Refund policy

Last Updated: November 13, 2026

At Zivella, customer satisfaction is important to us. We want you to feel confident when shopping for women's fashion, footwear, and children's clothing. If your purchase does not meet your expectations, we offer a straightforward return and refund process under the terms outlined below.

1. Return Window

We accept return requests within 30 days of the delivery date.

To qualify for a return, items must meet the following conditions:

  • Items must be unused, unworn, unwashed, and in their original condition.

  • All original tags, labels, and packaging must remain attached or included.

  • Shoes and boots must be unworn and returned in their original shoe boxes.

  • Items must not show signs of wear, damage, washing, or alteration.

  • Proof of purchase or a valid order number must be provided.

Items that do not meet these requirements may be refused for return.

2. Non-Returnable Items

The following items are not eligible for return:

  • Items marked as Final Sale or Non-Returnable at the time of purchase.

  • Gift cards.

  • Items that have been worn, washed, altered, or damaged after delivery.

  • Items returned without their original tags or essential packaging.

  • Products damaged due to improper use or customer handling.

This policy does not limit any rights customers may have under applicable consumer protection laws.

3. How to Request a Return

All returns must be approved by our customer service team before being shipped back.

To start a return, please contact us using one of the following methods:

Email: Zivella@vipcareo.com
Phone:+1 803-432-6300

4965 Dennis Rd Rembert SC 29128-9797

Please include the following information in your return request:

  • Your full name

  • Order number

  • Product name or description

  • Reason for return

  • Photos of the item, if it arrived damaged, defective, or incorrect

Once your request is reviewed and approved, our customer service team will provide the return instructions and the designated return shipping address.

Important: The business address listed on our website is for business correspondence and customer contact purposes only. It is not our return warehouse address. Customers must contact Zivella and receive an authorized return address before sending any merchandise back.

Returns sent to an unauthorized address may not be received or processed.

4. Return Shipping Costs

Return shipping costs are handled as follows:

Customer-Initiated Returns

For returns due to personal preference, incorrect size selection, change of mind, or other reasons unrelated to product defects, customers are responsible for return shipping costs.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, Zivella will cover the reasonable return shipping costs.

Please contact our customer service team with photos and your order number so we can review the issue and provide the appropriate return instructions.

Restocking Fees

Zivella does not charge restocking fees for approved returns.

5. Refund Policy

Once your returned item has been received and inspected, we will notify you of the refund approval status by email.

If approved, your refund will be issued to the original payment method used for the purchase.

Refund processing generally takes 5–10 business days after the returned merchandise has been received and approved.

Depending on your bank, credit card issuer, or payment provider, additional time may be required for the funds to appear in your account.

Refunds cover the eligible purchase amount and applicable sales tax. Original shipping charges are non-refundable for customer-initiated returns.

For approved returns involving damaged, defective, or incorrectly shipped merchandise, applicable shipping charges will also be addressed.

6. Exchanges

Zivella accepts exchange requests for eligible items within 30 days of delivery, subject to product availability.

To request an exchange, contact our customer service team with your order number and the replacement size, color, or item you would like.

All exchanges must be approved before the original merchandise is shipped back.

If the requested replacement item is unavailable, our customer service team will assist you with the available refund options under this policy.

7. Damaged, Defective, or Incorrect Orders

We carefully handle orders to help ensure that customers receive the correct products in good condition.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photos showing the product and any visible damage.

  • Photos of the packaging, when relevant.

After reviewing your request, we will provide an appropriate resolution, which may include a replacement, exchange, or refund.

Customers are not responsible for return shipping costs when the issue is confirmed to be caused by an incorrect shipment or product defect.

8. Order Cancellation

Customers may request an order cancellation before the order has been shipped.

Our daily order processing cutoff time is 5:00 PM Central Time (CT).

Orders placed before 5:00 PM CT are processed according to our regular fulfillment schedule. Orders placed after 5:00 PM CT, on Sundays, or on U.S. holidays are processed on the next business day.

Cancellation requests must be submitted before fulfillment and shipment begin.

Once an order has been shipped, it cannot be canceled. Customers may request a return after delivery in accordance with this policy.

9. Refund Delays

If you have not received your approved refund within the expected processing period, please:

  1. Check your original payment account.

  2. Contact your bank or credit card provider.

  3. Allow additional processing time for your payment provider.

If your refund is still missing, please contact Zivella at Zivella@vipcareo.com so we can assist you.

10. Customer Service Hours

Our customer service team is available during the following hours:

  • Monday – Saturday: 9:00 AM – 5:00 PM

  • Sunday: Closed

  • U.S. Public Holidays: Closed

Time Zone: U.S. Central Time (CT)
(CST during standard time; CDT during daylight saving time.)

Messages received outside our business hours will be addressed on the next business day.

11. Contact Information

For return requests, refund questions, order cancellations, or other customer service inquiries, please contact us:

Store Name: Zivella
Business Address:
4965 Dennis Rd Rembert    SC 29128-9797 United States

Phone: +1 803-432-6300
Email: Zivella@vipcareo.com

Customer Service Hours:
Monday – Saturday, 9:00 AM – 5:00 PM Central Time (CT)
Closed Sundays and U.S. Public Holidays.

Thank you for shopping with Zivella. We appreciate your trust and look forward to providing you with a pleasant shopping experience.