How to Start a Return or Refund
Returns and refunds are handled by the merchant from whom you originally purchased your items, not by Zip. Please contact the store or retailer directly to start the refund process.
When you contact them, make sure to have your original order number handy. You can usually find this in the confirmation email you received when you placed the order, or you can check under your order details in your Zip account
Please be aware: Purchases made through Zip are subject to a finance charge per installment.
I want to return part of my order
Returns will always depend on the merchant's specific return policy, which you can generally find on their website. If you return an order and the merchant processes a refund to us, we will automatically adjust your payment schedule within 13 days of receiving the funds from the merchant.
My goods have not arrived or have arrived damaged
Please contact the merchant directly about any issues involving the delivery or condition of your goods. You can usually find the merchant's contact information in the “contact us” section of their website.
I am still being charged when I have returned the goods
Once you initiate a return, it can take a few days for the merchant to process the return and issue your refund. This is especially true when you have returned your goods by mail rather than returning them in store. So be patient! Those funds are coming your way soon.
Once the merchant issues the refund, it can take a few business days for us to receive those funds. Once we’ve received the funds, it can take up to 13 days for us to adjust your payment plan. Please note that our support team cannot speed up this refund timeline.