So here we are! Welcome to zulily's Frequently Asked Questions.

That’s questions answered, queries solved and problems sorted in the click of a button. Easy-peasy.

We’ve split everything into sections so you can find what you’re looking for in no time at all – ask away!

CHRISTMAS WITH ZULILY

Will I get my order in time for Christmas?
Can I return any gifts after Christmas if needed?

THE ZULILY BASICS

What's an event?
When do events start?
How long do events last?
How do I know what events are coming up?
How do I know if one of my favourite brands is coming back?
I see a heart icon around the site. What is it?
Do you have a physical shop?
Where can zulily deliver?
Can I shop on my phone or tablet?
Where are your products made?

ORDERING

Why is my order still "processing"?
A product I want is sold out. Can I still get it?
Can I search for the item I want?
I can't find a product I saw last week. Where'd it go?
Where can I find the products featured in your ads?
What size should I order?
Where's the size chart?
What about VAT?
What currency will be displayed?
How are exchange rates calculated?
How long will it take to get my order?
How do I check my order status?
What payment methods do you accept?
How do I know if I've been charged for my order?
I am waiting for a refund. How long does it take/how does it work?
I placed an order. Can I change the delivery address?
I placed an order. Can I change the payment method?
I placed an order. Can I add an item?
I placed an order. Can I cancel it?

CREDITS & GIFT CARDS

How do I earn store credit?
What does store credit count toward?
How do I redeem my store credit?
Does my store credit expire?
How do zulily gift cards work?
When will my friend get their gift card?

SHIPPING & RETURNS

What's 'All-Day Shopping, One-Time Shipping'?
What delivery methods does zulily use?
Where does zulily deliver?
What are zulily's shipping fees?
Will my entire order be shipped in one package?
How do I track my delivery?
Do you have local pick-up in London?
Can every item ship to all of the available zulily destinations?
What's zulily's return policy?
What if my order arrives incomplete, incorrect, damaged or defective?

INVITING FRIENDS

How do I invite friends to zulily?
When do I get my store credit for referring friends?
How do I keep track of my credit?
What is a personal link?
How do I share my personal link?
If I make a social post from zulily, who can see it?

SOCIAL MEDIA

What social media sites does zulily use?
Can I earn referral credits via social media sites?
Where can I send you photos of cute zulily clothes in action?
What if I don't have Instagram?
What kind of photo can I send?
What are you going to do with the photo?
Will my kid's personal details be made public?
Can I still use the photo in my Facebook/Instagram/etc?

ACCOUNT

How do I unsubscribe from your daily emails?
I forgot my password. Can you help?
How do I change my password?
How do I change my email address?

CAREERS

Are you hiring?

MODELING

Can my child volunteer to be a zulily model?

CHRISTMAS WITH ZULILY

Will I get my order in time for Christmas?
All items purchased before 11.59pm GMT on Sunday 15/12/13, can be delivered before Christmas - 11:59pm GMT on 24/12/2013.

  • Valid for orders made in the UK, Ireland & EU
  • Large items, bulky items and personalised items may be excluded. Check the product detail page for a gift box icon — if you see one, the item can arrive by Christmas.
  • Christmas delivery guarantee does not apply in the event of service interruptions or delays caused by events beyond zulily's control, and is contingent upon weather allowing for safe travel, regular operation of package carriers, our receipt of accurate inventory availability data from product suppliers and the customer supplying zulily with accurate shipping information and valid payment information.
  • Limited time only.
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Can I return any gifts after Christmas if needed?
Over Christmas we will be extending our returns policy as we know many items are being given as gifts and customers may start their shopping early. We are hoping that any gifts will be a success, but will be offering more time to return if gifts are unsuitable.
Our extended return period starts on the Monday 18th November 2013 and goods will need to be received back to zulily by 15th January 2014.
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THE ZULILY BASICS

