Return & Refund
Our mission is to prioritize customers above all else, with customer experience being our top priority. We strive to provide ACE-level service.
Returns and Exchanges are accepted within 30 days of the purchase date. To initiate the return or exchange process, please carefully read and follow the guidelines outlined below.
- Eligibility for Return and Exchange:
- To be eligible for a return or exchange, the item must be in its original condition, with all tags attached and undamaged.
- The item must not have been washed, altered, or used in any way.
Returns are not accepted under the following circumstances:
1. Items returned in unacceptable condition (e.g., without tags, worn, altered, washed, or damaged)
2. Products with a perfume scent or hair on them
3. Multiple units of the same product (≥2 pieces) purchased in different sizes or colors
- Return and Exchange Process:
- Please contact our customer service team through two methods:
2.1 Click on the Chat Icon in the bottom right corner of our website.
2.2 Email our customer service at service@zoeaura.com.
Please make sure to include your order number, specific products for return, and the corresponding reason for refund. If possible attach clear pictures of any product issues to help us quickly understand your order. We promise to reply within 24 hours.
- Refunds and Exchanges:
- Once we receive the returned item and verify its eligibility, we will process the refund or exchange within a reasonable timeframe.
- Refunds will be issued to the original payment method used for the purchase.
If the refund exceeds the accepted time frame for payment methods such as PayPal and credit cards (e.g., PayPal only accepts refunds within 180 days), the refund will be issued in the form of Coupon.
Return Address:
For domestic US orders, we offer a Free Return Label service once, no questions asked. Any subsequent returns will be subject to the specific circumstances of each order, we will determine whether a return is necessary after communicating with our customers.
| Return Reason | Refund Amount | Return Postage Responsible Owner |
| Item Issue （Photo/Proof is Required） |
Full Refund = item price + shipping fee |
Not all cases require you to return the goods. If a return is necessary, we will provide Free Return Label |
| Customer Personal Reason(Used First Return) |
Final Refund = Item price only (exclusive the shipping fee)-Paid Label Fee |
Paid Label at USD 5 per Returned item (Special Evening Series: USD 15 per item). |
For orders outside the US, we don't currently offer Return Label services. The specific return rules still follow the details outlined above, but without the return label service. For returns due to Customer personal reasons, customers need to cover the shipping costs to send the items back to our overseas warehouse.