Return, Exchange, and Refund Policy at Zoom Boutique
At Zoom Boutique, we are committed to providing our customers with an exceptional shopping experience. We understand that sometimes a return or exchange may be necessary, whether due to size, fit, or other reasons. Our goal is to make the return, exchange, and refund process as simple and transparent as possible. To ensure clarity and smooth transactions, please read through our policy below to understand how returns, exchanges, and refunds work at Zoom Boutique.
1) Can I Exchange Items?
Yes, you can exchange an item if it does not meet your expectations. If you’d like to exchange an item, please contact us within 48 hours of receiving the product and initiate the return process. All returned items for exchange must be in original condition—unworn, unwashed, and with all tags still attached—within 14 days of receiving the item.
Please note that if the new item you’re exchanging for costs more than the original item, you will need to pay the difference. If the new product is priced lower, we will issue a store credit for the difference. To ensure a smooth exchange process, please contact us in advance for assistance with your exchange request.
Discounted items are not eligible for exchanges. To minimize the chances of needing a return or exchange, we highly recommend reviewing our size charts or reaching out to our customer support team for guidance before making your purchase.
2) What should I do if my package is damaged or has a manufacturing defect?
We take the utmost care in packing all orders to prevent damage during transit. If you receive a damaged or defective product, contact us within 48 hours. Kindly inspect the contents immediately upon delivery to ensure they are in good condition.
- Reports of defects made within 48 hours qualify for a complimentary replacement.
- Claims made after 48 hours but within one week are still eligible for a replacement, though you will need to cover round-trip shipping fees.
- Issues reported more than a week after delivery cannot be addressed.
3) Where do I send back the items?
To initiate a return request or exchange, click the “Return” option on the Zoom Boutique homepage and follow the instructions.
4) Who covers the shipping fees for sending back or exchanges?
Customers are responsible for covering the shipping costs to send items back to us and for any additional shipping charges related to exchanges.
If there was an error on our part (e.g., incorrect or damaged items sent), we will cover the sending back shipping fees at a flat rate of $10 for customers in the UK or US. For cases of failed delivery caused by an incorrect address or the recipient being unavailable, any reshipping costs will be charged to the customer.
Items should be returned within 7 days of receiving a prepaid label. Failure to do so may result in cancellation of the return or exchange request.
5) Can I return items for a refund?
Refunds are granted based on the discretion of Zoom Boutique’s management.
While we aim to accommodate most refund requests, the following items are non-returnable:
- Custom-made clothing
- Undergarments
- Discounted, sale, or bargain products
- Goods received more than 7 days ago
- Items damaged through improper use or care
Return requests must be made within 7 days of receiving your order, accompanied by photos for verification. Approved returns may incur a 10% restocking fee (not exceeding $50). Shipping fees are non-refundable unless the item was sent incorrectly or arrived defective.
Please note that we do not offer lenient return policies for reasons such as “not suitable” or simply having a change of mind. Please ensure your decision before placing an order.
While we cannot accommodate every return or exchange, we value you and will always be reasonable. We ask that you do the same.
Simply request to us and upload the item photos within 7 days when you receive the goods. If we don’t receive the photos within 7 days, return will be closed. After your request approved, please dispatch your post within 7 days, If you need to extend dispatch time, please contact us within 7 days after receiving this message. If in 7 days we don’t receive your return tracking code nor extend request, the return or exchange request will be closed.
* For defected discounted and sales items, we offer free return for exchange but no refund.
* Please note: A 10% restocking fee, not to exceed $50, will be applied for all returns. Initial shipping (flat rate 10$ for all free shipping in UK and US, 30$ for all free shipping in overseas countries which is not UK or US) and other fees incurred are non-refundable. The free postage only applies to buyers who keep the item. Free return shipping is only available to customers within the United States who are returning an item due to a product issue, such as defect or incorrect item. In such cases, we will provide a prepaid return label. For all international returns, including those due to product issues, return shipping must be arranged and paid by the customer upfront. However if the return is caused by a confirmed product issue, we are happy to offer partial reimbursement for the return shipping cost upon receipt of valid documentation. (e.g. shipping receipt, supporting documents from a third party source, confirming a substantial issue with the item).
6) How can I cancel an order?
Orders may be canceled anytime before they are loaded. Once the package is loaded or in transit, cancellations cannot be processed. Custom-made orders cannot be canceled after payment is completed.
If cancellation occurs before shipment, a refund will be issued minus a 7.5% payment processing fee.
7) What happens if I deny delivery of an economy-shipped package?
Free economy shipments that are denied or not collected will be returned to our logistics partner and treated as unrecognized mail. Unfortunately, this means we cannot issue refunds for these packages.
8) What if I entered the wrong shipping details?
Please verify your address before completing your order. If an incorrect address is provided, we cannot take responsibility for the loss. If the package is returned to us due to incorrect details, we can arrange reshipping, but additional shipping charges will apply.
9) How can I track my shipment?
Once your order is processed, you will receive tracking details via email or fax within 3-4 business days. Use this information to monitor your package on our Order Tracking page, 17track, or via your Zoom Boutique account.
Final Notes
We aim to create a hassle-free shopping experience and are here to assist you with any concerns. By following these guidelines, we can ensure smooth returns, exchanges, and refunds. If you have any questions, don’t hesitate to contact us.
All transactions are governed by the laws of United States. By placing an order, you agree to be bound by these terms and our store policies.