Returns and Exchanges
At Zoe & Hope, we’re here to guide you toward the best skincare choices for your skin’s unique needs. If you ever have questions before purchasing, we encourage you to book a consultation to ensure you’re selecting the right products for you.
Because our skincare is carefully formulated for specific concerns, we are unable to offer refunds or exchanges for change of mind or incorrect purchases. If you’re unsure about what’s best for your skin, we’re always happy to help.
Damaged or Incorrect Items
Every order is packed with care, but if something arrives damaged or incorrect, we’ll make it right. Please contact us within 72 hours of receiving your order, and we’ll offer a replacement or a gift card for the affected product.
To help us assist you quickly, please provide:
- Photos of the damaged or incorrect item
- Original packaging (please keep all packing materials)
We’ll send you a prepaid return label or reimburse your shipping costs with proof of payment. Items must be returned before a replacement or gift card can be issued.
Sensitive Skin Reactions
Your skin’s well-being is our priority. If you believe you’ve experienced a reaction to one of our products, please reach out within 14 days of receiving your order.
To help us assess the situation, kindly email us with:
- Your order number
- A photo of the reaction
- A brief description of your experience
We’ll send you a reaction form to complete. Products must be at least 20% full when returned for evaluation, and we are unable to process returns without photos of the reaction.
While we’re unable to cover return shipping costs for skin reactions, we are always here to support you on your skincare journey. If you have any concerns, don’t hesitate to reach out—we’re here to help.