About Wallet

FAQs

1. What is My Credit Wallet?

This is a virtual wallet associated with your Zolucky account, where you can access your Wallet if you choose to accept Wallet Credit refund instead of cash refund to the original payment method when returning items. Wallet Credit can be used at any time to make purchases on Zolucky, subject to terms and conditions.

2. How do I use My Credit Wallet?

Wallet Credit can be redeemed for purchase on Zolucky. If you have Wallet credit available, you will have the choice to use it on the checkout page. Wallet credit is the balance in your account on our website, and can only be used for site consumptions. It cannot be withdrawn as cash.

3. How to get Wallet Credit?

You can obtain Wallet Credit through the following methods:

Return and select the Wallet Credit refund option. The balance returned based on the order amount will be deposited into your wallet account.（Wallet credit is given by customer services in lieu for cash refund）

4. How do I use my Wallet Credit?

Wallet Credit can be used as cash to purchase Zolucky products. On the checkout page, you can choose whether to use your available Wallet Credit balance instead of cash payment. Your Wallet Credit balance is equivalent to cash. You can combine it with other special offers, discounts or promotional activities that we may provide. Please note that if you choose to pay for an order in a currency different from your Wallet Credit balance, your Wallet balance will not appear on the checkout page.

5. What if my Wallet Credit balance is not enough to pay for the order?

We support both using Wallet Credit as the only payment method and co-payment. When your Wallet Credit balance is insufficient, we also support integrated payments using other payment methods.

6. My order is a combination payment order (including both credit and cash), if I need to apply for a refund, can I choose to exchange it all for Cash or all for Wallet Credit refund?

Please note that refunds for combination payment orders only support refunds to the original account. For example:

1)Full refund: it will be refunded to the original account according to the payment proportion. (If you pay $40 with credit and $60 with cash, $40 will be refunded to your credit and $60 to your cash.)

2)Partial refund: Wallet Credit will be refunded first. (For instance, if you pay $40 with credit and $60 with cash, and a refund of $60 is needed, $40 will be refunded to your credit and $20 to your cash. If you want to prioritize a cash refund of $60, please contact customer service.)

7. Are there any restrictions on the use of Wallet Credit?

There is no limit to the amount of money that can be paid for an order using Wallet Credit, depending on the balance in your wallet account.

8. If I have already used a promotional code, can I still use my Wallet Credit?

Yes, you can use both your Wallet Credit balance and your promotional code at the same time.

9. How can I access my Wallet account? I do not see my Wallet account in my Zoluckyaccount.

To access your Wallet account, please follow these steps:

• >Visit our website or open our mobile app.
• >Look for the "Sign In" or "Log In" button and click on it.
• >Enter your registered email address or username and your password.
• >Click on the "Sign In" or "Log In" button to access your account.

Please note that the steps may vary slightly depending on the platform or device you are using.

10. Can I transfer my Wallet Credit to someone else?

Wallet Credit cannot be gifted or transferred to others.

11. Can I transfer my Wallet Credit to another ZoluckyWallet account?

Sorry, transferring Wallet Credit from one ZoluckyWallet account to another is not supported.

12. How can I withdraw funds from my Wallet account?

Funds will be refunded to the relevant payment agent's account that was used for the original payment. In any case, Wallet Credit t CANNOT be redeemed for cash refunds.

13. If I change my mind after accepting a Wallet Credit refund, can I request to revoke the Wallet Credit refund and choose a Cash refund instead?

Yes, you can. However, please note that the corresponding Wallet Credit refund must be unused. Once you have used this Wallet Credit refund to pay for an order, the refund cannot be revoked.

14. How long does it take for the Cash refund to appear in my account after revoking the Wallet Credit refund?

It usually takes one week to refund the cash to your original payment account. 【Note: If your original payment method is a credit card, the bank processing time for refunds may be longer (up to 1-2 weeks depending on the credit card company).】

15. How do I let you know whether I want a Wallet Credit or Cash refund?

You can inform us of your refund choice by email.

16. Will my Wallet Credit expire?

Wallet Credit is valid for three years from the date of issuance and will automatically expire when it expires. You can view the corresponding expiration date in each refund detail of your wallet account.

17. What should I do if I forget my account password?

If you forget your password, click "Forgot Password" or apply for a password change (contact us).

18. What should I do if my Wallet Credit is stolen?

Customers should protect their accounts and passwords. Zoluckyis not responsible for Wallet Credit theft caused by user reasons. If you find that your Wallet Credit has been stolen, please reset your account password immediately or contact us to freeze your wallet account to avoid further losses.

19. How long does it take for a Wallet Credit refund to be returned to my wallet account?

Wallet Credit refunds are usually issued in your wallet account within 24 hours. If there are any abnormalities, please consult customer service.

20. Does Wallet Credit refund support all currencies?

Currently, Wallet Credit refunds are only applicable to currencies listed on our website.

21. Why do I not have Wallet Credit balance available to pay for my order? I recently received a refund for my order.

All Wallet Credit has a currency unit, so please verify that the payment currency you are currently selecting is the same as the currency of the Wallet Credit refund. Wallet Credit of different currencies cannot be used together. For example, 1 USD Wallet Credit cannot be used in conjunction with 1 EUR Wallet Credit. 1 CAD Wallet Credit cannot be used in conjunction with 1 EUR Wallet Credit.

22. Can I use different cash currencies to pay for an order with Wallet Credit?

The currency of the Wallet Credit used to pay for the order must be consistent with the cash currency used. For example, if you have 20 EUR Wallet Credit in your account and want to use it, you must pay in EUR currency when placing a new order to use the 20 EUR Wallet Credit in your account.

23. Does ApplePay/GooglePay support payments using Wallet Credit?

Sorry, ApplePay and GooglePay do not support payments made with Wallet Credit.

24. Can I use Wallet Credit on the APP?

Yes, the Wallet has been synchronized online in the APP. If you cannot use it, please make sure that your APP has been updated to the latest version.

25. Terms of Service

You should carefully read these terms before agreeing to them. In addition, accepting these terms does not mean that you accept the Wallet Credit refund. We will according to your email response as the final processing standard, so please rest assured.