What's an event?
The great deals you find on our site are organised by brand, or as boutiques that are made up of multiple brands. We call each of these time-limited sales an 'event' — because each new launch is an exciting occasion for us!
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When do events start?
New events begin every day at 6am GMT. Think of them as a treat to go with your morning cuppa!
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How long do events last?
Most events last 72 hours—then they move along to make room for something fresh and brand-spanking-new! Occasionally events will be extended.
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How do I know what events are coming up?
Easy. Check out the 'Upcoming Events' list on the homepage and if you click on an event name, you'll learn more about it.
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How do I know if one of my favourite brands is coming back?
Add them to your favorites by clicking on the dinky heart icons you see around the site and we'll email you the night before. Keep an eye on the 'Upcoming Events' too! There may be some instances when we are unable to provide advance notice via email. For example, unexpected technology issues could keep us from sending notices.
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I see a heart icon around the site. What is it?
That's how you make a brand one of your faves. If you love the brand — click the heart! Then we can drop you an email when they are due to come back on the site. Handy, eh? (Note that there may be some instances when we are unable to provide advance notice via email, so keep an eye on the 'Upcoming Events' too.)
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Do you have a physical shop?
Nope! We're an online-only boutique — It's what we do best.
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Where can zulily deliver to?
On top of the UK & Ireland, zulily is working on extending delivery of our amazing product worldwide. Available Delivery Destinations are: UK, Ireland, Austria, Belgium, France, Germany, Luxembourg & Netherlands, Czech Republic, Denmark, Hungary, Italy, Poland, Portugal, Slovenia, Spain & Sweden. And there is more to come, so watch this space!
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Can I shop on my phone or tablet?
Hey, we're modern folk — of course you can! We have a nifty iPhone app as well as an easy-to-navigate mobile site.
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Where are your products made?
All over the place! We work with many different brands that produce quality goods all around the world. (We like to think ourselves as quite the globe-trotters!) Just look for origin information on the product page.
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ORDERING

Why is my order still "processing"?
We search far and wide to find the fabulous range of products you see on zulily. And so sometimes, getting the goods requires a few steps.

When you order, the brand ships the item to us - this way we can inspect the quality. It also means we can gather all of your items into one package to keep shipping costs low, which is one of the ways we're able to offer you such fantastic deals.
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A product I want is sold out. Can I still get it?

Occasionally, we're able to secure more inventory during an event.

If you love the brand – click the heart! Then we can drop you an email when they are due to come back on the site.
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Can I search for the item I want?
Yup! We have a nifty search box on our site.

Search terms like "yellow top" or "boys' trousers" and we will show you all related items currently available on the site. You can also search for brand names.
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I can't find a product I saw last week. Where'd it go?
We offer different and unique products every day, so that means our events can only last for 72 hours.

However, if you know what brand the product came from, we recommend you choose that brand as a favourite (click the heart!). That way we can let you know when that brand is coming back to the site.
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Where can I find the product featured in your online ads?
Our online ads feature brands we love. Ads for these popular products often run for more days than our events do, so sometimes they end up out of stock. Try searching by the item type—you're likely to find something similar!
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What size should I order?
Because we sell products from many different brands, sizing varies.

You can click the link to the size chart on the product and event pages. We display the brand's sizing whenever possible and if the supplier does not supply a chart, we use our own measurements.
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Where's the size chart?
We post a link to it on the event page and alongside the product information.
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What about VAT?
Our VAT number is 129892960.
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What currency will be displayed?
You can change the currency display by clicking on the little flags in the top right of the site. We offer shopping in GBP or EUR.
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How are exchange rates calculated?
We calculate exchange rates every single day! If you are trying to get a feel for the current exchange rates we recommend you use www.xe.com.
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How long will it take to get my order?
The delivery time frame depends on what items you have ordered and which country you are having them shipped to. We are aiming to have everything shipped in 10-14 days.

Because we want to offer you the very best deals, our process is a little different to other online retailers:

  • We make bulk orders with our suppliers when each events ends
  • Our partners then send a big delivery into the zulily warehouse
  • We check your product is in mint condition, lovingly package it and deliver it to your doorstep!

Once your order is placed, you can always check your order's status under My Account > My Orders.
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How do I check my order status?
Go to My Account > My Orders. You'll find all you need to know there!
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What payment methods do you accept?
We accept:

  • Visa, MasterCard
  • PayPal
  • zulilyUK gift cards
  • zulilyUK store credit
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How do I know if I've been charged for my order?

