Refund policy

Thank you for shopping with ZOE. Here's exactly how returns, refunds, and replacements work.

1. Change-of-Mind Returns

Because ZOE items are currently produced and shipped to order through our fulfillment partner, we're not able to accept returns for reasons like an incorrect size, a change of mind, or "didn't like it once it arrived." There is no supplier warehouse able to receive returned goods, so we ask that you review our size guide and product details carefully before ordering.

This is standard for how small, story-driven brands like ours are able to launch without huge upfront inventory costs, and it's something we're planning to change for our best-selling pieces over time.

2. Damaged, Defective, or Incorrect Items — Fully Covered

Zoeder values customer satisfaction, and we want to deliver the highest quality possible to all our customers. If your item arrives damaged, defective, or isn't what you ordered, we'll make it right at no cost to you.

Contact us within 7 days of delivery at sales@zoefashion.ca.
Please ensure that you have your full name, address and order number so that we have all the correct details to process your return/exchange.
You do not need to ship anything back to us; just send the photo evidence described above.
Once confirmed, we'll send a free replacement or issue a full refund to your original payment method, your choice.
Refunds are typically processed within 5–10 business days of approval; your bank or card provider may take a little longer to post it to your account.

3. Order Issues (Wrong Address, Missing Package, etc.)

If your order hasn't arrived, shows as delivered but you never received it, or was shipped to the wrong address due to an error on our end, contact us as soon as possible, and we'll work with you to resolve it, including a reship or refund where appropriate.

4. Cancellations

Because orders begin processing quickly once placed, we can only cancel or change an order within a short window after purchase. Contact us immediately at sales@zoefashion.ca if you need to change or cancel an order, and we'll do our best, but can't guarantee a change once it's already in production or has shipped.

5. Sizing — Please Check Before You Buy

Since we can't currently accept size-related returns, our size guide is the best tool we have to make sure your order fits the first time. If you're between sizes or unsure, email us before ordering, as we're happy to help.