Zulily Customer Service — Expert Guide for Efficient Resolution

Overview of Zulily’s customer service model

Zulily operates as a flash-sale, marketplace-style retailer founded in 2009 and headquartered in Seattle, Washington. The platform emphasizes time-limited offers and vendor-fulfilled inventory, which shapes how customer service works: support must balance marketplace seller policies with zulily’s own order-handling rules. Zulily became part of Qurate Retail Group in late 2015 (acquired for approximately $2.4 billion), and since that time its customer experience has shifted toward centralized online help plus targeted escalation for exceptions.

Practically, zulily’s support is primarily asynchronous and self-service oriented: the Help Center (https://www.zulily.com/help) and the mobile app are the first points of contact for questions about orders, returns, tracking, and refunds. The company uses a combination of automated order data, seller portals, and internal service teams to resolve issues; understanding these layers reduces back-and-forth and speeds resolution.

Order support: cancellations, changes and tracking

Zulily’s flash-sale model means inventory and pricing move quickly; orders often ship directly from sellers. If you need to cancel or change an order, act immediately—ideally within the first few hours after purchase. While some cancellations are possible before fulfillment, once an item has a shipping label or has been handed to a carrier, cancellation shifts to a return process. To expedite help, have your order number, order date, and the SKU or item name available.

Tracking information is posted in your zulily account under Order History and typically includes carrier and tracking number once the seller has fulfilled the package. Typical fulfillment windows for flash-sale merchandise are longer than same-day retail: expect fulfillment and shipping windows in the 3–10 business-day range for many sellers. If tracking isn’t provided within 48–72 hours of the expected ship date shown on the order page, open a Help Center ticket and attach screenshots of the order page and email confirmations to zero in on the problem.

Returns, refunds and policy specifics

Zulily’s return handling must reconcile three elements: zulily’s published policy, the seller’s return rules, and the carrier’s transit facts. For most apparel and general merchandise, expect a standard return window—commonly 30 days from delivery—but verify the item page because some categories (beauty, undergarments, final-sale items, personalized goods) are frequently marked as non-returnable. If a return is permitted, zulily typically requires the original packaging and tags; retain photographic evidence of the condition and packaging before shipping.

Refund timing follows a two-step clock: once the returned item is received and inspected, zulily processes the refund on its platform; platform-side processing usually completes within 7–10 business days. After that, the issuing bank or card network posts the credit, which can require an additional 3–10 business days depending on the card issuer. If you paid with a store gift card or zulily credit, the refund often posts as zulily credit within 3–5 business days following inspection.

When return shipping is required, check whether a prepaid label is provided. Some sellers or promotions cover return shipping; others require you to pay postage and deduct it from the refund. Keep receipts and track the return shipment; if a return is lost in transit, the tracking number is essential for lodging a carrier claim and for getting an expedited resolution from zulily’s service team.

Common problems and troubleshooting steps

The most frequent issues reported to zulily customer service are: (1) late or missing tracking, (2) damaged or incorrect items, and (3) partial refunds or charge discrepancies. For missing or delayed shipments, check carrier tracking details first; carriers (USPS, UPS, FedEx) show handoff and transit exceptions that explain delays. For damaged or incorrect items, document the damage with 2–4 photos (packaging, label, and item from multiple angles) and include those in your support request.

If you see a billing discrepancy—duplicate charges, wrong amount, or unauthorized transactions—open a Help Center ticket immediately and post any relevant bank statements (masking all digits except the last four). Zulily’s teams typically tag billing disputes for higher-priority handling and coordinate with payments to reverse erroneous charges; expect initial acknowledgement within 24 hours and substantive follow-up within 48–72 hours for most disputes.

How to contact zulily and escalation checklist

Start with the Help Center at https://www.zulily.com/help or the “Help” section in the zulily mobile app for the fastest response; these channels route your case directly into zulily’s CRM with order metadata attached. If the Help Center response is insufficient after 48–72 hours, request escalation and reference the original case ID. Escalations are handled by senior agents or a seller liaison team when the issue involves marketplace seller compliance, inventory problems, or complex refunds.

• Before contacting support: collect order number, order date, SKU, photos of the item/packaging, payment method last four digits, and any carrier tracking numbers.
• For returns: include proof of postage if you paid return shipping and note the carrier plus tracking number; keep receipts for reimbursement claims.
• For damaged/wrong items: attach 2–4 clear photos (item, label, outer box) and state whether you want a refund or a replacement; specify size/color if the wrong variant was received.
• For billing disputes: redact full card numbers; supply transaction dates, amounts, and the case ID from your first support inquiry.
• When escalating: request the supervisor’s name, a written summary of next steps, and a target date for resolution—document these in your case notes.

Is Zulily gone for good?

In 2022, Zulily sales dropped to $906 million and it called time. Qurate offloaded Zulily in May 2023 to investment firm Regent for an undisclosed sum, but it apparently didn’t have the wherewithal to turn Zulily around and closed it at the end of December 2023 after only seven months.

Where is Proozy located?

Headquarters: St. Paul, Minnesota Year Started: 2006 Number of Associates: 20-99 Largest shipping day in 2014: 31,540 orders Our commitment is to provide you with the highest level of service anywhere, which includes a 100% satisfaction guarantee.

Is Zulily now proozy?

St. Paul-based Lyons Trading Company, which operates the off-price fashion e-commerce retailer Proozy, has acquired majority ownership of fashion flash-sale site Zulily after only one year under Beyond, the new name given to Overstock.com after it acquired bankrupt Bed Bath & Beyond.

What is the return policy for Zulily?

IS IT EASY TO RETURN ITEMS? Returns are accepted within 30 days of receipt. All undergarments, mystery packs, and items marked final sale are ineligible for a return. All merchandise must be unworn and returned in the condition received with the original tags where applicable.

How to cancel Zulily?

How to cancel Zulily

1. Log into your account.
2. Go to the My Orders page.
3. Select ‘View/Modify Order’ next to the order you wish to cancel.
4. Click ‘Cancel’ next to each time you would like to cancel.
5. Complete the following steps to confirm.

Is Zulily still coming back?

Despite the change in ownership, Zulily isn’t going away. The brand will continue to operate under its existing name, with a relaunch of its ecommerce platform planned in the coming months, according to the CEO of Proozy, which now owns the brand.