RETURN AND EXCHANGE
Whether you purchased your items online or in-store, you can return them in person or via post for a refund or exchange by complying with the following conditions.
Holiday policy: Exchange or refund until January 14th , 2024 with receipt and the original packaging. No exchanges and refunds on December 26th, 2023.
In store purchases: Items purchased in-store can be returned in-person to any of our store locations for a refund or exchange within 20 days following the purchase date. Proof of purchase and the item's original packaging are required. Refunds are provided in consideration of the original method of payment. Items reduced to -40% or more are a final sale.
Online purchases: Refund or exchange of items within 20 days following the receipt of your order. Proof of purchase and original packaging are required. Refunds are provided in consideration of original method of payment. Items reduced to -40% or more are a final sale. Purchases can be returned in person at any store location. Upon receipt of returned products, refunds will be issued to the credit card charged by Zone. Please note that shipping costs are not refundable. For any return, a customer service associate will be happy to guide you through the steps.
In the case of a delivery or shipment, the original delivery fees are not refundable.
In the case of a special order (item not available in stock) in store or via our website, the sale is finale.
If an extension of the return period is required, please do not hesitate to contact customer service so that we may assist you in finding a solution.
ORIGINAL CONDITION REQUIRED
Returned products must be in the same condition as when they were originally delivered or purchased in store, as well as in their original packaging. If you are uncertain about the condition of the item you would like to return, please contact customer service as soon as possible.
PROOF OF PURCHASE
Valid proofs of purchase include invoices or point of sale receipts as well as duplicates of said receipts. A gift receipt is a proof of purchase with which you may obtain an exchange or a store credit but not a refund. Please do not hesitate to contact customer service with any concerns or in regards to any special circumstances.
ZONE will incur delivery fees in cases where the products you have ordered are delivered damaged, defective or with error. In all other cases, you are responsible for any fees related to the shipping, handling and packaging necessary to return an item.
To proceed with the shipping of a return, please contact customer service. A customer service associate will address the situation and guide you through the steps to follow.
RETURN OF ITEMS PURCHASED WITH A GIFT CARD
Upon the return of an item purchased using a gift card, a store credit will be issued. This store credit can be applied to your next purchase online or in store.
CONDITIONS OF STORE CREDITS AND GIFT CARDS
Store credits and gift cards are valid online or at any of our store locations. For online purchases, orders using a store credit or gift card will be accepted upon receipt of the original voucher. Store credits and gift cards cannot be exchanged for cash. Gift cards are valid for life. Store credits are valid for two years.
ORDER CHANGES AND CANCELLATIONS
You may cancel your order at any time before it has been processed by contacting customer service. However, once the order has been shipped, it is no longer possible to cancel the order. Please refer to the «Returns» section on this page for details on how to proceed for a return.