FAQ

Generally, your order will be shipped out within 1-5 days. However, sometimes it may be delayed for 1-3 days due to some irresistible factor.

Usually, it takes 10-20 days for shipping. However, it varies from countries and shipping methods. For more details, please check the link below.

Link to your shipping information.

Once your order has been shipped, you will receive a shipping confirmation email. You can track your order by the tracking number in the email. If you did not receive the confirmation email, you can contact us via email at hi@zivaloop.com to obtain your order tracking number.

We kindly hope that you like the products you receive. But if not, it is also understandable that you want a refund. You can return the item within 15 days after the package is delivered. 

Conditions:

A.Please make sure that all the item(s) are unworn, unwashed, and in the original packaging with all tags attached. Any items that appear to have been worn, washed, or altered in any way will not qualify for a refund.

B.The original shipping cost (if any) is non-refundable.

C.Please make sure the order is still within the return window.

D.It is not an exchanged order.

Supplement:

A.If your order has been shipped and is still in transit, we cannot request a refund for you, unless your package is deemed lost by us.

B.Please note that ZIVALOOP is not responsible for delivery failures due to negligent actions of customers. Negligent actions include, but not limited to, refusal to ship confirmation and incorrect/incomplete consignee information (e.g. order address, contact number, consignee name). In this case, we cannot request a refund for you.

C.If the order is an exchanged order, you will not be able to request a refund.

How to return?

1. Log in to the Returns Center.

2. Select the item you want to return. Select the reason, Add image.

3. Select a solution.

4. Select the return method, then Submit.

After submitting the return request, you will receive a notification email.

How to ship the item(s) back?

A.We provide you a shipping label: Please log in to the returns center or find the request review email. Download and print out the shipping label. And then pack the items, go to the post office and ship it to our U.S. warehouse / German warehouse.

B.We do not provide you a shipping label: You can choose any carrier. Pack the return items and ship it to our U.S. warehouse / German warehouse. Please do send us the tracking number after you ship the package, which is the key information for us to identify your order. If you do not choose tracking service, please send us your return receipt so that we can match your package in other ways.

Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return.

Where is my refund?

We need 1-7 days to process your package after it is delivered to our warehouse. After we process the package, it may take 7-14 days for your refund to appear on your account, depending on the payment method you used.

A.Paid by Credit or Debit Card: The refund will be credited on your account within 7-14 days. Please contact your card-issuing bank for details on when the refund will be credited on your account.

B.Paid by PayPal: The refund will be credited to your account within 1-7 days.

C.Paid by Store credit payment：The refund will be credited to your account immediately.