Refund policy

We offer a 14‑day return window, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must be:

  • In the same condition you received it

  • Unworn and unwashed

  • Free from marks, scents, or damage

  • With all original tags attached

  • In its original packaging

You’ll also need the receipt or proof of purchase.

How to Start a Return

You can request a return in either of the following ways:

  • Through your customer account on our website using the self‑serve return option, or

  • By contacting us at wearedzoy@gmail.com

If your return is accepted, we’ll send you the return instructions and the return address. Items sent back to us without requesting a return first will not be accepted.

Unless the item arrived damaged or incorrect, customers are responsible for return shipping costs.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

We will evaluate the issue and make it right.


Non‑Returnable Items

We do not accept returns on:

  • Sale items

  • Gift cards

  • Custom or personalised items

  • Items that show signs of wear, washing, or damage

  • Items returned without tags or original packaging

For hygiene reasons, accessories such as beanies may not be eligible for return unless faulty.


Exchanges

If you want a different size or colour, the fastest method is:

  1. Request a return for the item you have

  2. Once the return is accepted, purchase the new item separately

This ensures the item you want doesn’t sell out.


European Union 14‑Day Cooling‑Off Period

If your order is being shipped to the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification.

The item must still meet the same condition requirements listed above.


Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, contact us at wearedzoy@gmail.com.