Refund policy

We have a 24 hour refund and cancellation policy, which means you have 24 hours after placing your order to request a return. Please note a 25% administration fee will be taken from the original total to account for any administration and transaction fees. 

To start a refund or cancellation, you can contact us at hello@zophienucara.com. If your refund is accepted and within the window of refunds and cancellations, we will send you further instructions about the processing times for the refund. 

You can always contact us for any questions at hello@zophienucara.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Our items are shipped through a third-party provider, and we will be in touch to ensure that we can make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like our custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Due to the nature of our business, we do not offer exchanges. If it is within the 24 hour refund or cancellation window, once the refund is accepted and processed please make a separate purchase for the new item. 

Refunds/Cancellation
We will only process refunds within 24 hours of the purchase of the item. Please note a 25% administration fee will be taken from the original total to account for any administration and transaction fees. Once approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.