From the first click to the moment your order enters fulfilment.
No. You can place an order without creating a customer account. An account can make it easier to review your order history and access available order information later.
Available payment methods are shown securely at checkout and can vary by country, device and payment-provider availability. Depending on what is enabled, these may include major cards and supported local or digital payment methods.
After you place an order, you will normally receive an electronic acknowledgement. Orders may still be subject to reasonable payment, availability, security and fulfilment checks before they are accepted for fulfilment.
Contact Customer Care as soon as possible. We will reasonably try to stop or change an order before dispatch, but this cannot be guaranteed once processing has started. A pre-dispatch cancellation is separate from your statutory Right of Withdrawal.
If a partial cancellation is still operationally possible, we refund the cancelled items and recalculate the remaining order where necessary. Shipping thresholds, discounts, bundles or promotional benefits may change if the remaining order no longer meets their original conditions.
Eligible standard online orders of €45 or more receive complimentary standard delivery. The threshold is calculated after discounts and before shipping. Standard online shipping is available for shipments up to 10 kg.
Yes, but it needs an individual delivery arrangement before the order is concluded. Contact Customer Care for a Large & Bulk Order quote. An order exceeding 10 kg does not by itself make you a business customer.
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Need to know
Shipping & Delivery
Where your parcel goes, how it gets there and what happens along the way.
We currently deliver eligible online orders to Belgium, the Netherlands, Germany, Luxembourg, France and mainland Spain. Spanish islands are currently excluded. EU orders are dispatched from within the European Union, so EU customers do not face additional import duties or customs charges when their order is delivered.
Standard delivery is €5.95 to Germany, €6.50 to Belgium, €6.95 to the Netherlands, €6.95 to Luxembourg, €7.95 to France and €7.95 to mainland Spain. Eligible orders from €45 receive complimentary standard delivery.
Regular orders are normally prepared for dispatch within 1–2 business days after the order is successfully placed and payment has been received or authorised.
Estimated carrier transit after dispatch is 2–3 business days for Germany, 3–4 for Belgium, France, Luxembourg and mainland Spain, and 4–5 for the Netherlands. These are estimates rather than guaranteed delivery dates.
The carrier depends on the destination and logistics available for the shipment. Providers may include DPD, DHL, GLS, Packeta or another suitable delivery provider. Orders to Spain are normally handled by Packeta or DPD, but a particular carrier cannot be guaranteed.
Yes. Tracking is normally sent electronically after dispatch and may also be available through your customer account.
Home Delivery is available for every supported destination. For mainland Spain, an eligible MRW pickup or drop-off point may also be requested by entering its location ID in the checkout order notes. Availability remains subject to the selected location and carrier network. For other destinations, a carrier may independently offer alternative delivery instructions after dispatch.
Contact Zelyth Customer Care. We will review the shipment and, where appropriate, initiate or manage the investigation with the fulfilment or delivery partner. For damage, we may reasonably ask for photographs of the product, parcel, label and packaging.
Refusing a parcel, ignoring delivery attempts or failing to collect it does not automatically create a refund request or constitute an unambiguous statutory withdrawal. If you want to withdraw, communicate that decision to Zelyth through a valid withdrawal route.
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Need to know
Returns & Refunds
Clear routes for changing your mind, reporting a problem or receiving a refund.
Eligible consumers generally have 14 calendar days to exercise the statutory Right of Withdrawal for an eligible distance purchase. For goods, the period normally starts when you or a designated third party receives the goods, subject to the applicable rules for different delivery situations.
Our dedicated online Withdrawal Form is the easiest route. You may also use the Contact Form or send an unambiguous written statement by email. If you use email, include the completed Model Withdrawal Form or equivalent information that clearly identifies the order and your decision to withdraw.
For an ordinary change-of-mind withdrawal, the direct cost of returning the goods is generally your responsibility where this has been communicated in advance and applicable law permits it. Different rules apply when goods are damaged, incorrect or non-conforming.
Once a refund is due, Zelyth initiates it without undue delay and within any applicable statutory deadline. For withdrawal of goods, reimbursement may in legally permitted cases be withheld until the goods are returned or you provide evidence of sending them back. Your bank or payment provider may then need additional processing time.
Refunds are normally returned through the original payment method unless another method is expressly agreed and legally permitted. If multiple payment methods were used, the refund may be allocated between them as appropriate.
Zelyth gift cards, vouchers and store credit are not redeemable for cash merely at the holder’s request, except where applicable law requires otherwise. A refund for a purchase paid with gift card or store credit may be returned to the corresponding original balance as appropriate.
Contact Customer Care rather than treating it as a normal change-of-mind return. Where Zelyth or the fulfilment process is responsible, you will not be required to bear the necessary cost of correcting the error. Mandatory legal guarantee rights remain unaffected.
A product does not lose mandatory consumer rights merely because it was discounted or bought during a promotion. Where the statutory Right of Withdrawal applies, it remains subject to its normal conditions and legal exceptions.
We recommend keeping and returning original product packaging, accessories and included materials where reasonably possible. Missing ordinary packaging does not automatically remove a statutory Right of Withdrawal, although unnecessary damage, missing components or excessive handling can be relevant to diminished value.
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Need to know
Products & Materials
Natural variation, scent, ritual objects and the details that make each piece its own.
Crystals, minerals and other natural materials can vary in colour, markings, shape, pattern, dimensions and texture. Reasonable natural variation does not by itself necessarily mean a product is defective. It also does not remove an otherwise applicable Right of Withdrawal or your rights if an item is genuinely non-conforming.
No. Essential oils, incense and similar categories are not automatically excluded merely because of their product type. A statutory exception is only applied when its legal conditions are actually satisfied. Use or handling beyond what is reasonably necessary to inspect a product can, however, be relevant to diminished value.
We aim to present products accurately, but screen settings, photography and natural or batch variation can affect how colour, texture or markings appear. Product descriptions and material details should be read together with the imagery.
Zelyth is a curated multi-maker collection. Origins and production methods vary by product and manufacturer. Where useful, product pages identify the relevant maker or provide product-specific origin and material information.
Selected products come from established makers including Ancient Wisdom, Stamford London and Agnes + Cat. You can discover more about those names and why they sit within the Zelyth edit on our About page.
Always follow the product-specific instructions, warnings and intended use shown on the product or packaging. Keep products away from children or pets where instructed, never leave burning products unattended and do not use a product for a purpose for which it was not designed.
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Need to know
Account & Support
Finding an order, reaching a human and keeping your choices in your hands.
If you created or use a customer account, available order information can be found through the My Account area. Tracking is also normally sent electronically after dispatch.
Customer Care is available through the official Zelyth Contact Form and support email. We do not currently operate a public telephone or WhatsApp customer-service channel.
Monday–Wednesday 10:00–19:00 and Thursday–Friday 12:00–21:00, based on Belgian local time (CET/CEST). Customer Care is closed on Saturdays, Sundays and Belgian public holidays, and may occasionally have exceptional closures or reduced hours.
We normally aim to respond within approximately 24–48 hours. During public holidays, unusually busy periods or exceptional circumstances, a response may take longer.
Absolutely. Messages can be submitted at any time and will be reviewed when Customer Care is available.
Use the Privacy control at the bottom-left of the website or choose Cookie Preferences from Terms & Policies in the footer. You can revisit your consent choices whenever the preference control is available.
The footer contains Terms & Policies with direct access to our Terms, Privacy, Shipping, Refund, Cancellation, Right of Withdrawal and Cookie policies. Those policies contain the complete terms where an FAQ answer is intentionally kept concise.
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