We are certain that you will be satisfied with your Zilkee order when it arrives, but if you don't for any reason, please just drop us a quick line via our contact us page and we will make it right.
Order Modifications or Cancellations
After your order has been placed, you have 24 hours to contact our customer support team (email@example.com) and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
Note: Once the item has been processed and shipped out, it can no longer be stopped.
Our Returns Policy
Our policy lasts 14 days. If 14 days have gone by since you have received your item according to your tracking number, unfortunately we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
Refunds are only available if the item is unable to repaired or replaced, the 14 days returns period covers defective and damaged products. Unfortunately we are unable to offer refunds for change of mind.
If you do need a replacement arranged, please contact us at firstname.lastname@example.org
and we will be happy to arrange this for you.
Partial Refund & Store Credit
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item returned to sender without being delivered. Shipping costs will be deducted from your refund total. We can only process the refunds once the returned order has been received by our warehouses.
- Misinterpretation of product listing despite clear indications for regular priced items
- Discounted items
- Any item purchased with promotional codes
- Missing/stolen package
- Lost package due to incorrect/incomplete address
Note: Please make sure you put the correct and complete address. The shipping team will only send it to the address you provided in our system.
Cancelling orders is only possible if your order has not shipped. If your order has shipped, we cannot provide a refund until the item is sent back to our warehouse.
Our Returns Process
Step 0: Read our refund policy above to determine whether your order qualifies to be refunded/returned.
Step 1: Submit an inquiry including your reason and photo or video of the issue for return at https://www.zilkee.com/pages/contact-us
Step 2: We confirm the refund amount you qualify for depending on your reason for return and items in your order.
Step 3: We provide the return address. Note that we do not have RMA or prepaid return label.
Step 4: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels! Please print out your order confirmation email and include it in the returning package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number if applicable.
Step 6: We will process your return within 10 business days of receiving your returned items.
Late or missing refunds (if applicable)
If you haven’t received a refund yet after 10 business days of the product arriving in our warehouse, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message through our contact page.