Refund policy

Refund and Returns Policy

At ZZV Lifestyle, we want you to be happy with your order. Please inspect your items as soon as they are delivered or collected.

Statement Bags and Ready-Made Products

A return may be requested within 7 days of receiving your order if the item is damaged, defective, incorrectly supplied or materially different from what was ordered. We do not accept returns or provide refunds because of a change of mind.

The item must be returned in its original condition and packaging, with all tags and accessories included. Proof of purchase is required.

Personalised Candles

Personalised candles are created according to each customer’s selected wording, photographs, colours and decorative preferences. Personalised candles are non-refundable.

Damaged, Defective or Incorrect Products (Bags Only)

If your order arrives damaged, defective or incorrect, please contact us as soon as possible—preferably within 48 hours of delivery.

Please provide:

Your name and order number
A description of the problem
Clear photographs of the product
Photographs of the packaging, where applicable

Once the issue has been assessed, we will advise whether the product qualifies for a repair, replacement or refund.

Courier Delivery

All orders are carefully packaged before being handed to the courier. Candles sent by courier will be clearly marked as Fragile.

Once an order has been collected by the courier, its handling and delivery are outside the direct control of ZZV Lifestyle. We cannot accept responsibility for courier delays, loss or damage during transit, but we will assist customers with submitting a courier claim where possible.

Lost or Uncollected Parcels

Customers must provide the correct delivery address, contact number and PUDO locker information.

Customers are responsible for collecting PUDO parcels within the collection period provided by the courier. Any additional delivery costs caused by an uncollected parcel, incorrect address or incorrect contact details will be charged to the customer.

Sale Items

All sale items are final and cannot be returned, exchanged or refunded.

Returning an Item

Please do not return an item before contacting us and receiving return instructions.

Approved returns must be sent back in their original condition and packaging. The customer may be responsible for return delivery costs, depending on the reason for the return.

Refunds

Once an approved returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed using the original payment method. Please allow approximately 7–10 business days for the refund to reflect, depending on your bank or payment provider.