return & refund policy
every detail matters. if there is a real issue with your order, we will resolve it with care, fairness and transparency.
return window
you may request a return within 14 days of delivery, provided the item is returned in original condition: unworn, unused, and with all original packaging and accessories included.
how to start a return
to initiate a return, please email help@zoxeyewear.com within 14 days of delivery. include your order number, the reason for the return, and clear photos and videos of the item.
returns submitted without prior approval or without proper visual proof may not be accepted.
conditions for return
- returns due to personal preference (such as size, fit, or style) are eligible only for store credit or exchange
- only items with confirmed manufacturing defects or incorrect deliveries are eligible for a monetary refund
- products must be returned unused, in original condition, with all packaging and accessories intact
- returns sent without approval or outside the return window may not be processed
exchanges
to exchange an item for a different color or style, please contact help@zoxeyewear.com.
exchanges are subject to product availability and must meet the same return conditions listed above.
return shipping
return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
we strongly recommend using a trackable shipping service, as we are not responsible for lost or untracked returns.
non-returnable items
- gift cards
- products received free of charge as part of promotional offers
- items showing signs of wear, misuse, or damage caused after delivery
complimentary items included in promotional bundles are not eligible for return, refund, or store credit.
refund eligibility
- refunds are issued only for items with confirmed manufacturing defects or incorrect deliveries
- returns due to personal preference are eligible only for store credit or exchange
- all returned items must be inspected and approved by our team before a refund is processed
refund process
once we receive and inspect your return, you will be notified by email.
if approved, your refund will be issued to the original payment method.
processing times are typically 5 to 10 business days, depending on your bank or payment provider.
refund method
approved refunds are always issued to the original payment method.
if the original payment method is no longer available, store credit may be issued instead, except for klarna purchases.
if you have any questions regarding returns or refunds, please contact us at help@zoxeyewear.com.