Refund policy
Return & Refund Policy
Last updated: March 2026
At Zalory, your satisfaction is our priority. Because our mugs are custom printed on demand through CustomCat, we have specific guidelines for returns and refunds. Please read carefully.
What We Cover
- Defective or Damaged Items: If your mug arrives damaged, broken, or with a print defect, we will replace it at no cost to you.
- Wrong Item Received: If you received the wrong product, we will send the correct item immediately.
- Lost in Transit: If your order is confirmed lost by the carrier, we will reprint and reship at no charge.
How to Request a Refund or Replacement
- Email us at support@zalory.com within 30 days of the delivery date.
- Include your order number and a clear photo showing the issue (damage, defect, or wrong item).
- We will review your request within 2 business days and arrange a reprint or refund.
What We Do Not Cover
- Personalized / Custom Orders: We do not accept returns or issue refunds for custom mugs where the design was submitted correctly and the order was fulfilled as requested.
- Buyer's Remorse: We do not accept returns due to change of mind.
- Incorrect Shipping Address: Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer.
- Return Shipping Costs: In the rare case a physical return is required, the customer is responsible for return shipping costs unless the item is defective.
Refund Method
Approved refunds are issued to your original payment method within 5–10 business days depending on your bank or payment provider.
Contact
For all return and refund inquiries: support@zalory.com
Response time: 24–48 business hours, Monday–Friday.