Help & Dispute Resolution

 

If anything goes wrong with your order, we want to fix it quickly and fairly. This page explains how to reach us, what we offer for each type of problem, and how to escalate if you're not satisfied.

Step 1: Contact us

Email support@zarino-originals.com and include:

• Your order number (for example #1234)
• A short description of the problem
• Photos, if an item is damaged, faulty or not what you ordered

We answer Monday to Saturday, 9:00 am – 5:00 pm (EST), usually within 1 business day and always within 2 business days.

Step 2: Get a solution

Problem	What we do
Order not arrived, or tracking not updated for 5 business days	We open a claim with the carrier and send a replacement or a full refund
Item damaged or faulty	Replacement or full refund, your choice. Usually no need to send the item back.
Wrong item received	We send the correct item or a full refund at no cost to you
Changed your mind	Free return within 30 days of delivery and a full refund (see our Refund and Returns Policy)
Want to change or cancel an order	Free of charge until the order ships
Refund not received	We check with our payment provider and send you proof of the refund

Step 3: Escalate if needed

If your issue isn't resolved within 5 business days, reply to our email with "Escalate" in the subject line. A senior team member reviews your case and gives you a final answer within 3 business days.

Payment disputes and chargebacks

Please contact us before opening a dispute with your bank, card issuer or PayPal. In almost every case we can solve the problem faster directly, usually with a refund or replacement within a few days. Contacting us first does not affect your rights with your card issuer or payment provider.

Our commitments

• Free U.S. shipping, with delivery in 3–6 business days and tracking on every order
• Free returns within 30 days of delivery
• Refunds within 5 business days after your return arrives
• A reply to every message within 2 business days

Useful links

Shipping Policy · Refund and Returns Policy · FAQ · Contact · Terms of Service · Privacy Policy