Returns Policy

At ZeneandZoe, we strive to ensure you are delighted with your purchase. However, if something isn’t quite right, we offer a simple return process within 7 days of receiving your order.

How to Return an Item

  1. Package Your Return:
    1. Ensure the item is securely packaged in its original packaging if possible.
    2. Include the completed Return Form in the package.
  2. Book Your Return:
    1. Visit the UPS website to book your return, print a return label, and schedule a pick-up.
    2. Note that each return incurs a fee of $25, which will be deducted from your refund.
  3. Send Your Return:
    1. Attach the printed return label to your package.
    2. Keep the return receipt as proof until your refund is processed.
  4. Confirmation and Refund:
    1. Once we receive your return, we will process it and send you a Return Confirmation email.
    2. Refunds are processed using the same payment method you used for the original purchase.
    3. Please allow up to 14 days for your return to be received and processed.

Return Conditions

  • Eligible Items:
  • Items must be returned clean, unworn, and with all original tags attached.
  • Swimwear must have the hygiene strip in place.
  • Non-returnable Items:
  • Make-up and skincare products cannot be returned due to hygiene reasons.
  • Underwear briefs, bodies, and pierced jewelry cannot be returned unless they are faulty.

In-store and Online Purchases

  • Online Purchases:
  • Items bought online cannot be refunded or exchanged in our physical stores.
  • In-Store Purchases:
  • Items purchased in-store cannot be returned via our online returns service.
  • If you were unable to return an item due to temporary store closures, the return period is extended to 45 days from the reopening of your local store. Please check our store locator for updated opening times.

Repeated Returns

We offer a flexible returns policy to ensure an exceptional shopping experience. However, if we detect a high return rate or purchases intended for resale, we may deactivate your account at our discretion. For account issues, please get in touch with our Customer Care team.

Return Restrictions – Dangerous Goods

Some cosmetics classified as dangerous goods, such as nail polish and certain perfumes, have specific return requirements due to transportation restrictions. Please follow these steps if you need to return such items:

  1. Proper Packaging:
    1. Pack the product in a box with the LQ Dangerous Goods label attached.
    2. Fill the box with paper or filler to secure the product.
  2. Labeling:
    1. If using a different box, print a new LQ Dangerous goods label if needed.
    2. Remove the LQ Dangerous Goods label if returning items that do not contain flammable substances.

Replacement Returns Note/Label

If you need a replacement returns note, please visit our website. For a returns label, go to the UPS website.

Need Further Assistance?

For more information, visit our FAQ page or contact our Customer Service.

We appreciate your understanding and cooperation with our return policy. Your satisfaction is our priority at zeneandzoe.com