Return and Exchange Policy

Our goal at Zack & Gio is to make sure every customer is happy with whatever they buy. We have a flexible return and exchange policy because we recognize that, occasionally, things may not live up to your expectations and make the procedure simple and hassle-free. 

• General Return Policy

Within 30 days of receiving your order, you can return or exchange your products if you’re not happy with your purchase. Items must be in their original, undamaged state, with all tags and packing still attached, in order to be returned. We won’t accept items that have been worn out, damaged, or altered. 

How to Initiate a Return: To start a return, send an email to [customer service email] with your order number and the reason for the return. After your return is approved, we will give you instructions on how to send the item back to us. Before returning an item, please make sure it has been approved since it might not be handled otherwise. 

• Refund Process

We will let you know whether your refund has been approved or denied as soon as we receive and review the returned item. Within five to seven business days, if accepted, a refund will be handled and a credit will be automatically credited to the original payment method. Please be aware that it can take longer for the refund to appear in your account, depending on your bank or credit card provider. 

Shipping Costs:

• We will pay for return shipping if the return is the result of an error on our part (e.g., the wrong item or a defective product). In other circumstances, the buyer is liable for the cost of return postage.
• Unless there was an error on our end, the original shipping costs are not refundable.

• Exchanges

You have the same 30-day return window if you would like to swap your item for a different size, color, or product. Exchanges are subject to product availability. Therefore, we recommend reaching out to us at [customer service email] to ensure that the item you want is in stock before returning your original purchase. 

How to Process an Exchange:

1. Make an exchange request by contacting our customer service department. Kindly mention your order number, the item you want to return, and the specifics of the item (size, color, or product) that you would want to receive in exchange.
2. Send the original item back to us using the given instructions as soon as we accept the exchange.
3. We will send you the new item after we receive and review your returned item. We will either charge or reimburse the difference if the new item is worth more than the original. 

Shipping Fees for Exchanges:

• For domestic exchanges, shipping for the first exchange is free. However, if additional exchanges are needed, the customer will be responsible for subsequent shipping fees.
• International customers are responsible for both return and replacement shipping fees, except in cases where we have made an error or the product is defective.

4. Non-Returnable and Final Sale Items

Certain items are not eligible for return or exchange. These include:

• Final Sale Items: Any items marked as “Final Sale” or “Clearance” cannot be returned or exchanged.
• Personalized or Custom Orders: Custom-made items or personalized orders are non-refundable unless they arrive damaged or defective.
• Underwear and Lingerie: For hygienic reasons, these items are non-returnable, except in cases of damage or defects.

We reserve the right to refuse any return that does not meet our policy requirements. If a returned item is not eligible for a refund or exchange, the customer will be notified, and the item will be returned to the customer at their expense.

5. Damaged or Defective Items

We take quality control seriously, but in rare cases, an item may arrive damaged or defective. If this happens, please contact us at [customer service email] within seven days of receiving your order. We will request photos of the damage or defect and once verified, we will offer a full refund, a replacement, or an exchange.

We may also cover return shipping costs in cases of damaged or defective items. However, if the issue is not reported within the 7-day window, the item may not be eligible for a refund or replacement.

6. Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account or contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done this and still haven’t received your refund, please contact us at [customer service email], and we will assist you further.

7. International Returns & Exchanges

For our international customers, the return process may take a bit longer due to shipping times. International returns must still comply with the 30-day return window. The customer is responsible for the cost of return shipping and any applicable duties or taxes unless the return is due to a defect or error on our part.

For international exchanges, we recommend confirming product availability before sending back your item. International shipping fees are non-refundable, and customers are responsible for any additional fees to receive the exchanged item.

8. How to Contact Us

If you have any questions or need further clarification on our return and exchange policy, feel free to reach out to our customer service team at [customer service email]. We’re happy to assist you!