Refund policy
We're here to help you confidently navigate your parenting journey.
Try Before You Buy
- Our Try Before You Buy program is a free trial program that allows you to test select baby carriers for 7 days before purchasing.
- Try Before You Buy uses separate trial carriers specifically designated for the program.
- Try Before You Buy does not apply to items purchased through our regular store.
- Regular purchased items must remain new, unused, unwashed, and NOT tried on to qualify for a return or exchange.
- Learn more and sign up here
Cancellations & Order Modifications
Once an order is placed, we are unable to make cancellations, payment changes, or modifications of any kind.
Returns & Exchanges
Return and exchange requests must be made within 30 days of delivery.
Important: Items Cannot Be Tried On
Purchased items are not eligible for return or exchange once they have been tried on.
- Items must be new, unused, unwashed, and not tried on.
- "Not tried on" means the item has not been put on the body at all, even briefly.
- This rule applies to outerwear, clothing, baby carriers, and accessories.
- Original packaging, tags, inserts, and accessories must remain intact.
- Items showing signs of being tried on, worn, washed, or used are not eligible for return or exchange.
- If an ineligible item is mailed back to us, it will be returned to you at your expense.
Final Sale
- Preorders
- Special orders
- Sale items
- Bundles
- Gift cards
- Personal care items
Returns
- A 10% restocking fee applies to refunds to the original payment method.
- The 10% restocking fee is waived if you choose store credit.
- Customers are responsible for applicable return shipping costs. See Shipping Costs below.
- Email hello@littlezenone.com with RETURN REQUEST and your order number.
- Photos may be required before a return is approved and a return label is issued.
- Approval of a return request does not guarantee a refund. All returned items are inspected when they arrive.
Exchanges
- No 10% restocking fee applies to exchanges.
- Customers are responsible for applicable return shipping costs. See Shipping Costs below.
- Email hello@littlezenone.com with EXCHANGE REQUEST and your order number.
- Photos may be required before an exchange is approved and a return label is issued.
- Approval of an exchange request does not guarantee acceptance of the returned item. All items are inspected when they arrive.
Damaged or Defective Items
- If your item arrives damaged or defective, email hello@littlezenone.com with photos.
- Claims are subject to manufacturer confirmation.
- Once confirmed by the manufacturer, we will arrange a replacement or repair.
- Return shipping for an approved manufacturer claim is arranged by us at no cost to you.
Shipping Costs
Customers are responsible for return shipping unless the return is for an approved manufacturer defect or an error on our part.
Outerwear
- The total shipping charge for an outerwear return or exchange is $35.
- If you paid shipping when placing your original order, the amount you already paid is credited toward the $35 total.
- The remaining balance is deducted from your refund, store credit, or exchange value.
Baby Carriers & Other Eligible Items
- Free shipping orders: Outbound and return shipping costs are deducted from the refund ($22 USD / $31 CAD for carriers).
- Paid shipping orders: Original shipping is non-refundable and the applicable return shipping charge is deducted from the refund.
- You may use your own return label. Contact us before mailing your return for instructions.
- International customers: Customers are responsible for all return shipping and applicable duties.
Refunds
- Most returns are inspected within 2 business days of arriving at our warehouse. During busy periods, please allow up to 2 weeks.
- Refunds are generally processed within 2 to 3 business days after inspection.
- Refunds are issued to the original payment method, minus applicable fees.
- Items that have been tried on, worn, washed, or used cannot be accepted.
- Items returned with pet hair, fragrance, deodorant, makeup, stains, lint, or other signs of wear or use cannot be accepted.
- Items that do not meet our return conditions will be sent back to the customer at the customer's expense.
- Gift returns may be issued as store credit to the recipient or refunded to the original purchaser's payment method. Refunds can only be returned to the original form of payment, so the purchaser will be notified when a refund is processed.
- Minor cosmetic variations that are part of the handmade nature of an item are not considered defects.
Questions?
Email hello@littlezenone.com before using or trying on your item if you have any questions about return eligibility.
