Welcome to zulily’s FAQ page.

It’s a bit like 20 questions, except it’ll help you with your order and no one has to wear a sticky note on their head (unless you want to).

If you want to learn more about how zulily works, head over to our About Us page.

ORDERING

I saw something on the site that I loved, but now I can’t find it.
What size should I order?
What currencies / payment methods can I choose from?
How much does delivery cost?
Will I be charged when I place my order, or when my order ships?
I placed an order. Can I change the delivery address / payment method / cancel it?

SHIPPING & RETURNS

How long will it take to get my order?
Why does my order status say ‘Complete’ when I haven’t received it?
Can I add an extra item to an order placed today?
Where can zulily deliver to?
How can I track my order?
What's zulily's return policy?

ACCOUNT

How do I unsubscribe from your daily emails?
How do I change my password / email address?

CREDIT & GIFT CARDS

How does store credit work?
How do zulily gift cards work?
How do vouchers work?

ORDERING

I saw something on the site that I loved, but now I can’t find it.

Because our events only last 72 hours, the early bird really does catch the proverbial worm.

If you love a particular brand, you can click the little heart icon on either the brand profile at the top of the events page, or next to its name in the Upcoming Events section to get a notification email about future sales, the day before they go live on the site.

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What size should I order?

Our clothes come in all shapes and sizes. No, seriously. We sell products from many different brands, so sizing varies. Make sure to check the size chart for measurements – you’ll find a link on the product pages and the event page.

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What currencies / payment methods can I choose from?

You can choose between GBP or EUR by clicking on the little flags at the top right of the site. You can check current exchange rates at www.xe.com.

We accept the following payment methods:

  • Visa
  • MasterCard
  • PayPal
  • zulily UK gift cards
  • zulily UK store credit

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How much does delivery cost?

  • 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 I be charged when I place my order, or when my order ships?

Credit / 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.

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.

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 placed an order. Can I change the delivery address / payment method / cancel it?

Yep, as long as the order hasn’t shipped. Just contact our customer services team on help@zulily.com. Please note that you can only change the payment method on orders made by credit or debit card.

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SHIPPING & RETURNS

How long will it take to get my order?

zulily does things a little differently to your average retailer – which means sometimes our delivery can take a little longer than average.

We make bulk orders with our suppliers when each events ends. Our partners then send a big delivery into the zulily warehouse, before we send your order on to you. This way we can inspect the quality, and gather all of your items into one package.

Your order is dispatched in 10 – 14 days, and then will take a few days to reach you. You can check the status of your order under My Account > My Orders.

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Can I add an extra item to an order placed today?

No need! If you order more than once in the same day, you’ll only pay one shipping fee for however many orders you place (as long as they all go to one address).

Place one order with paid shipping, and subsequent orders completed on the same day will appear with a €/£0.00 shipping charge during checkout. Make sure to check if there are any base shipping charges, surcharges or vendor charges, especially on heavy or bulky items.

We try and deliver all your items in one, but if your order includes items that originate from different locations, you may receive multiple packages. There won’t be any extra charges. Just think of it like extra presents.

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Where can zulily deliver to?

Our current available delivery destinations are: UK, Ireland, Austria, Belgium, France, Germany, Luxembourg & Netherlands, Czech Republic, Denmark, Hungary, Italy, Poland, Portugal, Slovenia, Spain & Sweden. We’re always looking to expand this list, so watch this space for additions!

Occasionally, you’ll find a note on the product page letting you know that we’re unable to ship certain items to certain countries. Sorry about that, it’s nothing personal.

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How can I track my order?

You can check the status of your order under My Account > My Orders. You’ll be provided with a tracking ID, and the name of the carrier.

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What's zulily's return policy?

If your 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.

You can check out our whole returns policy here.

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ACCOUNT

How do I unsubscribe from your daily emails?

While we’re a little hurt to hear that you don’t want to hear from us anymore, we understand that sometimes, if you love something, you have to let it go.

You can opt to receive our emails daily or just get occasional alerts. To choose your preferences or to unsubscribe, visit the Email Preferences page. Please allow five days for our records to be updated.

Even when you unsubscribe from our emails, you’re still a registered zulily UK member and can shop on the site as normal.

If you’d like to delete your account altogether, you can choose this option under ‘My Account’.

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How do I change my password / email address?

Visit the Account Information page. All the info you need is right there!

If you’ve forgotten your password, click the red link on the sign up page and enter your email address to be sent a reset link.

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CREDIT & GIFT CARDS

How does store credit work?

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.

You can use store credit on all our products, but not on gift cards.

If you have store credit, it will be automatically applied if you're using a credit or debit card. If you want to use your store credit with PayPal, you’ll have to choose ‘proceed to checkout’ instead of ‘checkout with PayPal’ – and then you can select PayPal when you get to the Payment Info step.

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How do zulily gift cards work?

You can buy an e-gift card here, and the lucky recipient will receive it in an email within 24 hours of your purchase. It can be applied to their order total, including any applicable shipping fees.

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How do vouchers work?

Simply enter your voucher code in the promotion code box once you’ve proceeded to checkout.

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