Shipping policy

1. Shipping Scope

We ship from Spain to:
• Spain (Mainland and Balearic Islands)
• European Union
• United Kingdom
• Switzerland
• Other European countries (check availability)

We currently do not ship outside Europe.

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1. Order Preparation

Our products are unique pieces and are prepared individually.
Orders are processed within 1–2 business days after payment confirmation.

During high-demand periods, this timeframe may be slightly extended.

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1. Shipping Methods

We work with national and international carriers to ensure fast and secure deliveries.

Shipments are made through:
• Correos / Correos Express
• SEUR / DPD
• UPS
• Other carriers depending on destination

The available shipping method will appear during checkout.

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1. Estimated Delivery Times

Approximate delivery times:
• Spain: 24–72 business hours
• European Union: 3–7 business days
• United Kingdom / Switzerland: 4–10 business days

These timeframes are estimates.
ZELAE is not responsible for delays caused by:
• Customs
• National holidays
• Carrier logistical issues
• External circumstances (weather, strikes, etc.)

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1. Shipping Costs

Shipping costs are calculated automatically at checkout based on:
• Destination
• Weight and dimensions of the package
• Available carrier

At certain times, ZELAE may offer free-shipping promotions.
These promotions will apply automatically if the order meets the conditions.

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1. Order Tracking

When your order is shipped, you will receive an email with:
• Tracking number
• Carrier
• Direct tracking link

If the link does not update immediately, please wait a few hours until the carrier registers the package.

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1. Delivery Address

It is the customer’s responsibility to provide a complete and accurate address.

ZELAE is not responsible if the order cannot be delivered due to:
• Incomplete address
• Incorrect address
• Recipient not available
• Inability to contact the recipient

If the package is returned to the sender for these reasons, the customer must pay for a new shipment.

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1. Undelivered or Returned Packages

If the package is returned to us due to:
• incorrect address,
• recipient not available,
• voluntary refusal of the package,
• failure to collect from a pickup point,

the item amount will be refunded minus the original shipping costs and any return fees.

If you want the item to be shipped again, new shipping costs must be paid.

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1. Damages During Shipping

If you receive a package with visible damage, we recommend:

1. Taking photos of the package before opening it.

2. Checking the contents immediately.

3. Contacting us within 48 hours of delivery:
   hello@zelaecompany.com

We will assess the issue and handle the claim accordingly.

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1. International Shipping (Outside the EU)

Orders shipped to countries outside the European Union may be subject to:
• customs duties,
• customs fees,
• local taxes.

These amounts are not included in the product price or shipping cost and are the customer's responsibility.

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1. Contact

For any shipping-related inquiry:
hello@zelaecompany.com
+34 630 384 328