Zulily Customer Care: An Expert, Practical Guide

Current Status and What It Means for Customer Care

Zulily launched in 2009 in Seattle, WA as a members-only flash-sale retailer focused on apparel, home, and kids’ products. The company grew quickly and was acquired by Qurate Retail Group (owner of QVC/HSN) in 2015 in a deal valued at approximately $2.4 billion. In May 2023, Qurate sold Zulily to Regent, a private investment firm. By December 2023, Zulily publicly announced it was winding down operations and the site’s core shopping functions were subsequently shut off. The operational changes after late 2023 significantly altered the paths available to customers seeking support.

As a result, some legacy support pages, emails, and in-app tools may be unavailable or intermittently accessible. If you are trying to resolve an order placed before the shutdown, customer care tasks increasingly rely on your payment provider, the shipping carrier, or official legal/claims channels (if applicable). If the zulily.com website or help center does not load, do not use third-party “support numbers” you find via search; Zulily historically did not advertise a general inbound call center, and scammers often publish fake numbers for closed or distressed retailers.

How to Reach Zulily Support (When Available)

Historically, Zulily handled most customer care through its online Help Center, account messaging, and email—rather than a publicly listed phone line. The official website is https://www.zulily.com and the legacy Help Center was hosted at https://help.zulily.com. During normal operations, customers could open tickets from their Order History page, select the order or item, and choose from options such as “Where is my order,” “Cancel,” or “Return.” Response times typically ranged from same-day to 48 hours for standard issues.

If the Help Center is accessible, log in before contacting support so your order history and tracking data auto-populate. Attach concrete artifacts: order numbers (e.g., ZUL-##########), full item titles/SKUs, timestamps of emails, and tracking IDs. For expedited resolution, provide a concise summary (one or two sentences) of the issue, the remedy you seek (refund, replacement, or credit), and a deadline (for example, “Please confirm by [date] so I can avoid filing a dispute with my card issuer”). Avoid sharing sensitive payment details; Zulily agents never need your full card number.

If the Site or Help Center Is Unavailable

If you cannot reach Zulily through official channels, work from earliest to latest point of leverage: payment rails, carrier claims, and (if applicable) legal claims processes tied to the company’s wind-down. Document everything you do, including dates, screenshots of the site’s outage messages, and any tracking scans.

Card-network protections are time-bound. Under the U.S. Fair Credit Billing Act, you typically have up to 60 days from the statement date to dispute billing errors on credit cards; Visa/Mastercard programs often allow up to 120 days from the transaction or expected delivery date for “goods not received,” but issuers set their own cutoffs. Act quickly if an order never shipped or arrived materially different than described.

• Credit/debit card disputes: Call the number on the back of your card and request a “merchandise not received” or “merchandise not as described” dispute. Provide order confirmations, expected delivery windows, and any outage notices from the retailer.
• PayPal/BNPL: Open a dispute in your PayPal or Buy Now, Pay Later (e.g., Afterpay/Klarna) account within their deadlines (often 30–60 days). Escalate to a claim if needed.
• Carrier claims: If tracking shows “delivered” but you did not receive the item, file a porch theft or misdelivery claim with the carrier within its window (USPS typically within 60 days; UPS/FedEx policies vary). Include a delivery affidavit if asked.
• Official case/claims info: For retailers that wind down, an independent claims agent (e.g., Kroll or Stretto) may host an official case website. Search for “Zulily claims agent site” and verify legitimacy by cross-checking links from a government court docket or a press release. Never pay a fee to “expedite” a claim.

Orders, Shipping, and Delivery: What Customer Care Could and Couldn’t Do

Zulily’s model relied on limited-time sales sourcing items from vendors after a sale closed, which meant longer lead times than conventional retailers. Historically, standard deliveries often took 7–14 business days after the sale event ended, with some “Ready to Ship” items leaving a warehouse within 1–3 business days. Mixed carts (Ready to Ship plus vendor-fulfilled) were sometimes split into multiple shipments with staggered arrivals.

Customer care could intervene when orders were stuck (no movement for 5–7 business days after the promised ship window), misdelivered, or materially incorrect. However, once a label showed “Delivered,” Zulily typically required a carrier investigation or a theft affidavit before processing refunds. For pre-shipment cancellations, success was best within the first few hours after purchase, because flash-sale orders often batched quickly to suppliers.

Returns and Refunds: Practical Realities

Return eligibility at Zulily varied by item. Before the shutdown, many items were returnable within roughly 30 days of delivery, but some were tagged “Final Sale” (no returns). Return postage was usually the customer’s responsibility unless the product was defective or the wrong item was shipped. Store credit could post faster than original-tender refunds; credits sometimes appeared within 24–72 hours of the warehouse receiving the return, whereas card refunds could take 3–10 business days depending on your bank.

For the smoothest return, customers initiated the process from Order History, printed a Zulily label when provided, and dropped off the package with the specified carrier. Consolidating multiple items onto one authorized label could delay processing or invalidate the return; separate each return per the portal’s instructions. Keep the drop-off receipt and tracking; customer care often asked for proof of tender if a package was lost in transit back to the warehouse.

Escalation Paths and Consumer Protections

If normal support stalled, formal written escalation helped. A short, dated letter or email summarizing the sequence of events, the policy you believe applies, and the remedy sought increases the odds of a timely resolution. Set a clear response deadline (for example, 7 calendar days). If no response, proceed to your payment provider’s dispute process before your eligibility window closes.

Consumers in the U.S. can also seek help from their state attorney general or consumer protection office. If you reside in Washington State (Zulily’s home state), you can file a complaint via https://www.atg.wa.gov/file-complaint. For cross-border purchases, the FTC provides guidance at https://reportfraud.ftc.gov. Include your order number(s), the dates you attempted contact, and any evidence that the retailer is not servicing its warranty or delivery obligations.

Data Privacy and Account Questions

When the retailer was active, data rights requests (access, deletion, opt-out) were typically handled through a privacy portal linked in the site footer. If the site is inaccessible, you can still exercise rights under laws like the CCPA/CPRA (California) or GDPR (EU) by sending a written request to the contact listed in the last available privacy policy or by using your browser’s cached copy. Include the email address tied to the account and a request for confirmation of deletion within a standard timeline (often 45 days under the CCPA/CPRA, subject to extension).

If you used social logins (Google, Facebook), revoke Zulily’s app permissions in those platforms’ security settings and change passwords reused elsewhere. Consider freezing your credit if you suspect identity risk, and monitor your statements for at least 2–3 billing cycles. Keep copies of any data-rights correspondence in case a successor entity or claims administrator takes over records management.

Tips to Get Faster Resolution

Time-box your actions, starting with the highest-leverage path: request platform help within 24–48 hours, then escalate to your card issuer no later than day 45–60 from the statement date if you lack confirmation. Always include order numbers, item SKUs, expected delivery dates, and the outcome you want (refund, replacement, or store credit). If an order is split across shipments, treat each tracking number as a separate line item in your documentation.

Beware of unofficial “Zulily support” phone numbers posted on search engines or social media; these are common scam vectors for shuttered retailers. Use only the official website, the last known Help Center URL, or your bank’s number printed on your card. If you succeed in getting a refund through your card issuer or PayPal/BNPL, close the loop by saving the case ID and outcome in your records in case a future claims process requests proof.

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 happened to the Zulily website?

In a surprising turn of events, Zulily, the once-promising e-commerce platform, has officially shut down—just seven months after a much-anticipated relaunch. What was supposed to be a new chapter in online retail turned into a cautionary tale faster than anyone expected.

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.

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.