Help & FAQ

Open your Orders page — each item shows its status and, once dispatched, its tracking number. You can also ask the chat widget (bottom-right corner of any page) to look up an order for you.

A real person replies within one business day, whether you use the chat widget or email help@shopzutto.com.

Start a return from your order page (or tell us in chat) within 14 days of delivery. We review it and reply within one business day; if it's approved, we'll tell you how to send the item back. After we receive and inspect it, your refund goes out.

Tell us within 14 days of delivery and include a photo. We'll review it and make it right.

It depends on the item and the reason. We confirm the return details with you when we approve the request.

Yes, as long as it hasn't been dispatched yet — look for the Cancel option on the order detail page. Once an item has shipped, it falls under the return policy instead.

ZUTTO is a marketplace of independent makers, so an order with items from more than one vendor ships as separate parcels from wherever each item is made. You're charged once for the whole order regardless of how many boxes it becomes.

Yes — standard shipping is free on every order, with no minimum purchase required.

Some pieces are made only after you order them, so they take longer to dispatch than in-stock items — the product page tells you when we know in advance. Because they're made specifically for you, made-to-order pieces can't be returned for a change of mind.

Beauty and personal-care products once the seal is broken, custom and made-to-order pieces, and pierced jewelry once worn. If one of these arrives damaged or isn't what you ordered, the damaged-item policy still applies.

Refunds go back to your original payment method. Damaged or incorrect orders are refunded right away; change-of-mind returns are refunded once the item reaches us. Most banks post it within five to ten business days after that.

Not yet — we currently deliver across the United States only, so there are no customs charges or import duties to worry about.

We accept major debit and credit cards, processed securely through Stripe.

Apply through our Sell page. Every applicant is reviewed before approval — there's no self-service signup — so what's listed on ZUTTO is always from a vetted maker or business.

Every vendor is reviewed and approved before they can list, and we work directly with independent makers rather than resellers — so what you see is the real thing.