FAQs


COVID-19 update: Zilla is very much still up and running throughout the chaos, and we have lots of orders to work through which we are SO grateful for! 

We are all thankfully fit and well and our little team of 3 are all working remotely from home. We are able to continue to use our small local post office which is a very short walk away and our turnaround is currently 3-4 weeks. We’ve been told by Royal Mail that there may be some delays with international orders but all services should be running as normal. Massive thanks to you all for your support throughout this bonkers time in all of our lives <3 - updated 29th April.

DELIVERY

The majority of our products are custom made to order and we are a very small team! Our normal delivery time is around 2 weeks but this can increase up to 4 weeks at our busiest times.

Our standard shipping is 2nd class signed for with Royal Mail, you will receive a confirmation email when your order is packed up and on it's way.

Please do get in touch if you have a deadline and we’ll do everything we can to fit you in.

CARE

Our designs are hand made using multi textured appliquéd fabrics, due to the special finish on some of our fabrics please follow our washing instructions carefully! We wash test all of our fabrics to ensure our products are of a high quality, and strive to keep things machine washable. Unfortunately we cannot offer refunds if washing instructions have not been followed.

Machine wash inside out on a hand wash cycle at 30 degrees with minimal detergent, a hotter or more vigorous cycle could damage some of our fabrics.

Do not use fabric softener (or 2 in 1s), bleach or any other strong chemicals as they damage the finish of metallic fabrics, prints and maybe others. Please iron inside out and do not tumble dry.

Not only will following these instructions ensure maximum longevity of the garment but it will help the environment too :-)

RETURNS

As everything is made to order we welcome any questions about our sizing / designs, please do get in touch if you are unsure of anything before you order. This helps to reduce the amount of returns we receive.

Having said that we can of course accept returns within 30 days of receipt if the item is still in new condition. We will process refunds within 7 working days, please do not return items after 30 days as we will not be able to process your refund.

We are a very small business (there is 3.5 of us!) and margins are tight so we cannot pay for the postage of returns, please send with tracking as we are not responsible for returns that are lost in the post.

If you would like to exchange your item, postage of the new item will be free of charge :-)

Please send returns to:

Emily Bosence, Zilla Kids, 49 Southover Street, Brighton, East Sussex. BN2 9UE

Please include a note with your order number or name, your reason for returning and if you would like an exchange, details of the new item.

Thanks

Emily x