Refund policy

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.

Orders may be cancelled within 1 hour of purchase. After this time, production may begin and we are unable to accept cancellations.

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

Because every House of Zella print is produced to order, we do not accept returns or exchanges for change of mind, incorrect size selection, or ordering errors once production has begun. This does not affect your statutory rights if an item arrives damaged, faulty, or not as described.

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.