Refund policy

 

Zola Look – Return & Exchange Policy 

We want you to love your Zola Look pieces! You can check  your order upon delivery and if you need to return or exchange an item, please review our policy below based on your location. 

 

For Orders in Egypt  


Return & Exchange Conditions 

  • Return and exchange requests must be made within 48 hours of receiving the order.

  • Return/Exchange can be done through courier service (customer bears pick up fees of EGP 180 or depending on location) or in person at our showroom (contact our team for appointment and location 01222342000

  • Customers are responsible for the delivery fees associated with returns and exchanges. 

  • Returns & Exchange are accepted in cases where the item is faulty, defective (e.g., manufacturing defect, wrong item received) or a size issue. 

  • Items must be unused, unworn, unwashed, and have all original tags attached. 

3. Refund Process 

  • Refunds are only issued after returned items are inspected and approved. 

  • Refunds will be processed within 2-3 business days after receiving the returned item. 

  • Shipping fees and any additional costs are non-refundable. 

  • If items were paid online, 2% card charges will be deducted from the refund

4. Exchange Process 

  • If the customer wants to exchange an item (different size, color, or product), they can request an exchange within 7 days of receiving the order. 

  • Items must be unused, unworn, unwashed, and have all original tags attached.

  • Exchanges are subject to stock availability. If the desired item is unavailable, store credit may be issued. 

  • Exchange can be done through courier service (customer bears shipping fees of EGP 180) or in person at our showroom (contact our team for appointment and location)

5. How to Initiate a Return or Exchange 

  • Contact our customer support team at “info@zolalook.com}” or via WhatsApp or contact our customer service number +201222342000 with your order number and details of the return/exchange. 

  • Our team will guide you on the return process and arrange for courier pickup. 

  • The customer bears the delivery fees of the return. 

 

For Global Orders 

1. Return & Exchange Conditions 

  • Return and exchange requests must be made within 7 days of receiving the order. 

  • Customers are responsible for the return shipping fees, including any customs duties or taxes. 

  • Returns are only accepted for faulty or defective items (e.g., damaged, incorrect item received). 

  • Items must be unused, unworn, unwashed, and have all original tags attached. 

2. Refund Process 

  • Refunds will be processed within 7-10 business days after the returned item is received and inspected. 

  • Refunds will be issued in the original currency of the store, and any exchange rate differences will be the customer’s responsibility. 

  • Shipping fees, customs duties, and any additional charges are non-refundable. 

3. Exchange Process 

  • Customers can request an exchange within 7 days of receiving the order. 

  • Exchanges are subject to product availability and may require additional shipping fees. 

  • If the desired item is unavailable, store credit will be issued instead. 

4. How to Initiate a Return or Exchange (International Orders) 

  • Email our support team at “info@zolalook.com}” with your order number and reason for return/exchange. 

  • Customers are responsible for arranging return shipping using a trackable shipping service. 

  • Once we receive and inspect the returned item, we will process the refund or exchange. 

 

Important Notes for All Returns & Exchanges 

✅ Items must be returned in original condition (unworn, unwashed, with tags). 
✅ We do not accept returns on sale items, or gift cards. 
✅ If an item is returned in poor condition, we reserve the right to reject the return. 

 

📩 For any inquiries, reach out to our support team at “info@zolalook.com}” or WhatsApp us at [customer service number]. 

We appreciate your trust in Zola Look and strive to offer a smooth and fair return experience! 💙