Terms and Conditions of the Online Pet Atelier
ZooLila
Your order is considered accepted after you have agreed with the мастер on the design, fabrics, hardware, and all order details (this is usually done in writing via a convenient chat for both the client and our team), confirmed the production timeline (which may vary depending on the complexity of the item, the atelier’s workload, and other factors), provided measurements according to the instructions on our website, and paid the agreed deposit.
How to Place a Custom Clothing Order
- Approve the design and materials. Agree on the model and materials for the garment with our specialist.
- Take your pet’s measurements. You can take measurements yourself using the instructions on our website. Please note: in this case, the customer is fully responsible for the accuracy of the measurements. If you experience any difficulties, we can assist you online via video call.
- Agree on price and production time. Confirm the final price and production timeline with the specialist.
- Make a deposit payment.
- Provide materials (if applicable). If you wish to use your own fabric or purchase it independently, this is possible. The specialist will determine the required quantity of materials. Materials can be sent to the specialist via postal service.
- Receive your order. You will receive photos of the finished item before shipping. Delivery across Ukraine and abroad is available via Nova Poshta at the carrier’s rates, paid by the recipient.
- Order Cancellation. If an order is canceled during production, the deposit is non-refundable.
- Quality Claims & Alterations. Claims regarding product quality are accepted within 7 days from the date of receipt. Corrections are made at the atelier’s expense if previously agreed requirements were not properly reflected in the изделие. If additional alterations are requested that were not previously agreed upon: Shipping costs are covered by the customer. Alterations are performed for an additional fee.
- Items accepted for alterations must be: Clean, Washed, Odor-free
How do I order a custom support, or orthosis
- Approve the model and product specifications. Agree with our specialist on the design and specific features of the product.
- Take your pet’s measurements Measurements may be taken independently using the instructions provided on our website in the BRACES&SUPPORT section. Please note: in this case, the customer is fully responsible for the accuracy of the measurements. If you experience any difficulties, we are happy to assist you online via video consultation.
- Confirm price and production time Agree on the final price and estimated production timeline.
- Make payment A 100% prepayment must be transferred to the atelier’s bank account. In exceptional cases, a partial advance payment may be agreed upon.
- Provide delivery details Please provide your delivery address. Shipping across Ukraine and internationally is carried out via Nova Poshta or Ukrposhta at the carrier’s rates, paid by the recipient (customer).
- Production and delivery Once the product is completed, you will receive photos or a video review of the finished product, as well as a link to instructions on how to properly put it on. After that, your order will be shipped.
- Order Cancellation If the order is canceled during production, the prepayment is non-refundable.
- Quality Claims & Adjustments Quality claims are accepted within 30 days from the date of receipt. Corrections are made at the atelier’s expense if previously agreed requirements were not properly reflected in the product. If additional modifications are requested that were not previously agreed upon: Shipping costs are covered by the customer. Modifications are performed for an additional fee. If the product proves ineffective for the pet, both the atelier and the customer will make reasonable efforts to adjust or remake the product to ensure maximum effectiveness.
- Items sent for alteration must be: Clean, Washed, Odor-free
- Returns & Donations Returned items are accepted without refund of the previously paid amount and may be donated to volunteer animals or low-income clients. We may also accept previously used products (for example, in the event of a pet’s passing) and donate them to shelters, volunteers, or pet owners in need free of charge. 💛
How to Order a Custom Pet Wheelchair or Drag Bag
- Approve the model and product specifications. Agree with our specialist on the design and specific features of the product.
- Take your pet’s measurements Measurements may be taken independently using the instructions provided on our website in the BRACES&SUPPORT section. Please note: in this case, the customer is fully responsible for the accuracy of the measurements. If you experience any difficulties, we are happy to assist you online via video consultation.
- Confirm price and production time Agree on the final price and estimated production timeline.
- Make payment A 100% prepayment must be transferred to the atelier’s bank account. In exceptional cases, a partial advance payment may be agreed upon.
- Provide delivery details Please provide your delivery address. Shipping across Ukraine and internationally is carried out via Nova Poshta or Ukrposhta at the carrier’s rates, paid by the recipient (customer).
- Production and delivery Once the product is completed, you will receive photos or a video review of the finished product, as well as a link to instructions on how to properly put it on. After that, your order will be shipped.
- Order Cancellation If the order is canceled during production, the prepayment is non-refundable.
- Quality Claims & Adjustments Quality claims are accepted within 30 days from the date of receipt. Corrections are made at the atelier’s expense if previously agreed requirements were not properly reflected in the product. If additional modifications are requested that were not previously agreed upon: Shipping costs are covered by the customer. Modifications are performed for an additional fee. If the product proves ineffective for the pet, both the atelier and the customer will make reasonable efforts to adjust or remake the product to ensure maximum effectiveness.
- Items sent for alteration must be: Clean, Washed, Odor-free
- Returns & Donations Returned items are accepted without refund of the previously paid amount and may be donated to volunteer animals or low-income clients. We may also accept previously used products (for example, in the event of a pet’s passing) and donate them to shelters, volunteers, or pet owners in need free of charge. 💛
Finished products are non-refundable. Exchange for a different model, size, or shape is possible only with the atelier’s approval in exceptional cases, as all items are made according to the individual measurements of each pet.
We always strive to accommodate our clients; however, to avoid misunderstandings, we kindly ask you to carefully review our terms of service, your order details, and the measurement instructions.
The quality of the final product largely depends on the accuracy of these steps.
We are always happy to assist you! 💛
Contact ZooLila
+380 93 512 75 74
infozoolila@gmail.com
Monday - Friday: 10AM to 7PM
Saturday - Sunday: closed
Delivery: by Nova Poshta to WHOLE WORLD
Customer pick up: unavailible at the moment
Send Us a Message
You can leave your order here
Everyday we are happy to answer your questions by phone +38 093 512 75 74 (Viber, Telegram, WhatsApp, Messanger)
Individual entrepreneur Viktoriia Melnyk
ZooLila: made in Ukraine. Made with love.
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