Return Policy
Order Confirmation & Policy Acknowledgment
By placing an order through the Zoey Laurent website, you confirm that you have read, understood and accepted our Return & Refund Policy.
By completing your purchase, you acknowledge that:
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You have reviewed and accepted our return requirements and applicable timeframes.
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You agree to follow the return procedure described below.
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If a payment dispute or chargeback is submitted, this policy, together with relevant order information and customer communications, may be used as supporting documentation.
Returns
If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided they meet all of the requirements outlined below.
Return Eligibility
To qualify for a return:
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The item must be unused, unworn and unwashed.
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The product must be returned in its original condition and packaging, where applicable.
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The item may only have been handled or inspected to the extent reasonably necessary to determine its condition, fit and characteristics.
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Return shipping and handling costs are the responsibility of the customer, unless the item was received defective, damaged or incorrect.
Once your return arrives at our facility, it will generally be reviewed and processed within 7 business days.
Zoey Laurent reserves the right to decline a return if an item shows signs of use, washing, excessive wear, damage, alteration or any condition that goes beyond reasonable inspection.
How to Request a Return
To request a return, please follow these steps:
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Contact us at info@zoeyxlaurent.com within 30 days of receiving your order.
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Include the following information in your message:
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Your order number
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The reason for your return
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Your full name
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Your shipping address
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Clear photos of the item if it is defective, damaged or incorrect
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Wait for our Customer Support Team to provide you with the applicable return instructions.
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Please do not send your order back before receiving return authorization and instructions from us. Unauthorized returns may not be accepted or may result in processing delays.
We strongly recommend using a tracked shipping service when returning an item and keeping your shipping receipt and tracking information until your return has been fully processed.
Defective, Damaged or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, please contact us within 2 days of delivery at:
Please include:
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Your order number
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A short explanation of the issue
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Clear photographs of the product
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A short video where necessary to demonstrate the problem
After reviewing the information provided, we may offer an appropriate solution depending on the circumstances and product availability.
Possible resolutions may include:
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A replacement item
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A refund
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Another appropriate remedy where required by applicable consumer protection law
In certain situations involving defective or incorrect products, we may not require you to return the item.
Where a replacement is approved, replacements are generally processed within 7–14 business days, depending on availability and shipping circumstances.
Lost, Delayed or Unclaimed Orders
If your package appears to have been lost during transit, please contact our Customer Support Team with your order number and tracking information.
We will review the shipment details and, where appropriate, assist with the applicable courier investigation or claim process.
If the shipment is confirmed as lost, we may arrange a replacement or refund in accordance with the circumstances and applicable shipping and consumer protection requirements.
If a package is refused at delivery, remains unclaimed, or is returned because an incorrect or incomplete delivery address was provided by the customer, applicable shipping, handling or administrative costs may be deducted from any eligible refund.
Where applicable, a $35 CAD deduction may be applied to cover these costs.
Order Cancellations & Right of Withdrawal
If you wish to cancel an order, please contact us as soon as possible at:
Because orders may enter our automated fulfilment process shortly after purchase, we cannot guarantee that an order can be cancelled before shipment.
If your order has already been dispatched, you may request a return after delivery by following the return procedure outlined in this policy.
Where applicable under Canadian consumer protection legislation, you retain any mandatory cancellation, withdrawal or refund rights provided by law. Nothing in this policy is intended to limit rights that cannot legally be excluded.
Unless otherwise required by applicable law, the customer is responsible for return shipping costs when returning an item because they have changed their mind or no longer want the product.
Chargebacks & Payment Disputes
If you experience a problem with your order, we encourage you to contact Zoey Laurent before initiating a chargeback or payment dispute. Our Customer Support Team will make reasonable efforts to resolve the issue fairly and efficiently.
If a chargeback or payment dispute is submitted, we may provide the relevant payment provider or financial institution with supporting documentation, which may include:
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Order confirmation
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Order details
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Payment information relevant to the transaction
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Shipping and tracking information
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Delivery confirmation
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Customer correspondence
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Photographs or other information relating to the order
Submitting a chargeback without first contacting us may make it more difficult to resolve the matter directly and may result in additional processing time.
Important Return Information
Please keep the following in mind before sending an item back:
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Return shipping costs are generally the responsibility of the customer unless the item is defective, damaged, incorrect or otherwise covered by applicable consumer protection law.
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Returns must be sent to the return address provided by Zoey Laurent. Do not send a return to the address shown on the original shipping label unless our Customer Support Team specifically instructs you to do so.
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We are not responsible for delays caused by postal services, courier companies, customs authorities or circumstances outside our reasonable control.
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Customers are responsible for providing accurate shipping information when placing an order.
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Items that have been worn, washed, damaged, altered or returned in an unsuitable condition may not qualify for a return.
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For hygiene-sensitive products, returns may be refused where the item has been used or returned in an unhygienic condition, subject to applicable consumer protection requirements.
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We recommend keeping proof of postage and tracking information until your return has been confirmed and processed.
Refunds
Once your returned item has been received and inspected, we will notify you whether the return has been approved.
If approved, the applicable refund will generally be issued to the original payment method used for the purchase.
Please allow additional time for your bank or payment provider to process and display the refund in your account.
Shipping and handling charges may not be refundable where permitted by applicable law.
Contact Us
If you have any questions about our Return & Refund Policy, need assistance with a return or have an issue with your order, please contact our Customer Support Team.
Zoey Laurent
Email: info@zoeyxlaurent.com
We are always happy to help and will do our best to assist you as quickly as possible.