Shipping Policy

Thank you for shopping with Zela Prime! This policy details shipping procedures for orders delivered from our base in Dubai, UAE, to customers in Angola.

1. Order Processing Time

  • All orders are processed within 48 hours (Monday-Friday, excluding UAE public holidays) after receiving your order confirmation email and successful payment verification.
  • You will receive another notification when your order has shipped, including tracking information.
  • Processing may take longer during peak seasons or sales events.

2. Shipping Destination & Origin

  • We ship exclusively to addresses within Angola.
  • All orders are shipped directly from Dubai, United Arab Emirates.

3. Shipping Methods & Carriers

  • We partner with reliable international carriers such as DHL Express, FedEx International Priority, and Aramex.
  • The specific carrier and service level may depend on availability. 

4. Estimated Delivery Times

  • Estimated delivery times to Angola typically range from 3 to 5 days after the order has been shipped.
  • Please note: These are estimates only and are not guaranteed. Delivery times can be affected by factors beyond our control, including:
    • Customs clearance processes in Angola.
    • Carrier delays.
    • Remote delivery locations within Angola.
    • Weather conditions or other disruptive events.

5. Shipping Costs

  • Shipping charges for your order will be displayed at checkout for orders less than Kz 498.000.
  • Orders of Kz 498.000 or above ship for free. 

6. Customs, Duties, and Taxes - IMPORTANT

  • All shipments from the UAE to Angola are sent on Delivery Duty Paid (DDP). That means Zela Prime covers all import duties, taxes, customs fees and related charges assessed by the Angolan government.
  • You, the customer (recipient), will NOT be asked to pay anything beyond the product price and shipping cost, if applicable. 
  • While customs procedures and processing times can still vary, any required payments are handled directly by us. If customs officials need additional information to clear your parcel, we’ll contact you promptly and guide you through the next steps.

7. Order Tracking

  • Once your order has shipped, you will receive a shipping confirmation email containing your tracking number(s).
  • You can use this number to track your package on the carrier's website. Please allow 24-48 hours for the tracking information to become active.

8. Incorrect Address / Failed Delivery Attempts

  • Please ensure your shipping address is complete and correct at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer.
  • If the carrier is unable to deliver the package after multiple attempts or due to an incorrect address, the package may be returned to us. Any return shipping fees and original shipping costs will be deducted from any potential refund. Reshipment will incur additional shipping charges.

9. Lost or Damaged Shipments

  • While we entrust your packages to reliable carriers, issues can occasionally occur.
  • Damaged Items: If your order arrives damaged, please contact us immediately (within 2 hours of delivery) at returns@zelaprime.com with your order number,  photos and videos of the damaged product and packaging. We will work with you and the carrier to resolve the issue. Please retain all packaging materials.
  • Lost Items: If your order has not arrived within 5 business days past the estimated delivery window and tracking shows no updates, please contact us at returns@zelaprime.com. We will initiate an investigation with the carrier. Investigations can take time. Resolution (refund or replacement, if applicable) will depend on the outcome of the carrier's investigation.

10. Contact Us
For any shipping-related questions, please contact us at contact@zelaprime.com.