Please allow 3-5 business days to process your order/s excluding weekends and US holidays. You will receive an e-mail when your order is processed and ready to ship. Note that delivery time is different from the processing time.

Standard shipping takes about 5-7 business days to be delivered.

Please allow longer processing time (7-9 business days) during Black Friday and the holiday season.

Made to Order/ Customs/ Palaka:

Made to order items have their own estimated processing times listed on the product description. Please make sure that the timeframes listed corresponds to your needs as we DO NOT accept cancellations or returns on MTO products.

Pre-orders:
Pre-order cutoffs and estimated delivery dates are listed on the product description of each product and collection. Please make sure you read the description carefully. When ordering pre-order items, you agree that unexpected delays may occur that is out of our hands.

Domestic Shipping: We are proud to offer shipping to all of United States including military addresses.

Standard Shipping: 5-7 business days

*We currently do not offer Expedited Shipping but you can email us and request if needed.

International Shipping: Please view rates at checkout. Duties and taxes are solely handled by the buyer unless otherwise stated. Please reach out if you have any questions.

-

To ensure that you receive your package within the advertised time frames, ensure that you have entered the correct address and filled out the required information. It is important that you ensure you have provided the correct address as we are not responsible for lost, misplaced, and incorrectly delivered items.

We offer pickup in Ewa Beach, Hawai'i. Please note that you will receive a confirmation message when your order is ready for pickup.

Price Adjustment Policy

At Zoe Jay, we strive to offer competitive prices and exceptional value. However, we do not offer price adjustments on purchases. This policy applies to:

• Items that go on sale after your purchase.
• Promotions or discounts introduced after your order is placed.

We encourage you to take advantage of our current promotions and discounts at the time of your purchase.

We would also like invite you to our Facebook VIP Group to unlock deals and be notified of future promotions and drops.

If you have any questions about our pricing or promotions, feel free to reach out to our customer support team at info@zoejay.com.

If your order contains item/s that are out of stock, we will ship the rest of your order and we will give you store credit for the out of stock items. However, we strive to give the best customer service and we try to make things right and offer alternatives before shipping your order.

If you qualified for free shipping with those items, your shipping fee will not be affected.

Return Policy

General Return Policy
We have a 14-day return policy, meaning you have 14 days from the date of delivery to request a return.

To be eligible for a return:
- The item must be in the same condition as when you received it: unworn, unused, with tags, and in its original packaging.

-You must provide a receipt or proof of purchase or an order number.

-All return postage are paid for by the buyer.

To initiate a return, contact us at info@zoejay.com.

If your return is accepted, we will provide detailed instructions on how and where to send your package. Please note that items sent back without first requesting a return will not be accepted.

For any questions about returns, feel free to contact us at info@zoejay.com.

---

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work to resolve it promptly.

For handmade items that arrive damaged, contact us right away. Please note, we do not accept returns for undamaged handmade items or for reasons of buyer’s remorse, as these items are made to order.

---

Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Custom products (e.g., special orders or personalized items)
- Swimwear
- Seasonal items
- Korean pre-order items
- Clearance items
- Gift cards
- Handmade items

If you have any concerns about your specific item, please reach out to us.

---

Exchanges
The fastest way to get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return. If your return is approved, a refund will be issued to your original payment method within 10 business days.

Please note, it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, contact us at info@zoejay.com.