Return and refund policy

Last updated: December 3, 2025

This Return & Refund Policy applies to all products purchased through zelphira.shop. We are committed to ensuring your satisfaction with our handcrafted cotton rope baskets.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • Condition: The basket must be in the same condition that you received it: unused, clean, dry, and free from any stains, pet hair, or odors.
  • Packaging: It must be returned in its original packaging (folded as received) with all tags attached.
  • Proof: You must provide a receipt or proof of purchase (Order Number).

Non-returnable items:

  • Gift cards.
  • Customized or personalized baskets.
  • Items that have been washed or modified.

Items sent back to us without first requesting a return via email will not be accepted.

3. Return Process To start a return, you can contact us at support@zelphira.shop or call us at +1 478-255-1682.

  • Step 1: Contact our support team with your order number and reason for return. If the item is defective (e.g., unraveled stitching), please attach a photo.
  • Step 2: If your return is accepted, we will send you the return address and detailed instructions on how to package and ship your return.
  • Step 3: Pack the items securely. Since cotton baskets are flexible, please fold them carefully to fit the box.

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or has a manufacturing defect, we will cover the return shipping cost or provide a replacement free of charge.
  • Customer Remorse: If you purchased the wrong size/color, it doesn't fit your space, or you no longer want the item, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our warehouse at: 13451 East Norman Ave, Palmer, AK 99645, USA

6. Refunds We will notify you once we’ve received and inspected your return. We will check for cleanliness and condition. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@zelphira.shop
  • Phone: +1 478-255-1682
  • Address: 13451 East Norman Ave, Palmer, AK 99645, USA