At Zoe Hikes, we want you to be completely satisfied with your purchase. If you are not fully happy with your order, we’re here to help with clear and simple return and refund options.
Returns
You may request a return within 7 days of receiving your order.
To be eligible for a return:
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The item must be unused, in its original packaging, and in the same condition that you received it.
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Return requests must be made within 7 calendar days of delivery.
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You must provide proof of purchase (such as your order confirmation or receipt).
To initiate a return, please contact our support team at [email protected] with the subject line “Return Request – [Your Order Number]”. Our team will respond within 24-48 business hours with instructions on how to proceed.
Return Shipping
Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method to ensure your item is returned safely.
Refunds
Once your returned item is received and inspected, we will notify you via email. If the return is approved:
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Your refund will be processed within 5-7 business days.
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Refunds are issued to the original form of payment (if applicable), or coordinated as a manual cash return if needed.
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You will receive a confirmation once the refund has been issued.
Non-Returnable Items
Please note that the following items are not eligible for return or refund:
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Items marked as final sale or clearance
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Used or damaged products not due to shipping or handling
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Items returned without original packaging
Order Issues or Damaged Items
If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery with clear photos and details at [email protected]. We will prioritize resolving the issue either with a replacement or full refund.
Late or Missing Refunds
If you haven’t received your refund within the expected time frame:
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Double-check your bank account or payment method.
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Contact your bank or payment provider—it may take some time before your refund is officially posted.
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If you’ve done all of the above and still have not received your refund, please contact us at [email protected].
Need Help?
If you have any questions about your return or refund, our team is happy to help. Contact us at [email protected].