We're so sorry to hear that your gift arrived damaged. Not to worry, we're always happy to send you a replacement or refund your account in Zola credits.
To request a replacement/refund for a damaged item in your account, follow these steps:
- Head on over to your Gift Tracker page or your Orders Placed page
- Find your gift and click the Return button next to the item you need to replace
- Choose your return reason (in this case: Item Arrived Damaged)
- Add at least one photo of the damaged item, photos of the packaging the damaged item came in, and a brief description of the damage. If only one piece of a set arrived damaged (ex: one cup of a set of six) let us know the quantity of damaged pieces in your note!
And that's it! If we need the damaged item back, we’ll email you a prepaid label in 1-3 business days. You’ll also receive another email from us in 5-10 business days with a tracking number for your replacement order.
Note: If you are not seeing the "return" option in your account the item may be 1) outside our 90 day return window or 2) set up as a Surprise Gift and still hidden. In that case just contact us and we can help you submit the return request ASAP.