Refund policy
At ZOOV New YORK, we believe finding your perfect fit should feel effortless.
If something isn't quite right with your order, we're here to help. We offer return and exchange options for eligible online purchases requested within 30 days of delivery, subject to the conditions below.
To get started, contact our customer care team at: support@zoovnewyork.com with your order number.
A little fit advice goes a long way.
Before requesting a return, our team is happy to help you find the right size, explore another fit or choose an alternative style. Sometimes a simple size adjustment makes all the difference.
Please note that certain apparel products are subject to additional hygiene requirements.
Your Options
Our return and exchange periods begin on the date your order is delivered.
1. Complimentary Size Exchange
Available within 30 days of delivery.
Ordered the wrong size? We'd love to help you find the right one.
For eligible items, ZOOV offers a complimentary replacement in an alternative size, subject to availability.
The best part? You may keep your original item.
There's no need to arrange a return shipment when our customer care team approves a keep-the-original exchange.
You're welcome to pass the original item along to a friend, family member or local charity.
This helps reduce unnecessary shipping while giving your item a second home.
Please note:
Exchanges are subject to product availability.
Complimentary keep-the-original exchanges are limited to one replacement per eligible order.
If your preferred size is unavailable, our team can help you explore store credit or an eligible refund.
This service is separate from your statutory rights.
2. Store Credit
Available within 30 days of delivery.
If you'd prefer to choose something different, you can request store credit for an eligible return.
Once your returned item has been received and approved, we'll issue store credit equal to the amount you actually paid for the returned item.
Your credit:
Is valid for 12 months from the issue date.
Can be used toward another purchase at ZOOV New York.
Applies to eligible products throughout our store.
Store credit is issued after the return has been received and approved, unless our team confirms an alternative arrangement.
3. Refund to Your Original Payment Method
Request within 14 days of delivery.
If you'd prefer a refund, you can request one within 14 days of receiving your order.
For eligible returns, we'll refund the amount paid for the returned products to your original payment method.
The item must be returned in accordance with our return instructions.
For customers covered by statutory cancellation rights, those rights always take priority over our voluntary return conditions.
Days 15–30
After the initial 14-day period, eligible customers may request:
A complimentary size exchange.
Store credit.
Refunds outside the initial 14-day period are considered where required by applicable consumer law or where otherwise approved by ZOOV.
Returning Part of an Order
If you return only part of an order, the refund or store credit will be calculated based on the amount actually paid for the returned products.
For promotional bundles, discounts are allocated proportionally across the qualifying items.
Example: Buy One, Get One Free
If two qualifying items were purchased together for a total of $69, each item represents $34.50 of the promotional purchase value.
Returning one eligible item would therefore result in a refund or credit of $34.50, subject to applicable law and the return conditions.
Returning both eligible items would result in the full promotional purchase value being considered.
This ensures that refunds reflect the actual amount paid rather than the original individual retail prices.
One Complimentary Exchange Per Order
Our complimentary size-exchange service is intended to help customers find their preferred fit without unnecessary return shipping.
We offer one complimentary replacement per eligible order.
Additional voluntary exchanges are not guaranteed.
If a replacement item is still unsuitable, please contact our customer care team to discuss the available options.
This limitation does not affect statutory cancellation rights or remedies for faulty or misdescribed goods.
How Store Credit Works
Store credit is calculated using the actual purchase amount after discounts.
Credit validity: 12 months from the date of issue.
Store credit can be applied toward eligible purchases at ZOOV New York.
Purchases made wholly or partly using store credit may qualify for exchanges under our voluntary exchange policy.
Further voluntary store credit or cash refunds are not automatically available for the portion paid using previously issued promotional store credit.
This does not restrict any refund or cancellation rights provided by applicable law.
Damaged, Defective or Incorrect Items
Every ZOOV order should arrive in the condition you expect.
If your order arrives damaged, defective or incorrect, please contact us as soon as possible, preferably within 30 days of delivery.
Email support@zoovneyyork.com and include:
Your order number.
A clear photograph of the issue.
A photograph of the product.
Photographs of the packaging and shipping label, where available.
Our team will review your request and help arrange an appropriate solution.
Depending on the circumstances and applicable consumer law, this may include a replacement, repair, refund or another appropriate remedy.
For confirmed defective or incorrectly supplied products, ZOOV will cover reasonable return costs where legally required.
Important: Manufacturing defects may still qualify for assistance after 30 days.
Normal wear and tear, accidental damage and damage caused by improper care are not generally considered manufacturing defects.
Nothing in this policy limits your statutory consumer rights.
Conditions of Return
For voluntary returns outside statutory cancellation rights, items must meet our return conditions.
