How do I start a return?
To get the ball rolling for your return, you'll need to reach out to the merchant from whom you made your original purchase. They're the ones who can give the green light and kickstart the return and refund process on their end.
Can I return all or part of my order?
Great question! The return policy is determined by each individual merchant, not by Zip. We recommend heading to the merchant’s website or reaching out to them directly to learn more about their specific return policy. If the merchant notifies Zip of a refund, we'll be sure to update your Zip payment plan within 13 days of receiving notification from the merchant. (This is Zip’s standard refund timeline and cannot be sped up!)
Check out this article to learn more about refunds through Zip.
My order didn’t arrive or was damaged. Can you help?
We’re sorry to hear that your order never arrived or was damaged upon arrival. We recommend reaching out to the merchant directly if you have any concerns about your delivery or the condition of your order. You can usually find the merchant's contact information in the “Contact Us” section of their website.
I’m still being charged but I returned my order. Help!
We appreciate your patience! Once you make a return, it can take a few days after the merchant has received the return, for them to process the return and issue your refund back to Zip. This is especially true when you have returned your order by mail, rather than making an in-store return. . Once the merchant sends the refunded amount back to Zip, we will automatically update your payment plan within 13 days. Please note that we cannot speed up this refund timeline.
I made a return and received a gift card. Where is my refund from Zip?
A merchant may decide to issue you a refund in the form of a gift card or store credit, instead of refunding your Zip Virtual Card. Please keep in mind that if you receive a gift card or store credit as your refund, your remaining Zip installments are still due.
Do I need to contact Zip about my return?
No need to contact Zip about your return! If the merchant issues your refund back to your Zip Virtual Card, the refund will automatically process through Zip’s system within 13 days of Zip receiving notification from the merchant. This is Zip’s standard refund window and we are unable to speed up this refund timeline. If for any reason this refund does not process automatically during this time, feel free to reach out so we can ensure you’re taken care of.
Do I have the option to let the Zip team know about my return?
If you do wish to inform Zip about your return, the Report a Return button in the Zip app tells us that you have already returned part (or all) of your order to the merchant. Take a look at this article to learn more: How to Report a Return in the Zip app