Refund policy

Return & Refund Policy

We work with international fulfillment and logistics partners to get you the best products at the best prices. This means your order may ship directly from an overseas facility, and that some steps in the return/refund process take a little longer than a typical local retailer — we verify every claim with our fulfillment partner before approving a refund or replacement, which can add processing time. 

30-DAY RETURN WINDOW
You have 30 days after receiving your item to request a return.

To be eligible, your item must be unworn, unused, in its original packaging, with tags attached, and you'll need your receipt or proof of purchase.

To start a return, contact us at hello@dropzy.store with your order number and the reason for your return. Do not send items back without first requesting and receiving approval — unapproved returns will not be accepted, and in most cases we will not provide a return-to-sender address, since our fulfillment centers are located overseas and physical returns are rarely practical or cost-effective. Instead, approved claims are typically resolved via replacement or refund based on photo/video evidence (see "Damages, Defects & Wrong Items" below).

WHAT'S NOT COVERED
The following are not valid grounds for a return, refund, or replacement under our 30-day policy:
- Simply changing your mind after the item was correctly delivered as described;
- Ordering the wrong size or color, or a fit/color you're personally unsatisfied with, where you selected that size/color at checkout;
- General "not as expected" dissatisfaction where the item matches its listing and shows no defect;
- General buyer's remorse without photo/video evidence of a genuine defect, damage, or fulfillment error;

We reserve the right to decline returns that don't meet these criteria. This section does not apply to EU customers during their 14-day cooling-off period — see below.

DAMAGES, DEFECTS & WRONG ITEMS
Please inspect your order as soon as it arrives. If your item is defective, damaged, or the wrong item was sent, contact us at hello@dropzy.store within 30 days with:
- Your order number;
- Clear photos or video of the item and its packaging;
- A description of the issue;

We forward every claim to our fulfillment partner for verification, which is why these cases typically take longer to resolve than a standard local return. Once verified, we'll offer a replacement, store credit, or refund at our discretion.

EXPECTED RESOLUTION TIMES BY REGION
Because your order is fulfilled internationally, communication with our fulfillment partner adds time on top of your bank's own processing. As a guide:

- United States & Canada: initial response within 1–2 business days; investigation and resolution typically 5–15 business days depending on partner verification;
- European Union: initial response within 1–2 business days; resolution typically 5–15 business days, subject to the mandatory timelines below for EU statutory rights;
- Australia: initial response within 1–2 business days; resolution typically 7–18 business days due to time zone and longer partner communication cycles;

These are estimates, not guarantees, and complex cases (e.g. lost-in-transit claims) can take longer. We'll keep you updated if your case is taking longer than expected.

EXCEPTIONS / NON-RETURNABLE ITEMS
We can't accept returns on: perishable goods, custom or personalized items, personal care/beauty products, hazardous materials, flammable liquids or gases, sale items, or gift cards. Contact us if you have questions about a specific product.

EXCHANGES
The fastest way to get the right item is to request a return for the item you have and, once approved, place a new order for the item you want.

EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD
If you are an EU consumer, you have the legal right to cancel your order within 14 days of receiving it, for any reason and without justification — this includes simply changing your mind. To exercise this right, contact us at hello@dropzy.store within 14 days of delivery. The item must be returned unworn, unused, with tags, in its original packaging where reasonably possible; we may deduct a reasonable amount for diminished value if the goods show use beyond what's needed to check their nature. This right exists independently of, and is not limited by, the "What's Not Covered" section above. Nothing in this policy restricts any other mandatory consumer right you hold under EU or your national law.

AUSTRALIA — CONSUMER GUARANTEES
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, including your rights where goods are not of acceptable quality, fit for purpose, or as described. Where a "major failure" (as defined under the ACL) applies, you may be entitled to a refund, replacement, or repair outside the timeframes set out above.

CANADA
Nothing in this policy limits any right or remedy you have under applicable federal or provincial consumer protection legislation.

REFUNDS
Once your return or claim is approved, we'll notify you and issue your refund to your original payment method. Please allow up to 15 business days for the refund to be issued on our end (this may take longer than a typical domestic refund due to verification with our fulfillment partner), plus additional time for your bank or card provider to post it. If more than 20 business days have passed since approval with no refund received, contact us at hello@dropzy.store.

RESOLVING DISPUTES
If you have a concern about your order, we ask that you contact us first at hello@dropzy.store and give us a reasonable opportunity (up to 30 days) to investigate and resolve the issue directly, before filing a payment dispute/chargeback or pursuing other action. Most issues are resolved faster and more fully this way than through a chargeback, since chargebacks don't allow us to offer a replacement or expedited fix.

This encouragement to resolve issues directly does not limit or waive any right you have under applicable law to pursue formal legal action, use an official consumer dispute resolution service (including the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, your national consumer protection authority, or small claims court), or dispute a charge with your payment provider.

CONTACT
Questions about a return or refund? Email us at hello@dropzy.store with your order number and we'll get back to you as quickly as we can.