We may request photographs before providing return instructions.
Returned items should be:
In their original condition.
Unwashed and free from damage.
Free from stains, excessive wear, odours and product residue.
Returned with original tags and packaging where reasonably possible.
Accompanied by the relevant order information.
Clothing & Hygiene
For leggings, stretch pants, shapewear and other close-fitting apparel, hygiene is especially important.
Please try garments on carefully and, where appropriate, over underwear.
Items showing signs of prolonged wear, washing, soiling or hygiene-related contamination may not qualify for our voluntary return service.
Footwear
Aspen Winter Clogs and other footwear should be tried on indoors on a clean surface.
For voluntary returns, footwear should not show signs of outdoor wear, significant sole damage or excessive use.
Original packaging should be retained where possible.
Important Exception
These voluntary return conditions do not override statutory cancellation rights.
Where applicable, customers may inspect or try products as reasonably necessary to assess their nature, characteristics and fit.
Excessive handling may result in a lawful deduction for diminished value rather than automatic loss of statutory cancellation rights.
Faulty, defective or misdescribed items are handled separately.
Non-Returnable Items
Under our voluntary return policy, we generally cannot accept:
Items showing significant wear or damage caused after delivery.
Washed or heavily soiled garments.
Products affected by hygiene-related contamination.
Gift cards, except where refunds are required by law.
Items specifically identified as non-returnable where a lawful exception applies.
These exclusions do not affect statutory cancellation rights or legal remedies for faulty goods.
Returns Information by Region
UK Customers
Customers in the United Kingdom are entitled to applicable statutory consumer protections.
For most eligible online purchases, you have the right to cancel within 14 days after receiving your order, without providing a reason.
After notifying us of cancellation, you generally have a further 14 days to send the goods back.
You are responsible for direct return shipping costs for change-of-mind returns, unless we agree otherwise or applicable law requires us to cover them.
Eligible statutory refunds include the original standard delivery charge where applicable.
Our voluntary 30-day exchange and store-credit options are offered in addition to these rights.
European Union Customers
Customers in the European Union benefit from applicable consumer protections, including the statutory right of withdrawal for most eligible online purchases.
You generally have 14 days after delivery to notify us that you wish to withdraw from your purchase.
You then have a further 14 days to return the goods.
Customers are generally responsible for direct return shipping costs for change-of-mind returns where properly disclosed before purchase.
Refunds are processed in accordance with applicable consumer law.
Our voluntary exchange and store-credit options do not replace these rights.
United States & International Customers
Customers outside the UK and EU can request:
Complimentary size exchange: Within 30 days of delivery, subject to eligibility and availability.
Store credit: Within 30 days of delivery for eligible returns.
Refund: Within 14 days of delivery for eligible returns.
Customers are responsible for change-of-mind return shipping costs unless otherwise agreed or required by applicable law.
Any additional consumer protections under local law remain applicable.
Important Return Shipping Instructions
Please do not send returns to the address printed on your original shipping label.
That address may belong to a fulfilment or logistics partner and may not be authorised to process returns.
Instead:
- Email support@zoovnewyork.com with your order number.
- Wait for our team to provide the appropriate return instructions.
- Package your return securely.
- Include your name and order number.
- Use a tracked shipping service where possible.
For voluntary returns, customers are responsible for return shipping costs unless otherwise agreed.
For statutory returns and defective products, applicable consumer law determines the relevant responsibilities.
We recommend retaining proof of postage until your return has been resolved.
Return Processing Times
We aim to make the process as straightforward as possible.
Voluntary physical returns
Once your return arrives at our designated returns facility, please allow up to 10 business days for inspection and processing.
Refunds
Approved refunds are issued to the original payment method.
Depending on your bank or payment provider, funds may take an additional 5 business days to appear.
Statutory refunds will always be processed within the deadlines required by applicable law.
Store credit
Approved store credit is issued after the return has been processed.
Complimentary exchanges
Approved replacement orders are arranged as soon as reasonably possible, subject to stock availability.
Refund Amounts & Currency
Refunds are calculated using the amount actually paid for the eligible returned products, including applicable promotional discounts.
Where required by law, standard outbound delivery charges will also be refunded.
Additional charges for premium or expedited delivery may not be refundable where legally permitted.
If you purchased in a currency different from your payment account's currency, exchange-rate fluctuations or bank conversion fees may affect the amount shown on your statement.
ZOOV does not control exchange rates applied by banks or payment providers.
Need Help?
We're always happy to help you find the right fit or resolve an issue with your order.
ZOOV NEW YORK
Customer Care
support@zoovnewyork.com
Our goal is simple: make every ZOOV purchase feel comfortable, confident and effortless.