Refund policy
We offer a 15-day return window, which begins the day you receive your item.
Return Eligibility
To qualify for a return: Your merchandise must arrive back in brand-new, unworn/unused condition, with all original tags, shoe box and factory packaging intact. Scuffs, stains or wear damage will void your return eligibility. You are also required to provide your order number or proof of purchase.
How to Request a Return
Initiate your return by emailing business@zoooi.com with your order number and return reason. Once your request is approved, we will send full return shipping instructions and our US-based return address. Any items sent back without prior written approval will be refused and shipped back at your cost. All return-related inquiries can be sent to business@zoooi.com.
Return Shipping Fee Policy (US FTC Required Disclosure)
-Personal preference returns (wrong size, dislike style, changed mind): You cover all return shipping fees; free return labels are not provided.
-Defective/damaged/wrong item orders: We cover all return shipping costs and supply a prepaid US shipping label for you.
Damages & Wrong Item Issues
Please inspect your package right after delivery. If your shoes are defective, broken or incorrect, contact us within 48 hours with clear unboxing photos/videos. We will resolve your issue with one of the following options: full refund, free replacement shipment or store credit discount. For severely damaged items that cannot be shipped back, we may approve a full refund without requiring you to send the item back.
Exchanges
The fastest solution for size/style changes is to submit a return for your current pair. Once we receive and process your returned item, you may place a brand-new separate order for the style/size you want. If you wish to reserve stock for exchange, note this request in your initial return email, and our team will assist you.
Refund Processing Timeline
After we receive and inspect your returned merchandise, we will email you to confirm if your refund has been authorized. If approved, funds will automatically be refunded to your original payment method within 10 business days. Please note banks and credit card issuers often add extra processing time before funds post to your account. If more than 15 business days pass after refund approval with no funds received, reach out to us at business@zoooi.com for follow-up support.
Non-Returnable Final Sale Items
Custom printed/engraved footwear, limited-edition exclusive releases and clearance bundle items are marked Final Sale. These items cannot be returned or exchanged unless they arrive with factory defects.