FAQ

Where do you ship?
We currently ship within Canada. Each order is carefully prepared and securely packaged before shipping.

How much does shipping cost?
Shipping is free for all orders within Canada. If any fees apply, they will be clearly displayed during the order process, before payment.

When will my order be shipped?
We process orders within 1-2 business days . Our daily cut-off time is 5:00 PM UTC-8 – orders placed after this time will begin processing the next business day.

How long does delivery take?
Transit time is 3-7 business days , resulting in an estimated total delivery time of 4-9 business days. These times are approximate and may vary depending on location and carrier.

Which courier companies do you work with?
We work with trusted carriers, including Canada Post, UPS, FedEx, Purolator andDHL. The choice of carrier depends on the delivery location and the most efficient shipping method.

Can I track my order?
Yes. Once your order ships, you'll receive a confirmation email with a tracking number so you can monitor your package every step of the way. If you don't receive a tracking number after shipping, simply contact us.

What if my delivery is delayed?
We make every effort to deliver your order on time, but occasional delays may occur—for example, due to increased order volume, weather conditions, customs inspections, carrier delays, or public holidays. We'll keep you updated if this happens.

I entered the wrong address—now what?
Please contact us at support@zylahshop.com as soon as possible. We'll try to update the address before shipping, but we can't guarantee changes once your order has been processed.

Returns, exchanges and complaints

What is the returns policy?
You have 60 days from the date you receive your order to request a return. Products must be unused, unworn, and in their original packaging.

How do I start a return?

Please contact us at support@zylahshop.com with your order number and we'll help you through the next steps. Return shipping costs are the responsibility of the customer; we recommend sending your package with a tracking number to avoid loss.

For any additional information, please see our Refund Policy.

Can I exchange a product for a different size or color?
Of course. Contact us at support@zylahshop.com and we'll help you choose the best option.

When will I receive my refund?
Once we receive and inspect your returned item, we'll issue a refund to your original payment method within 7 business days . Your bank or payment provider may need additional time to process the refund.

My product arrived damaged, defective, or not as ordered—what should I do?
We're very sorry! Please contact support@zylahshop.com with your order number, a few photos of the issue, and a brief description, and we'll resolve the matter as quickly as possible.

Orders and payments

Can I change or cancel my order?
Please contact us as soon as possible at support@zylahshop.com. Once fulfillment begins, changes may not be possible.

Are my payment details secure?
Yes. Payment details are always encrypted during transmission.

The color looks slightly different from the photos—is this normal?
We strive to represent our products as accurately as possible, but actual colors may vary slightly depending on your screen and device settings.

Sizes and contact

What sizes do you offer?
Our products are available in sizes XS–3XL . If you're unsure about sizes or have any questions, please contact us before ordering—we're happy to help.

How can I contact you?

E-mail: support@zylahshop.com

Contact form: zylahshop.com/pages/contact

Customer Service Hours

Monday - Friday: 9:00 AM - 5:00 PM UTC-8

Saturday-Sunday: 10:00 AM - 4:00 PM UTC-8

We typically respond to messages within 12 hours.