Customer Care

RETURN POLICY:

Zia & Tia hope that you have enjoyed your shopping experience. We love the products that we carry and and take pride in offering them to you. If for any reason you are not 100% happy with your purchases, please let us know. The best way to reach us is by email inquiries@ziaandtia.com  or by telephone at 514-783-9995. Once we have heard from you, you can then ship us your item(s) and we will be happy to exchange your items, or issue you a refund on most of our products (see below for hand knits and mattresses & accessories)

We offer all customers 14 days to return or exchange purchase(s). Bedding and Bath products are not returnable due to reasons of hygiene. So, please verify size, color, description of all bedding and bath items prior to making your purchase. Please feel free to contact us any time and we will be happy to give you more details about bedding and bath products to help you with your ordering. We do not accept any items that have been washed, soiled, smell of cigarette smoke, perfumes, or anything else that smells,. Return postage and delivery charge on your original order is non-refundable and all returned items are shipped at your expense. Returned items must be in their original packaging. Since we cannot be responsible for parcels lost on route for return/exchange to us, we strongly recommend that you use registered post to ensure safe delivery of your returned items to us. Returns will be refunded or exchanged at our discretion with the currency conversion of that day.  We do not accept C.O.D.'s

 

DAMAGES & SHORTAGES:

Please contact Zia & Tia Pure Luxury Organics within 48 hours of receipt of your products, for any damaged or shortage of items purchased. If your package has been visibly damaged upon receipt, please notify us immediately so that we can claim against the courier. Damaged or faulty goods will be refunded in full (including Postage) or goods exchanged.

YOUR PRIVACY & SECURITY

Zia & Tia Pure Luxury Organics respects your privacy and security of your personal information. We NEVER sell, trade, or give out your information in any way to anyone. We will only use your personal information responsibly ensuring you with a secure online shopping experience. All information that we collect or that is submitted on Zia & Tia Pure Luxury Organics Website is kept confidential and is used only to complete that order. We never share this information with any outside parties.

MATTRESSES & MATTRESS ACCESSORIES

All of our Organic Mattresses, Mattress Accessories, Box Springs (all mattresses, foundations, mattress toppers, mattress covers, mattress pads, barrier covers, pillows, comforters) are not returnable.  As every one of Zia & Tia's Organic mattresses & mattress accessories are made special order,  refunds can only be issued if an order is cancelled prior to going into production,  within 24 hours of making your purchase. All the products that we associate our name with are as pure, luxurious and sustainable as we have found. Our manufacturer’s reputation for their strict standards of using sustainable materials in their production, fair labor standards, cruelty free and environmental conservation, is why we have chosen them.

ZIA & TIA ORGANIC HAND KNITS RETURN/EXCHANGE

Our Organic Hand knits are made one piece at a time, hand knit on knitting needles.  As all garments are made to order, we can only offer exchange on our hand knits if we have stock of the item.  Slight color variations can exist, these are not defects. Please inspect all products upon receipt. Should there be a damaged or defective item in your order,  we are happy to exchange the item and pay for shipping the return. Please note, that any returns must be unused, unwashed and not come into contact with smoke or other fragrnaces. Please notify us about a damaged item and we will authorize its return. Please contact us at inquiries@ziaandtia.com for any return issues.

SHIPPING AND HANDLING RATES
Our customer-friendly shipping schedule is calculated on the ACTUAL WEIGHT of your shipment and the TYPE OF SHIPPING SERVICE that you specify. We use Canada Post as our shipping method which includes a tracking number and insurance up to $100.00. Shipping Charges will be applied to all orders placed with us at the time of your purchase, unless free shipping applies.  Some of our collections are shipped directly from the manufacturer and Shipping Charges may be added once your order is placed. Having your order shipped directly from the manufacturer is a good thing. We lessen the wastage in the routes that our products are taking during shipping preventing unnecessary carbon emmissions - those greenhouse gases. Through our partnership with Trees For the Future, Zia & Tia Pure Luxury Organics plants a tree for every one of your purchases to offset our carbon footprint!