FAQ

Frequently Asked Questions

Orders & Shipping

Q: How long does shipping take?
A: 2-5 business days for US orders. See Shipping Policy for details.

Q: Do you ship internationally?
A: Yes, to Canada, UK, EU, Australia, Japan, Korea, Singapore, Hong Kong. Duties/taxes collected at checkout.

Q: Can I change my shipping address?
A: Email orders@zillykick.com within 1 hour of ordering.

Returns & Exchanges

Q: What is your return window?
A: 60 days for sneaker care (unopened or ≤20% used), 30 days for footwear/apparel/accessories (unworn, tags attached). Final sale items cannot be returned.

Q: How do I start a return?
A: Visit our Returns Center or email returns@zillykick.com.

Q: Do you offer exchanges?
A: Yes! Free size/color exchanges for same SKU (US only). Different product = new order.

Products

Q: Are your cleaners safe on all materials?
A: Yes — pH-balanced, biodegradable, safe on leather, suede, nubuck, knit, canvas, mesh.

Q: Do you sell authentic sneakers?
A: 100% authentic. Sourced directly from brands/authorized distributors.

Loyalty Program

Q: How do I join?
A: Create an account and opt in at zillykick.com/account/register.

Q: Do points expire?
A: After 12 months of account inactivity.

Contact

Q: How do I reach support?
A: Email support@zillykick.com (≤24 hrs), live chat Mon-Fri 9am-6pm EST, or text 1-800-ZILLY-KICK.