Refund policy
Return/Refund Policy
We want you to be fully satisfied with your purchases and if not, we want to make the return process an easy one.
Check out our return policies below for more details:
NO REFUNDS, EXCHANGES OR STORE CREDITS FOR ANY ITEM OFFERED FOR SALE UNDER THE ZOE'S CLOSET SUBSECTION. ALL ITEMS LISTED FOR SALE UNDER THIS SECTION HAVE BEEN PRE-OWNED AND ARE FINAL SALE. READ THE DESCRIPTION OF THE ITEM CLOSELY BEFORE PURCHASE AS ANY DEFECTS WILL BE DISCLOSED. ABSOLUTELY NO EXCEPTION WILL BE GRANTED FOR ITEMS UNDER THE ZOE'S CLOSET SUBSECTION. ALL SALES FROM ZOE'S CLOSET ARE FINAL.
All discounted, sale items are final sale, non-refundable and not exchangeable for any reason. No exceptions will be granted.
All new, unused, unworn, full priced clothing and jewelry can be returned for an exchange ONLY (exceptions on items delivered damaged/defective. See damaged/defective policies below). No refunds.
Exchanged merchandise can be exchanged for items lesser than, equal to or greater than the value of your original purchase. If an item is exchanged for an item lesser than the original purchase price of the product, a store credit will be given for the difference in price. If an item is exchanged for an item more than the original purchase price of the product you will have to pay the difference in price.
ALL EXCHANGES MUST BE RECEIVED BACK TO US WITHIN 30 CALENDAR DAYS OF DELIVERY TO YOUR SHIPPING ADDRESS. Zoe Mar defines “delivery” as the date your package is recorded delivered to your shipping address via USPS or another private delivery services (UPS, DHL, FedEx etc.) tracking database. Zoe Mar defines "received" as the date your return package is recorded received at our mailing address via USPS or another private delivery services (UPS, DHL, FedEx etc.) tracking database. WE WILL REFUSE TO ACCEPT ANY PACKAGE IF THE RETURN IS RECEIVED BACK TO US AFTER 30 CALENDAR DAYS OF DELIVERY TO YOUR SHIPPING ADDRESS. We rely on the courier services delivery records. Therefore, packages must be sent back to us using a method that can be tracked via the courier services tracking database. Shipping fees on packages returned to us are your (the sender) responsibility. WE WILL NOT PAY SHIPPING FEES FOR PACKAGES RETURNED TO US FOR EXCHANGE.
No refunds except in the instance of a damaged/defective item (this policy does not apply to any item listed under Zoe's Closet or discounted as a sale item):
If you receive a damaged item (manufacturing damage/defect) you have 7 days from the date recorded by the mail couriers tracking system to return it to us. However, you must contact us via email at info@zoemar.com within 3 business days of the delivery date recorded by the mail couriers tracking system to report the damage/defect. Examples: If USPS records your item(s) as delivered via their tracking system on Friday, you must report it as damaged/defective by Wednesday of the following week. If DHL records your item(s) as delivered via their tracking system on Monday, you must report your item(s) damaged/defective by Thursday.
Our goal is to make sure the return process is handled as efficiently as possible. If you’re not sure how to handle returning merchandise to us please email us with any questions and allow us 24 hours to respond to your request.
Steps for Returning Merchandise
Exchange – Promptly send us the return package and email us at info@zoemar.com with your intent to return for an exchange. In your email provide your full name, your order number, what you're returning for exchange (as shown on your invoice) and the name(s) of the new merchandise you want to exchange for. Please allow us 24 hours to respond to your email
If we have the merchandise in stock we’ll let you know via email. We’ll ship the new merchandise back to you once we receive your return package less any new shipping fees. If we don’t have the merchandise in stock we’ll let you know via email and give you the option of receiving a store credit or exchanging for different items.
Refund Due to Damage/Defect – Promptly email us with your intent to return your package due to defect/damage. When contacting us, please include your full name, order number, pictures of defect/damage and a short explanation of the defect/damage to the item(s). We will verify the damage/defect and respond to you within 2 business days. If we deem the item as damaged/defective due to a manufacturing issue we will provide you with a paid postage label and the return address of where to send the merchandise back to.
If you are unsure or have any questions on our return policy please email us. We pride ourselves on great customer service and will answer your inquires within 24 hours.
No exceptions to this policy will be granted.