Credit and debit

As soon as an order is placed, we authorise the card for the full order value to confirm that funds are available. The authorisation doesn't charge your card. If you have questions about the authorisation, please contact the financial institution that issued your card.

Usually, your card won't be charged until your order ships. If it ships in multiple packages, we'll charge each one as it ships, including the shipping fee with the first package.

In some cases, your card is charged immediately after the funds are authorised. This happens when your order contains a gift card purchase or is being shipped directly from the product's supplier instead of zulily's warehouse. If any part of your order is not fulfilled, you will receive a refund.

Paypal

Funds are captured from your PayPal account as soon as you place an order.

Your entire order, including any shipping fees, is charged at that time. If we are unable to fulfil any part of your order, you will be refunded directly to your PayPal account.
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I am waiting for a refund. How long does it take/how does it work?

  • Credit card and store credit refunds take 3-5 business days to appear on your account
  • Paypal refunds take 5-7 business days to appear on your account
Please note that if store credit is used on an order in addition to credit card / PayPal payment and that order is being partially refunded, store credit will be refunded in full before a credit card or PayPal refund is issued.

For example, you purchase three items at £10 each and you pay with £5 store credit and £25 on your visa. You then want to return one item; you will receive your refund in the form of £5 store credit and £5 back on your credit card.
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I placed an order. Can I change the delivery address?
Yes you can. If your order has not yet shipped, you can contact our helpful customer service team to change the shipping address.
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I placed an order. Can I change the payment method?
If your order has not yet been invoiced, you can contact our customer service team to change the credit or debit card used on an order. Unfortunately, other methods of payment cannot be changed.
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I placed an order. Can I add an item?
The quickest solution is to place a new order for the additional item.

'All-Day Shopping, One-Time Shipping' means you only pay a shipping fee on the first order of the day (not including applicable surcharges or vendor charges on large or bulky items). However, this offer only applies to orders being shipped to the same address.
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I placed an order. Can I cancel it?
Yep. Please contact zulily customer service and we can easily cancel items or orders for you as long as the items have not yet shipped. Personalised items and certain products shipped directly from our vendors are subject to special approval.
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CREDIT & GIFT CARDS

How do I earn store credit?
For every new member you refer, you earn store credit when their first order ships. Visit the 'Invite Friends' page to see all the ways to invite someone:

  • Import your address book or enter addresses to send an email invitation
  • Share via social media
  • Post your personal link for your friends to click on!
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What does store credit count toward?
Store credit can be applied to your order total saving you some pretty pennies! However, please note store credit cannot be used to purchase zulily gift cards.
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How do I redeem my store credit?
If you have store credit, it will be automatically applied if you're using a credit card.

Store credit can be applied using PayPal too. Unfortunately, due to PayPal systems, store credit cannot be applied when using the Checkout with PayPal function. Instead, click the red 'proceed to checkout' button in the shopping basket. Then, simply select PayPal in the 'Payment Info' step at checkout. You can always see your credit balance by visiting the Store Credit page. Back to top

Does my store credit expire?
From the day your complimentary credit shows up in your account, you have eighteen months to use it. We'll send you an email reminder when time is running out! If you have received store credit as a refund, it will not expire.
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How do zulily gift cards work?
Our gift cards are virtual, and best of all? They never expire! The lucky recipient can apply a gift card to their order total, including any applicable shipping fees.
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When will my friend get their gift card?
An email containing the virtual gift card will be sent to the recipient within 24 hours of your purchase. Goodies for everyone!
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SHIPPING & RETURNS

What's 'All-Day Shopping, One-Time Shipping'?
When you see something you love, buy it before it sells out. Then, you can keep shopping for more finds without paying another standard shipping fee and that's All-Day Shopping, One-Time Shipping!

All-Day Shopping, One-Time Shipping details:

  • If your order qualifies, the shipping charge during checkout will appear as €/£0.00.
  • One order with paid shipping must be completed to activate free standard shipping on all subsequent orders.
  • All orders must be made using the same zulily account, and must be shipped to the same name and address.
  • Subsequent orders must be completed on the same calendar day between 12am GMT and 11:59pm GMT.
  • The customer is responsible for base shipping charges plus surcharges and vendor charges on orders with items that are heavy or bulky (e.g. buggies, furniture, rugs, etc.).
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What delivery methods does zulily use?
Delivery partners vary by delivery location and the size and weight of the item.

