FAQ
Welcome to the Zaylli FAQ. Here you can find answers to common questions about orders, shipping, returns, warranty, payment, and support.
1. Where can I buy Zaylli products?
At this time, the official Zaylli website is Zaylli’s only official sales channel.
If we open any additional official sales channels in the future, we will announce them through our website or official communications.
2. Do you ship internationally?
Yes. Zaylli offers worldwide shipping, but some destinations are currently unavailable, including Turkey, Ukraine, and Russia.
Shipping availability may vary depending on the destination and local shipping conditions.
3. Do you offer free shipping?
Yes. Orders over USD 200 qualify for free shipping.
For orders below USD 200：
- Asia = USD 8
- Oceania = USD 12
- Other regions = USD 15
4. Are duties and taxes included?
Unless otherwise explicitly stated, import duties and taxes are not included in the order total.
Customers are responsible for any applicable import duties, VAT, GST, or other destination-country charges.
5. Where do you ship from?
At this time, all orders are shipped from Shenzhen, China.
Our U.S. warehouse and European warehouse are currently under preparation. We will update our website once they are available.
6. How long will shipping take?
Estimated delivery time depends on the destination.
As a general reference:
- Asia: 5–8 business days
- Oceania: 7–10 business days
- North America, Europe, and most other destinations: 8–15 business days
Please note that delivery times may vary due to customs clearance, holidays, local courier operations, weather, and other external factors.
7. How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with tracking information.
You can use the tracking link or tracking number in that email to check the latest shipping status of your order.
If you cannot find your shipping confirmation email, please contact support@zaylli.com.
8. What if I entered the wrong shipping address?
Please contact us as soon as possible at support@zaylli.com.
If your order has not yet been shipped, we will do our best to help update the address. Once an order has been shipped, changes may no longer be possible.
9. Can I cancel or change my order?
Orders can only be canceled or changed before shipment.
Once an order has been shipped, it can no longer be canceled or modified. If needed, you may request a return after delivery according to our Return Policy.
10. What is your return policy?
Orders purchased directly from the official Zaylli website may be returned within 30 days after delivery, subject to our Return Policy.
For non-quality-related returns, return shipping is the customer’s responsibility.
For full details, please see our Return Policy.
11. What if my item arrives damaged, defective, or incorrect?
Please contact us within 7 days of delivery at support@zaylli.com and include:
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your order number
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a description of the issue
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clear photos or videos
If the issue is confirmed, we will provide an appropriate solution based on the specific case.
12. Do Zaylli products come with a warranty?
Yes. Products purchased directly from the official Zaylli website are covered by a two-year limited warranty.
This warranty applies to defects in materials, manufacturing, or workmanship under normal intended use.
For full details, please see our Warranty Policy.
13. What payment methods do you accept?
Available payment methods will be shown at checkout and may vary depending on your location and device.
14. Do I need to provide a tax ID or customs information?
For some destinations with more complex customs procedures, customers may be required to provide a tax identification number or other customs-related information during checkout or after placing the order.
This may apply to destinations such as South America, Mexico, Chile, Brazil, and South Korea.
15. Why is LYRÖ discounted during pre-order?
We offer a special pre-order discount to thank you for supporting us early. All Orders are expected to ship between late May and early June. After this period, prices will return to the regular retail price.
Still need help? Please contact support@zaylli.com