Frequently asked questions
Information about Zemvo products, payments, US shipping, returns and customer support.
Products
Are Zemvo bags handmade?
Yes. Zemvo works with a group of independent artisans who make our bags by hand in Boston.
Minor variations in measurements, texture, pattern placement and finish may occur. These details are part of each bag’s individual character and are not necessarily defects.
Are your bags made to order?
No. The current collection is held in ready-to-ship inventory in Boston. Inventory is tracked for each design, and products cannot be purchased after they sell out unless more stock becomes available.
Do you offer personalization?
We do not currently offer personalized or custom-made bags. Zemvo focuses on a considered collection of ready-to-ship styles and fixed color combinations.
Can I choose another color or size?
Each bag is available only in the colors and dimensions shown on its product page. The color palette is part of the fixed design and is not a selectable variant.
Where can I find product measurements?
Measurements, weight and strap or handle details are listed on each product page in inches and centimeters. Because every bag is handmade, measurements may vary slightly.
How should I care for my bag?
Handle your bag carefully and avoid prolonged exposure to water, excessive moisture, direct heat and rough surfaces.
Materials vary by design, so review the care information on the relevant product page. Contact us before applying an unfamiliar cleaning product.
Orders and payment
Which payment methods do you accept?
Payments are processed securely through PayPal. The PayPal payment options available to you will be shown during checkout.
Will I receive an order confirmation?
Yes. An order confirmation will be sent to the email address entered during checkout. If it does not appear, check your spam or junk folder before contacting us.
Can I change or cancel my order?
Email support@zemvo.shop as soon as possible if you need to request a change or cancellation.
We will make reasonable efforts to assist before dispatch, but changes cannot be guaranteed after fulfillment has begun. If the order has shipped, you may request a return under our Refund and Returns Policy .
Can I change my delivery address?
Contact us immediately if you notice an address error. We may be able to update it before dispatch, but we cannot guarantee changes after the parcel enters the USPS network.
US shipping
Where do you deliver?
Zemvo currently ships to addresses across all 50 US states. We do not currently offer international shipping.
How much does shipping cost?
Standard USPS Ground Advantage shipping is free on every order.
How quickly will my order be dispatched?
Ready-to-ship orders are normally dispatched within 1–2 business days. Business days are Monday through Friday, excluding US federal holidays.
Which shipping service do you use?
Orders are sent using USPS Ground Advantage. USPS Tracking is included.
When should my order arrive?
USPS Ground Advantage normally has an estimated transit time of 2–5 business days after dispatch. Combined with our handling time, most orders are expected to arrive approximately 3–7 business days after being placed.
Delivery dates are estimates, not guarantees. Alaska, Hawaii, adverse weather, federal holidays, peak periods and carrier disruption may result in longer delivery times.
How do I track my order?
Tracking information will be emailed after dispatch. USPS tracking may take some time to update after the parcel is first accepted.
What should I do if my order is delayed?
Check the USPS tracking information first. If tracking has not updated or the parcel is significantly delayed, email support@zemvo.shop with your order number.
Returns and refunds
What is your return period?
You may request an eligible return within 30 days after receiving your order. Contact support@zemvo.shop before sending anything back.
What condition must a returned bag be in?
Change-of-mind returns must be unused, unworn and in their original condition, with any original packaging and included accessories.
Review the complete eligibility requirements in our Refund and Returns Policy .
Who pays for return shipping?
Zemvo covers return shipping for eligible returns. After approving the request, we will provide return instructions and a prepaid shipping label.
Returns sent without prior authorization may not qualify for prepaid return shipping.
When will I receive my refund?
After receiving and inspecting an eligible return, we will notify you of the outcome. Approved refunds are issued to the original PayPal payment method, normally within five business days of approval.
PayPal or the funding institution may need additional time to display the completed refund.
What if my bag arrives damaged or incorrect?
Contact support@zemvo.shop as soon as reasonably possible. Include your order number, an explanation and clear photographs of the product, packaging and shipping label.
We will assess the issue and provide an appropriate resolution.
Do you offer exchanges?
We do not currently offer direct exchanges. If you want another product, return the original item in accordance with our policy and place a separate new order.
Contact
How can I contact Zemvo?
Email: support@zemvo.shop
Address: 17 Cunningham St, Boston, MA 02125, United States.
You can also use the form on our Contact page .
Still have a question?
Contact Zemvo before ordering or send us your order number if your question relates to an existing purchase.
Contact Zemvo