How refunds work
The sequence
- You get return authorisation from us first. Unauthorised returns aren't accepted — start at Zola return policy.
- The item comes back to our warehouse. Return shipping is yours to arrange and pay for.
- We inspect it. Condition determines whether the return is accepted as-is or whether a restocking fee applies.
- The refund is issued to your original payment method, within 10 business days of approval.
Then your bank adds its own processing time on top. That part is out of our hands and typically runs a few more days before the money actually appears.
The 15% restocking fee
Opened boxes may be subject to a 15% restocking fee. It isn't automatic and it isn't applied to every return — it depends on the condition of what comes back.
One thing worth saying plainly: you're told to inspect your delivery before signing, which for a table means opening cartons. Inspecting a shipment for damage is not the same as using the product, and we don't treat it that way. If you opened boxes to check for freight damage and then decided to return, say so when you contact us.
What isn't refundable
Custom or personalised items, final-sale items, and gift cards.
Damage and defects are a different path
If something arrived damaged or is defective, that isn't a return and shouldn't go through this process — it's faster and there's no restocking fee. See My order arrived damaged and Something is defective or not fitting right.
If you cancelled before it shipped
Payment is taken at order, so a cancellation before shipment is a refund rather than a voided authorisation. Same 10-business-day path, without the return or inspection steps. See Can I cancel or change my order?.