Returns & Exchanges
Customers may apply for a return or exchange within 30days after receiving product(s). Refunds will be made by the same method you used to pay.
Please note: items marked “Final Sale” cannot be returned/exchanged.
Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.
- All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
- All items must be returned with their original boxes.
- All items must be returned in one package.
- Return/Exchange shipments must be made using the same service as the original delivery.
- We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
- Customised items cannot be returned.
- The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
- For hygiene reasons, underwear briefs, certain jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
- Naturally any faulty items can be returned.
- If the item is damaged or broken during the transportation process, please take a photo and contact us as soon as you receive the package. We accept full compensation or reissue a new package.
We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.
HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please contact our Customer service team to start the return process with the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Step 3: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by shop-zakkagifts in case of returns.
Once your package reaches us, please allow 30 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. After the return is accepted, you will get a refund within 3-5 working days, and you will receive a confirmation email.
We do not bear the round-trip shipping
If an item in your order was damaged in transit! Please send us an email at firstname.lastname@example.org with your order number, full name and an image of the damaged item and we’ll be happy to help you!
As we have multiple warehouses, please contact customer service before returning the goods to determine the return address.
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We strive to respond to your questions within 24 hours.
Customer service chat hours:
Monday - Friday 10 am - 5 pm (Hong Kong Time)
Now available in English.