If you received a defect item, please notify us within 7 days of receipt by replying to your order email. Please explain the nature of the defect and attach any photos or videos, if these are deemed useful in explaining the problem.
In the rare instance when the defect is too complicated and cannot be clearly demonstrated by a photo or video, you can choose to send the item back to us for evaluation.
Once the defect is confirmed, we will do a one-on-one exchange with you. Please note that the replacement will be shipped out only after the defect is confirmed, which will take some time.
If you change your mind about your purchases, please send us a request via email within 7 working days from the date of receipt. The return item(s) is to reach us within 5 working days upon receiving an acknowledgement email from us. Do seek our confirmation prior to returning your item(s). It is not advisable to send the item(s) back to us on your own accord.
All returned items must be in its original condition as you received it, not used or expired, undamaged and unopened packaging. Returned items that do not fulfil the conditions will be rejected.
- Clothes: Have to be unworn, unwashed, unaltered, and with its tag intact
- Other: Have its label intact
Do note that, we do not allow exchange / return of items for the following, unless they are defective.
- Skincare products
- Orders made with promotional codes (unless otherwise stated)
- Sales item
Customers will have to bear all shipping charges involved in the exchange/return. Depending on circumstances, you may be allowed to exchange to another item. However, do note that the exchanged items will have to be of an equal or higher value than the original item, and you will have to top up the differences. There will be no refund of the balance if the value of exchanged item is lower than the original item.
Zenly will not be liable for any loss or damage that may be incurred in the process of shipping the items back to us. Zenly reserves the right not to accept any used items / items with packaging that has been opened before. In the event a return item cannot be accepted, the sender will bear all costs in having the item sent back to the sender’s address.
Zenly do not accept walk-in returns at this point and customers are responsible for all shipping costs in sending the item back to us. We encouraged all customers to use a trackable service when returning items to us. This is to facilitate the tracking status of your own returns. Do note that we would not be able to advise on the status of your return, nor be responsible for any delays or loss, if you have chosen a non-trackable mode of return.
Kindly note that we are not able to accept cancellations after an order has been placed on our website. Should you change your mind after placing the order online, you can opt to return the item you do not want back to us under our return policy (see above). In the event you decide not to accept an order that is placed and reject it during delivery, a fixed S$10 administrative fee would be applied.
Do kindly seek our confirmation prior to returning your item(s). Please do not send the item(s) back on your own accord.