - Personalised or custom-made products - Perishable goods (such as food or chocolate items) - Gift cards - Sale items European Union.

14-Day Cooling Off Period If your order is being shipped to a customer within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification — except in the case of personalised or custom-made items, which are explicitly exempt from this right under EU Consumer Rights Directive Article 16(c). This means that personalised gifts — including all products sold at Zairela Studio — are not eligible for the 14-day cooling off period, as they are made to your specific instructions.

Refunds for Damaged or Defective

Items If your item arrives damaged or with a production error, we will issue a full refund or send a replacement at no extra cost. Once we have received and reviewed your report, we will notify you of the outcome. If a refund is approved, it will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@zairelastudio.com.

Questions? For any questions about your order or this policy, please contact us at contact@zairelastudio.com. We aim to respond within 24 hours, Monday to Friday.