JACKETS&COATSFAQ
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Return & Refund
1. What items can't be returned?Return & RefundAll item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any item(s) that appear to have been worn, washed, or altered in any way will not qualify for a refund and return.
The following items cannot be returned or exchanged, including swimwear, Lucky Bags, Accessories, Used products,protective equipment, items with non-returnable marks, and free gifts, please contact our Support Center first for the above items if they have issues.
2. How do I submit a return or exchange request?Return & RefundPlease contact our customer service email: Service@zeagoo.com3. Can I return an item purchased with a coupon?Return & RefundPlease note that purchases made with coupons cannot be returned or exchanged.
If you made a purchase with a combination of a coupon and a regular form of payment, only the amount exceeding the coupon value is refundable. .
If you need more help, feel free to contact our Customer Care Team.
4. I've received a damaged or defective item. What should I do?Return & RefundWe take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
Incase you receive a damaged or defective item, please get in touch with us（service@zeagoo.com) and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
5. I received the wrong item. What should I do?Return & RefundWe always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! Incase you receive the wrong item, please get in touch with us（service@zeagoo.com) and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
6. What should I do if my package is missing an item?Return & RefundIf you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team（service@zeagoo.com) so we can look into this for you as quickly as possible
7. I got the wrong size! Can I exchange for a smaller/bigger size?Return & RefundYes! We're happy to help you exchange for the right size within 30 days of the delivery date.
1) Please contact us via email（service@zeagoo.com) to request an exchange. We'll send you exchange instructions within 24 hours.
2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.
3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
4) When we receive your package, we will process your refund as soon as possible.
* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.
8. Where should I send my returns?Return & RefundOnce you submit your request for return, we will send you the return address.
Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.9. When can I expect my refund?Return & RefundOnce we receive your return, please allow 1 to 3 business days to process your returns.
PayPal account refunds: Up to 48 hours
PCredit card refunds: Between 7-14 business days
PFor some debit and credit card refunds to the original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.
10. What happens if a refund goes to a closed/cancelled account?Return & RefundRefunds are credited to the original form of payment. If your bank account has closed since you made the purchase, you will need to contact your bank directly for information on how to receive the funds.
Tips:
1) Before making a purchase, please carefully review your payment information and double-check to make sure it can be used as a valid form of payment.
2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card is closed or canceled, you will need to contact the bank directly for further information.
3) If your card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured
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Order Issue
1. Why didn't I get an email about my order being shipped?Order IssueNormally, an email with your tracking number will be sent to your account email address once the order is shipped out.
If you did not receive this email, you can check the following situations:
1. Please check whether the email address you used to placed the order is correct.
2. Please check your junk folder to see whether the email was misplaced.
3. Please check the order status in your account to see whether it is shipped.
2. Can I change or modify my order?Order IssuePlease note that we only accept order changes within 12 hours of placing an order, and order cancellations within 3 days. If you cancel your order after 3 days, we will charge 20% of the order value as a processing fee.
If you would like to cancel an order, please refer to the order details or order confirmation email.
Please contact customer service before we process your order to avoid additional charges; once your order leaves our warehouse, we cannot make any changes to your order, you must wait until it arrives. Once your order is delivered, you have 30 days to request a return for a refund if the order was not paid for with store credit. Please refer to our return policy for details: https://zeagoo.com/pages/return-policy3. How do I cancel my order?Order IssuePlease note that orders can only be cancelled within 3 days. You can cancel your order by yourself before it has shipped through the order details page.4. How do I update my billing address?Order IssueYour billing address was set when you registered your bank account. Please contact your card issuer if your billing address needs to be updated.5. What should I do if I receive the wrong item that I didn't order?Order IssuePlease contact us ASAP. Email (service@zeagoo.com) us with your order number, information regarding the problem, and provide pictures if there is any damage and/or quality issues.6. What do I do if a part of my order is missing?Order IssueIf you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team（service@zeagoo.com) so we can look into this for you as quickly as possible
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Shipping & Delivery
1. How do I track my order?Shipping & DeliveryYou will receive a shipping notification email containing the tracking link as soon as your order has been shipped. The tracking page will be updated to reflect the real-time location of your order. You can track your order with your tracking number here(https://zeagoo.com/apps/tracktor/track?）.
Please note that the estimated delivery date depends on the delivery address and the shipping method selected.
