Return & Exchange

Our returns policy is based on Customer Rights Act 2015 (UK) which is available to browse online here.


Before placing order on our online shop, please make sure that you have read and understood the product description. We aim to provide you with fun and satisfaction with our products and services. However, there might be occasions that you want to refund or exchange your purchase.


After purchase, if you changed your mind or if you thought that the product is faulty, please inform us via email to within 14 days of receiving the goods. Please return the unused item and a valid receipt to us within 14 days of informing us. 'Unused item' means undamaged item with original package and labels. We will then offer a full refund to your original payment method or we will send you an exchanged item upon request. The refund/exchange may take up to 14 days after we receive the returned item.


If you return your order directly to one of our retail sites, we will process the refund/exchange immediately. Please note that in this case you still need to inform us of your decision of returning the item to our retail site via email within 14 days of receiving the goods. This is to make sure that we have the refund or replacement item ready for you.


In a few occasions, you might think the item that you have bought is faulty after 14 days of receiving it or after you have used it, we are still able to refund or replace it. In this case, sometimes, you may need to provide proof of faulty due to quality issues but not due to damage after purchase.


Sales items can not be returned if not faulty.


Personalised items can not be returned if not faulty.


Certain items such as earrings can not be returned once opened due to hygiene reasons.


If you need to discuss with us regarding returns/exchanges or the condition of the item, please do not hesitate to contact us.

© 2020 by Zoe Lan Ltd