Frequently Asked Questions
Shipping
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.
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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.
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Shipping Exceptions for Olli Ella Dolls & Toys
Please note that Olli Ella dolls and toys are excluded from our standard shipping rates due to their larger size and dimensional weight. These items may incur a higher shipping fee if your order does not meet the free shipping threshold. Any additional shipping costs will be calculated and displayed at checkout.
Pickup
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
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.
Out of Stock Items
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 and Exchange Policy
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.
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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.
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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.
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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.
Refunds
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.
Korean Pre-orders
Important Information
All items are NOT on hand. This means that all items unless otherwise stated under the description as "in-stock" or options for in stock shipment, will come directly from our warehouse in Korea and have to be shipped to us.
In hopes to offer a wider range of selection of Korean items, we are now offering this service. Thousands of products are released every season and as our customer base widens, we have decided to take this route.
How it works
After orders are placed, we secure the product from the vendor. If an item is on backorder, we will notify you as soon as possible. Once orders are processed, cancellations for backorders are no longer possible.
We will NOT cancel orders that have backorders or out of stock. However, you can choose for a replacement for the out of stock or backordered item.
How to order
A minimum of 3 items is needed to proceed to checkout in this section. This is to minimize shipping costs so we can provide a better price to our customers.
Once your order processes, you will be notified. Any backorders or out of stock items will be noted.
Availability
Please allow 2-3 business days for your order to be confirmed. This is to ensure that the vendor has the item in stock.
Shipping
If your order includes a Korean pre-order, your orders will not ship until everything is ready to ship. Kindly place a separate order if you'd like for in stock items to ship out first. You can also contact us at any given time from the time you have placed the order until your Korean orders are ready if you'd like your in stock items to ship. You will be billed for shipping fees incurred.
Shipping from the warehouse to Koreas takes 4-5 business days. And standard shipping times will be followed.
Returns, Refunds and Cancellations
Absolutely no cancellations from this section. We order stock based on customer's order. So we kindly ask you to read the terms and conditions before placing an order.