Generally UK deliveries ship Hermes, Ireland deliveries go Nightline and all others go DPD. At the time of shipment, a tracking number is provided, along with the name of the carrier. Back to top

Where does zulily ship?
zulily UK offers shipping to the UK, Ireland, Austria, Belgium, France, Germany, Luxembourg & Netherlands, Czech Republic, Denmark, Hungary, Italy, Poland, Portugal, Slovenia, Spain & Sweden. We hope to expand this list soon, so watch this space! Back to top

What are zulily's shipping fees?

  • UK - £3.95
  • Ireland - £6.95
  • Europe Zone 1: £8.95 - Austria, Belgium, France, Germany, Luxembourg & Netherlands.
  • Europe Zone 2: £9.95 - Czech Republic, Denmark, Hungary, Italy, Poland, Portugal, Slovenia, Spain & Sweden
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Will my entire order be shipped in one package?
Usually, yes. However, because our fantastic brands come from all over the place, your order might include items that originate from different locations. When that's the case, multiple packages may ship to fulfil a single order.
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How do I track my order delivery?
Go to My Orders. Each shipment will have a link to click for tracking information. Easy-peasy-lemon-squeezy. Note that it can take up to 24 hours after your shipment despatches for tracking information to activate.
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Do you have local pick-up in London?
No, we don't. We're headquartered in London, but our items ship from our fulfilment centre in Selby.
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Can every item ship to all of the available zulily destinations?
Occasionally due to size and weight, or import restrictions we are unable to ship certain items to certain countries. But don't worry, this will be specifically noted on the product page.
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What's zulily's return policy?
Except for a few types of product you can return your items(s) for a full refund if you send them to us within 14 days of receipt.

Make sure you include the original despatch note or a copy of it in your return parcel. Returned products should be in their original packaging, in fully resalable condition, neither used nor assembled. All parts and instructions must be included. Please ensure your items are well packaged so they arrive back to zulily undamaged. We recommend using recorded delivery or a similar service that supplies you with a unique tracking number.

Once we receive your package, your refund will be processed promptly within 5-7 days but please note that card issuers vary in how many days they take to credit the money back to your card.

There are certain products that we are unable to accept as returns if the inner packaging has been opened: intimate apparel, underwear, lingerie, piercing products, hosiery, foodstuffs, cosmetics, swimwear, cloth nappies, nursing apparel and personalized items.
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What if my order arrives incomplete, incorrect, damaged or defective?
We'll make it right! Email us at help@zulily.co.uk for a speedy response and helping hand.
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INVITING FRIENDS

How do I invite friends to zulily?
Visit the 'Invite Friends' page. From there, you can send emails, post to Facebook and copy your personal link to paste wherever you like to connect online. You can:

  • Enter email addresses and send an email invitation
  • Invite your friends by clicking the 'Invite' button on the Facebook tab
  • Copy and paste your personal link anywhere for your friends to click, or automatically share it to Facebook, Pinterest, Twitter or email by clicking on the icons on the 'Link' tab.
Whichever option you chose, you'll earn store credit for referring a new member, as soon as their first purchase ships. Who knew your pals would come in so handy?
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When do I get my store credit for referring friends?
For every new member who joins zulily via your personal link and makes a purchase, you'll be given store credit. The credit will be automatically issued as soon as the new member's first order ships. Fear not, we'll email you when your credit is waiting for you so you don't miss out.
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How do I keep track of my credit?
Simply visit the 'Invite Friends' page. You'll see your current available credit, as well as a tab to view any credit you may have earned and used in the past. You'll also see a tab to view all of your outstanding invites. From there, you can remind friends to join and place orders, just in case it's slipped their mind.
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What is a personal link?
A personal link is a link to zulily that includes a unique code specific to your account.

