Can’t find the answer to your question?

Please contact our customer service team at info@zibilo.ca.

We will respond to your message as quickly as possible to provide you with the assistance you need.

SHIPPING & DELIVERY

How much does shipping cost?

For orders over $100, delivery is free throughout Quebec and Ontario.
Standard delivery: $11.99
Express delivery: $14.99
Priority express delivery: $17.99

For the rest of Canada and the U.S., delivery is free on orders over $150.
Standard delivery: $14.99
Express delivery: $17.99

International shipping costs are calculated at checkout.

What are the delivery times?

Please allow 4–6 weeks for preparation and delivery.

All of our items are handmade with care and love, which is why each piece takes time to create.

We truly appreciate your patience and support

How can I track my parcel?

Once your order has been processed and shipped, you will receive a confirmation email with your tracking number.

What should I do if I've made a mistake in my address?

Please contact us as soon as possible through our Contact Us section so we can correct the error before your order is shipped.

Are there any customs fees in the USA?

Please note that due to new regulations, parcels shipped to the United States may be subject to customs fees upon delivery.

These fees are determined directly by U.S. Customs and are the responsibility of the recipient.

Thank you for your understanding and continued support.

RETURNS & EXCHANGES

How can I return my order?

Items must be returned in new condition and must not have been opened or used.

Return shipping costs are the responsibility of the customer. Once we receive the merchandise, we will process the refund.

We accept returns within 30 days of the purchase date.

For purchases made between November and January, the return period is extended to 60 days.

Sale and clearance items are final sale. No exchanges or refunds.

When will I receive my refund?

Once we have received and inspected your returned parcel, we will process your refund.

Refunds usually appear in your bank account within 2–3 working days after confirmation.

What should I do if I want to make an exchange?

Items must be returned in new, unused condition, along with a note indicating the item you would like in exchange.

Please choose your items carefully, as exchange shipping costs are the responsibility of the customer.

What happens if my product is damaged?

If your item arrives damaged, please contact us as soon as possible with a description of the issue and a photo of the damaged product through our Contact Us section.

We will review the issue and send a replacement if necessary

How long do I have to exchange or return my order?

At Zibilo, we want you to love your handcrafted purchase. If you are not fully satisfied with your item, please contact us via our Contact Us page within 30 days of purchase.

During the holiday season (for purchases made between November and January), we extend our return period to 60 days to offer you more flexibility.

If you ever experience a quality issue with your product, now or in the future, we will gladly replace it.

CARE INSTRUCTIONS

How should I care for my item?

All items should be hand washed or machine washed in cold water on a delicate cycle. Dry flat and do not tumble dry.

For bags and cushion covers, turn the item inside out before washing to help protect the artwork.

PERSONALIZATION & CUSTOM ORDERS

Can I personalize my item?

Yes, all of our items are handmade pieces of art, making each one unique. Personalization is available to help create something that reflects your style and vision.

Please contact us through our Contact Us section for custom requests.

Will my item look exactly like the photos?

Because each item is handmade, slight variations may occur. Just like you are unique, each handmade piece is unique as well. These small differences are part of the charm and beauty of handmade artwork.