Returns & Refunds

Our Return Policy at a Glance

Damaged or Defective Items

If your order arrives damaged, defective, or if you received the wrong item, please contact us at support@zivvoparty.com within 7 days of delivery with:

• Your order number
• Clear photos of the damaged item
• Clear photos of the original packaging
• A brief description of the issue

Once verified, we'll offer a full replacement or refund at no cost to you. Photo evidence is required to process any damage or defect claim.

Returns for Change of Mind

We accept returns for change of mind within 14 days of delivery, subject to the following conditions:

• Items must be unopened, unused, and in original packaging
• Return shipping is at the customer's expense
• A 15% restocking fee will be deducted from the refund
• Original shipping fees are non-refundable
• Items must arrive back at our facility in resalable condition

We recommend using a trackable shipping method — we cannot process refunds for return packages lost in transit.

Non-Returnable Items (Final Sale)

For hygiene, safety, and product integrity reasons, the following items are final sale and cannot be returned, even if unopened:

• Balloons, inflatables, and helium products
• Confetti, streamers, and paper decorations
• Personalized, custom, or made-to-order items
• Opened tableware, cutlery, or party sets
• Candles and cake toppers (once opened)
• Sale or clearance items marked "Final Sale"

Any non-returnable items included in a return will not be refunded and may be discarded.

How to Request a Return

1. Email support@zivvoparty.com with your order number and reason for return
2. Wait for our team to review and approve your request (typically within 1–2 business days)
3. If approved, we'll send you the return address and detailed instructions
4. Ship the item back using a trackable shipping method
5. Once received and inspected, your refund will be processed

Refund Processing

Once we receive and inspect your returned item, we'll notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that it may take additional time for your bank or credit card company to reflect the refund in your account.

Exchanges

The fastest way to exchange an item is to return the original (following the process above) and place a new order for the replacement. This way you don't have to wait for the return to be processed before receiving your new item.

Order Cancellations

If you need to cancel your order, please contact us at support@zivvoparty.com as soon as possible with your order number.

We can accept cancellations before your order enters the fulfillment process. Once processing has begun or the order has shipped, cancellations are no longer possible and the standard return policy will apply.

Late or Missing Refunds

If you haven't received your refund within 10 business days of approval, please:

1. Check your bank account or credit card statement again
2. Contact your credit card company — it may take some time to officially post
3. Contact your bank — there is often processing time before refunds appear

If you've done all of this and still have not received your refund, please contact us at support@zivvoparty.com.