It's attached to the emails and Facebook posts you can make to invite friends to zulily. It's also attached when you share products and events from zulily with your friends and family on social media or in emails, as described below. That way, when a new member clicks on your link and joins, we know to give you credit when their first order ships.
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How do I share my personal link?
There are several ways—choose your favourite or try them all:

  • Invite your friends via email and Facebook from the Invite Friends page. You can invite one at a time or a bunch all at once.
  • Use the email, Facebook and Pinterest buttons on zulily to share great products and events.
  • Post your personal link where you like to connect online: email, social media sites, blogs, chat groups, message boards, etc. You can copy your link from the 'Invite Friends' page.
  • Connect your Facebook account to your zulily account and we'll post for you. Simply choose your settings and away we go!
For every new member who makes a purchase at any time after joining zulily via your personal link, you earn store credit. Credit is applied when the new member's first order ships (Hooray!) details

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If I make a social post from zulily, who can see it?
When you post to social media sites via zulily, your posts will be treated according to any preferences and/or permissions you may have set on those sites.
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SOCIAL MEDIA

What social media sites does zulily use?
We like to think we're pretty down with the kids. We're on Facebook, Twitter, Pinterest, Tumblr, and Instagram. Look out for us! Back to top

Can I earn referral credits via social media sites?
Yup! There are two ways to earn store credit through social media:

  1. Click the Facebook, Pinterest, or email icons around our site to share products and events with your friends and followers. New members can join through the post that's created each time you share. The first time they make a purchase, you receive store credit when their order ships.
  2. Grab your personal link from the Invite Friends page and post it on all the sites you use, including your blogs!
Either way, you'll earn your credit just as soon as the new member's first order ships. Not bad, eh?
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Where can I send you photos of cute zulily clothes in action?
We'd love to see them! Share your photo with us on Instagram. Make sure you follow @zulilyUK and use these two tags:

#zulilyUK
@zulilyUK

You can also use #zulilynewbie if you are sharing for the first time or #zulilian if you are a pro (you big show-off!)
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What if I don't have Instagram?
That's okay, you can always share photos with us on our Facebook and Twitter pages too.
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What kind of photo can I send?
Get creative! From your fave zulily outfits to your cutie knee-deep in toybox treats, they always bring a smile to our faces here at zulily HQ.

Please only send photos that you own and that feature yourself and your kids. See details.
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What are you going to do with the photo?
We love to share photos of zulily cuties, so you might see your photo on one of our social pages (including Facebook, Pinterest, Tumblr, Instagram and Twitter) or maybe even in an upcoming zulily promotion! They are the stars of our show, after all.

For more information, please see details.
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Will my kid's personal details be made public?
We want to give your little one the spotlight! If you provide a first name and city, we might include them when we share photos. Remember, we only have access to the information associated with the account from which you send your photo. We'll never share contact info.
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Can I still use the photo in my Facebook/Instagram/etc?
Of course - the more cuteness spread, the better! That's our motto anyway.
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What is the zulily Cuties Competition?
This is a monthly instagram photo contest. A new theme is announced each month - upload your photo and tag #zulilyuk[MONTH]cuties competition and you could win great prizes for your wee one and you too! Check out our blog for this month’s theme.
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ACCOUNT

How do I unsubscribe from your daily emails?
You've got several options for email delivery: daily, weekly and occasional alerts.

To choose your preferences or to unsubscribe, visit the Email Preferences page. Please allow 5 days for our records to be updated.

And remember, even when you don't receive emails, you're still a member and you can shop by visiting the site directly or downloading our iPhone app for on-the-go access.
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I forgot my password. Can you help?
Not directly—passwords are private and encrypted so we can't see them. But you can visit this page or contact customer service for help.
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How do I change my password?
Visit the Account Information page. All the info you need is right there!
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How do I change my email address?
Visit the Account Information page. All the info you need is right there!
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CAREERS

Are you hiring?
You bet. We're looking for fantastic people to work in all of our locations. Our Careers page will give you more information and a list of positions. Even if you don't see a perfect match for your skills, feel free to send your CV—you never know what might pop up!
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MODELLING

Can my child volunteer to be a zulily model?
Say cheese! We're always looking for smiling faces to brighten up our site. If you live in the London area (or are visiting) and your little one wants to step in front of our cameras, just let us know. Visit our Models page for more information and to give us your contact information. We can't wait to meet you!
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