2. How long does shipping take?Shipping & DeliveryPlease allow 2-5 business day to process in addition to the shipping times. For more information of shipping time, please click here（https://zeagoo.com/pages/shipping-information）.3. What should I do if I never received my order?Shipping & DeliveryPlease verify all of your shipping details were correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Care Team（service@zeagoo.com) with the order number and we'll be happy to help.4. If my order is delayed, what should I do?Shipping & DeliveryIf you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team（service@zeagoo.com). We'll be more than happy to help! For more information of shipping time, please click here.5. Can I have my order redirected to a different address?(shipped)Shipping & DeliveryPlease note that once your order has been shipped and in transit, we will not be able to update the shipping address.
If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team（service@zeagoo.com) with the order number. We'll be more than happy to help!
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Payment Issue
1. What types of payments do you accept?Payment IssueFor cards, Credit or debit card (Visa, MasterCard, Maestro, JCB, Diners Club, Visa Electron, Cartes Bancaires，American Express, Discover), PayPal，Klarna.2. To pay with Paypal or KlarnaPayment IssueStep 1：Create an account on the Paypal/Afterpay/Klarna website.
Step 2：After clicking “Complete order”, you will be redirected to Paypal/Afterpay/Klarna to complete your purchase securely.
Step 3：Select "REMEMBER ME" to save your information for a faster checkout.
3. What should I do if there is a payment error?Payment IssueIf you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.4. Will I be charged International bank fee or transaction fee when ordering?Payment IssueDepending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control.5. Are my details safe when ordering online with Zeagoo?Payment IssueZeagoo takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!
6. What do I do if my coupon isn't working?Payment IssueIf your coupon isn't working, please feel free to get in touch with our Customer Care Team（service@zeagoo.com) for assistance. -
Account Related
1. Should I create an account before making purchase?Account RelatedFor the best Zeagoo experience, we recommend that you sign up for a free account here(https://zeagoo.com/account/register）. Sign up is quick and easy, plus you'll be able to enjoy perks like earning points and members-only benefits!
If you don't want to sign up at the moment, you can still shop and checkout as a guest.
2. I forgot my password, how do I reset it?Account RelatedTo reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team（service@zeagoo.com). -
Size & Fit
1. Where can I find your sizing charts?Size & FitThere is a Reference Size Chart in the product description2. What size should I order?Size & FitOur size guide is a general guideline for recommending what size we think best suits you! You can refer to here: https://zeagoo.com/pages/size-guide. However, please kindly note that some pieces may fit differently depending on the style, such as oversized sweatshirts and t-shirts which tend to run bigger than the general guidelines.
If you have any questions about specific measurements, please contact us so we can make sure you're satisfied with your decision.
3. Your sizing is too small/large and doesn't fit me.Size & FitPlease kindly note that some pieces might fit differently depending on the styles, such as oversized sweatshirts and t-shirts which run bigger than the general guidelines.
If you have any questions about specific measurements, please contact us so we can make sure you're satisfied with your decision.
All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any item(s) that appear to have been worn, washed, or altered in any way will not qualify for a refund and return.
The following items cannot be returned or exchanged, including swimwear, Lucky Bags, Accessories, Used products,protective equipment, items with non-returnable marks, and free gifts, please contact our Support Center first for the above items if they have issues.
Please note that purchases made with coupons cannot be returned or exchanged.
If you made a purchase with a combination of a coupon and a regular form of payment, only the amount exceeding the coupon value is refundable. .
If you need more help, feel free to contact our Customer Care Team.
We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
Incase you receive a damaged or defective item, please get in touch with us（service@zeagoo.com) and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! Incase you receive the wrong item, please get in touch with us（service@zeagoo.com) and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team（service@zeagoo.com) so we can look into this for you as quickly as possible
Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.
1) Please contact us via email（service@zeagoo.com) to request an exchange. We'll send you exchange instructions within 24 hours.
2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.
3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
4) When we receive your package, we will process your refund as soon as possible.
* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.
Once you submit your request for return, we will send you the return address.
Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.
Once we receive your return, please allow 1 to 3 business days to process your returns.
PayPal account refunds: Up to 48 hours
PCredit card refunds: Between 7-14 business days
PFor some debit and credit card refunds to the original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.
Refunds are credited to the original form of payment. If your bank account has closed since you made the purchase, you will need to contact your bank directly for information on how to receive the funds.
Tips:
1) Before making a purchase, please carefully review your payment information and double-check to make sure it can be used as a valid form of payment.
2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card is closed or canceled, you will need to contact the bank directly for further information.
3) If your card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured
