Return Policy

Last updated: June 22, 2026

1. Our Fulfillment Model

Zora products are fulfilled through a third-party supplier. Because items are made and shipped on demand, our return and refund options are subject to shipper's (supplier's) guidelines, but we're committed to making things right when issues arise.

2. Damaged or Defective Items

If your order arrives damaged or defective, contact us within 30 days of delivery with:

  • Clear photos or a video showing the damage
  • Your order number

We'll work with our supplier to get you a full refund or replacement depending on the situation. Partial damage (excluding minor cosmetic issues like slight wrinkles or small scratches) may qualify for a partial refund or replacement.

3. Wrong or Missing Items

If you received the wrong item or something is missing from your order, contact us within 30 days of delivery. We'll arrange a full refund or resend at no cost to you.

4. Non-Delivery

If your tracking shows your package is stuck, expired, or hasn't arrived:

  • US orders: Contact us if there's no delivery 45 days after your ship date
  • We'll investigate and work toward a resolution

If tracking shows "delivered" but you didn't receive it, we'll open an investigation — note this can take 1–2 months and outcomes depend on carrier findings.

5. Returns

We accept returns within 7 days of delivery for items with no quality issues, however:

  • Return shipping costs are the customer's responsibility
  • Items must be unused, in original packaging with all tags and accessories
  • A return authorization must be requested before shipping anything back — email us first

For defective items, a return may still be required before a refund is issued.

6. Order Cancellations

Orders can be canceled before processing begins. Once an order has been sent to our supplier for fulfillment, it cannot be canceled or modified — this includes all print-on-demand and custom items.

7. What We Don't Cover

We're unable to offer refunds or replacements for:

  • Packages undelivered due to an incorrect address provided at checkout
  • Packages unclaimed at the post office
  • Delays or damage caused by customs, natural disasters, or other force majeure events
  • Disputes opened more than 30 days after delivery confirmation

8. Contact

Send us an e-mail at: zorasupport@zorashop.us