FY Zoe is committed to making your shopping experience a success.
If you are not entirely satisfied with your purchase, it is easy to exchange or refund. Simply follow the instructions, and submit a request for return/exchange in your order page and we will try our best to meet your request.
Our customers have the right to return the product within 14 natural days. This term will expire on the 14 natural days of the day the product has been received by the customer.
1) DEFECTIVE PRODUCT OR ORDER
- In the unfortunate event that the product is defective. (It is clearly broken and unusable)
- Product received is totally different from the order. (Requested Product A Received Product B)
A customer has the right to receive a new product depending on product availability. In case the product is not available, the customer will be refunded with a Store Credit for the total amount of the purchase.
2) PRODUCT DOESN'T FIT THE EXPECTATIONS:
- The selected size does not fit the customer's measurements.
You can send back the shoes and exchange for the correct size or choose to accept a partial refund of the value of the product or store credit in exchange for keeping the item, therefore avoiding possible shipping and customs costs.
Please strictly follow the size chart to select the size. Do not select directly according to your habits.
2. Unwanted Items
Unwanted or unopened items returned to fyzoeshoe.com must be in their original packaging. Incomplete returns may be refused or disregarded. Customers are required to bear return shipping fees in cases of unwanted or unopened returns. fyzoeshoe.com will not be responsible if return shipments are lost during return transit.
Once your return is fully processed, we will issue you store credit to your account for use on a future purchase. Store credit never expire, and is redeemable right away!
3) CONDITIONS TO APPLY FOR A CHANGE OR RETURN:
- No refund requests will be accepted after 14 natural days for any reason.
- No refund requests will be accepted before your items are delivered.
- Return shipping costs are the customer's responsibility.
- We'll refund only to the same payment method from where the customer originally pays.
- Refund or Changes will be executed once we receive the original item from the customer as a guarantee.
- Items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return.
- After we sent the refund confirmation to the customer, the refund can take between 7 to 14 business days to be reflected on your account statement.
Coupon discounts, as well as shipping and handling fees from the original shipment to the customer, are not refundable.
FY Zoe reserves the right to apply a 50% restocking fee for Final Sale or stale items.
fyzoeshoe.com reserves the right to change our return policies and/or reject any exchange requests for any reason without prior notice. Should there be any dispute, fyzoeshoe.com decision will be final.
My package is returned to FY Zoe, what should I do?
If your package does not successfully deliver and is sent back to us, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if an address is invalid or missing information and the carrier is unable to deliver your package.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. FY Zoe does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
A customer can cancel an order during the first 60 minutes after purchase. Customer cancellation will be reflected as a refund during the next 48 hours, depend a lot on the customer bank.
An order cannot be canceled after 1 hour. If a customer requests a cancellation, our team will do all possible, however, we are not obligated to do it. On this case, the customer will have to wait to receive the product and make a return under our return policy.
If you have further questions / issues, please don’t hesitate to contact us at firstname.lastname@example.org or chat with us online.