Our gift arrived damaged. What should we do?

We're so sorry to hear that your gift arrived damaged. Not to worry, we're always happy to send you a replacement or refund your account in Zola credits.

To request a replacement/refund for a damaged item in your account, follow these steps:

  1. Head on over to your Gift Tracker page or your Orders Placed page

  2. Find your gift and click the Return button next to the item you need to replace

  3. Choose your return reason (in this case: Item Arrived Damaged) screen_shot_2022-05-10_at_1.50.16_pm.png

  4. Add at least one photo of the damaged item, photos of the packaging the damaged item came in, and a brief description of the damage. If only one piece of a set arrived damaged (ex: one cup of a set of six) let us know the quantity of damaged pieces in your note!

And that's it! If we need the damaged item back, we’ll email you a prepaid label in 1-3 business days. You’ll also receive another email from us in 5-10 business days with a tracking number for your replacement order.

Note: If you are not seeing the "return" option in your account the item may be 1) outside our 90 day return window or 2) set up as a Surprise Gift and still hidden. In that case just reach out to our support team and they can help you submit the return request ASAP.

You can learn more about our return policy for damaged items here.

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Questions in this section