FAQ / About Us
FAQ
Merch orders cannot be modified after they are placed. Merch order will have to be canceled. Cancellation must be submitted within 12 hours of order otherwise, it cannot be canceled.
All orders are non-refundable after the 12 hour window. Please double check your order's size and color before completing your purchase.
When should I expect to receive my order?
Typically, Merch products will be fulfilled in 7-10 days. However, please allow 3 to 6 weeks for some products inventory can be limited. You will receive an email with your tracking information when it has been shipped out.
How long does Merch take to ship after fulfillment?
Shipping usually takes the following time once fulfilled:
USA: 3-5 business days
Canada: 5-10 business days
International: 10-20 business days
Do you ship internationally?
www.thezoestore.com ships Merch worldwide to all countries except Cuba, Iran and North Korea. Some of the other items that are not Merch are US shipping only.
What are your International Shipping Fees?
International shipments may incur customs fees. Policies and rates vary per country, and the fee is usually based on a variety of factors including but not limited to weight, value, and or size. We do not charge in advance for customs fees since it varies for each country. You are responsible for pay the customs fees for your merchandise.
The order never arrived?
If your order didn't end up arriving, be sure to let us know!
First, check your shipping confirmation and make sure you entered the correct address. If the address was incorrect, we'd be happy to send you another order to the correct address, though it will have to be at your cost.
How do I begin the process of returning my order for a refund or an exchange?
All Merch sales are final. Please double check your order's size and color before placing it. Please contact us by filling out the contact us form at the bottom of the home page. If you need to cancel your order you must notify us within 12 hours of placing your order. Once the order goes into production, it is final.
If there is an issue with quality or you received the wrong item please send us a message in the contact us form at the bottom of the home page. Please include your order number. The request must be made within 30 days of receiving your item.
How long will it take for me to get a refund on my canceled order?
Please allow 3-5 business days for your item to be processed. Refunds typically take 2-3 business days to appear in your account once they’ve been processed, but can occasionally take up to 5 business days.
Damaged, incorrect, or incomplete orders. What do I do if my order arrived damaged, incorrect, or incomplete?
If your item arrived damaged, or you received an incorrect item, we’ll need photos to verify the damage and/or to confirm which incorrect item was shipped. This helps us understand what went wrong, and helps to make sure we prevent similar issues for you and other customers in the future. We are only able to process a refund or exchange for damaged and/or incorrect items within 30 days from the date you received the order.
Once we receive the photos, we’ll issue a return label to you via email. Once the affected item is shipped back to our warehouse, we’ll ship you a replacement. Please reach out to our team right away by filling out the contact us form on the bottom of the www.thezoestore.com home page. We’ll resolve your issue as soon as possible!
We are not responsible for any damages to any merchandise once the item has been worn, used, or washed.
What if the item I ordered arrives and it doesn’t look like the photo on the store?
Often times the images used on the store are digital mock-ups of what the product is intended to look like. This will typically vary once the product is created and shipped out.
Feel free to reach out to our team if you feel that the product you received differs greatly from the digital mock-up on the store. Be sure to send a photo or two so our team can see the difference to better help you.
About Us:
We are a 3rd party that manages www.TheZoeStore.com on behalf of Zoe Laverne. This is Zoe Laverne's official merch store. If you find the same item on another store, it is a counterfeit.
For additional information about sizing or quality please reach out to us via e-mail:
info@thezoestore.com
Phone number: 281-710-9131
Business mailing address is:
1502 Augusta Drive #320
Houston, TX 77057
Products are not made here, they come from our fulfillment partners. Each item is printed when ordered.