FAQ

Q:	What is Zelriya (Group of Cosmetics Division)?
A:	Zelriya is a dedicated cosmetics division focused on providing high-quality beauty and personal care products.
Q:	How can I contact customer support?
A:	You can reach our Customer Support team via Email at info@Zelriya.com or through WhatsApp/Phone at +92 309 1400 467 during our business hours.

Shipping & Delivery

Q:	What is the delivery timeframe for orders?
A:	All orders are processed within 2-3 business days. Once shipped, the estimated delivery time within Pakistan is 3 to 5 business days.
Q:	Do you deliver on weekends or holidays?
A:	No. Orders are only processed, shipped, and delivered on working days (Monday to Friday).
Q:	Which courier companies do you use?
A:	We use reliable third-party courier services operating within Pakistan. The specific courier is selected based on the delivery location and service efficiency.
Q:	What happens if there is a strike or civil unrest?
A:	In the event of extraordinary circumstances (like national strikes or severe instability), we reserve the right to postpone or suspend deliveries for safety. We will resume shipping as soon as conditions normalize.

Q:	What is your policy for returns or replacements?
A:	We only accept requests for refunds or replacements if the item is damaged or if the wrong item was shipped.
Q:	What is the time limit for initiating a claim?
A:	A claim must be initiated within two (2) calendar days of receiving your parcel. Claims received after this window will be rejected.
Q:	What is the mandatory proof required for a refund/replacement?
A:	You must provide a continuous, unedited video clearly showing the entire process of opening the parcel (unboxing) and revealing the damaged or incorrect item inside.
Q:	Will my claim be accepted if I submit a video recorded after the box is already open?
A:	No. For the claim to be valid, the video must start before the package is opened. Any video recorded after the parcel has been opened will not be accepted as valid proof.