Shipping Policy

UK Orders We aim to dispatch all orders within 2-3 business days. UK orders are shipped via Royal Mail and typically arrive within 2-4 business days of dispatch.

Shipping is £4.40 for all UK orders. Free shipping is available on orders over £75.

International Orders International orders are shipped via Royal Mail International Tracked and typically arrive within 7-14 business days of dispatch, depending on your location.

Taxes & Duties

VAT is included in the print price for all purchases.

UK customers: No additional taxes or duties apply.

International customers: Import duties and taxes may be charged upon delivery. These charges vary by country and are the responsibility of the recipient. We are unable to predict these charges as they are determined by your local customs authority.

Once your parcel has been handed over to the courier, we cannot be held responsible for any loss, delay, or damage during transit.

Returns & cancellations

All House of Zella prints are made to order, so we are unable to offer refunds for change of mind, ordering the wrong size, or deciding the item is no longer needed once it has been produced.

Please check your order carefully before placing it, especially size, colourway and any personalisation details.

Personalised prints

Personalised prints are created especially for you and cannot be returned or refunded unless they arrive faulty or damaged.

For personalised orders, a digital proof will be emailed to you for approval before printing. Please check all wording, spelling and layout carefully before approving your proof. Once approved, your print will be sent to production.

Exchanges

We may be able to offer an exchange on selected non-personalised prints, depending on the size and condition of the item.

To be eligible for an exchange:
• The print must be unused and in its original condition
• It must be returned in its original protective packaging
• The customer is responsible for return postage costs
• We recommend using a tracked service, as we cannot be responsible for returns lost in transit

To request an exchange, please contact us first at:

emily@zellastudio.com

Please do not return anything without contacting us first.

If an exchange is agreed, we will provide the return details and next steps. Once the returned item has been received and checked, we will arrange the replacement print.

Faulty or damaged items

If your order arrives damaged or faulty, please contact us as soon as possible at:

emily@zellastudio.com

Please include:
• Your order number
• A clear photo of the damaged item
• A photo of the packaging

We will review the issue and help resolve it for you.

We are unable to take responsibility for any damage that happens after delivery, once the item is in the customer’s possession.

Cancellations

As our prints are made to order, we may not be able to cancel an order once it has been placed and production has started.

For personalised prints, cancellations are not possible once your proof has been approved and the order has moved into production.

If you need to make a change, please contact us as quickly as possible and we’ll do our best to help before your order is processed.

Questions

If you have any questions before placing your order, please contact us and we’ll be happy to help.