Support
Need help?
Find answers to the most common questions below. If you can't find what you're looking for, write to us directly.
FAQ
Orders take between 5 and 10 business days to arrive in mainland Spain. We prepare your order in 1–3 days and the rest depends on the carrier. Delivery times may vary based on your location. We constantly update our timelines because we don't want you waiting longer than necessary.
Track your order in real time:
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If more than +20 business days have passed without news, write to us at help@zualea.com with your order number.
You have 14 calendar days from the date of receipt to request a return.
Once approved, you'll have 7 business days to complete the return or exchange.
Return and exchange shipping costs are the customer's responsibility.
If you have any issues, write to us at help@zualea.com.
We can only cancel orders that have not yet left the warehouse and within the first 30 minutes of purchase. Cancellations are managed exclusively from your account.
If something went wrong, write to us as soon as possible at help@zualea.com with the subject "Order cancellation" and your order number.
If the order is already on its way, you'll need to wait to receive it and then request a return.
We apologize for the inconvenience. Write to us at help@zualea.com with the subject "Defective item", attach a photo of the issue and your order number. We'll resolve it as a priority.
Check your spam or junk folder. If it's not there, you may have entered your email incorrectly. Write to us at help@zualea.com with your full name and order amount so we can locate it.
Yes. Invoices are not generated automatically with your order, although you will receive a purchase receipt by email. If you haven't received it or need a specific invoice, write to us at info@zualea.com with your order number and billing details.
ZUALEA CLUB is a limited promotion. Receive your order, create content and earn credit for your next purchase.
Receive your order and publish
From when it arrives, you have 14 days to publish 3 different videos on TikTok or Instagram. Required: tag @zualea_ and add #zualea in each one.
Upload the videos to the portal
Log in at zualea.com with your account, upload the 3 videos and submit the request before day 15.
Receive your credit
We review it. If everything is correct, we send you the code by email. Ready for your next purchase.
Content may be rejected if it doesn't meet minimum quality requirements, if the garment isn't clearly visible, if the image is blurry or poorly lit, or if it doesn't fit the ZUALEA aesthetic. All rejections are reviewed manually by our team and we explain the reason in the email sent to you.
Once rejected, the content cannot be re-uploaded. One submission per customer.
Even if you uploaded the videos before day 15 and received approval with the code, the credit won't be active until 15 days after receiving the order. Credits are assigned once your content has been reviewed and approved. If submitted between days 14–15, the review process may take up to another 72 hours. You'll receive a confirmation email when your credit code is available.
The credit code is exclusively for the value paid by the customer, not the RRP. Credits earned during the summer 2025 promotion are valid for 30 days after receiving them. They are non-transferable and can only be used toward product value — not shipping costs. After the expiry date, unused credits expire automatically.
Yes, but only content from orders placed from 6 July 2025 onwards is accepted. Orders placed before that date are not eligible for this promotion.
Contact us
Order tracking / Returns
help@zualea.com
Order status, returns, exchanges, defective or wrong items.
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