Return policy

1. General Return Eligibility

ZKZOOK accepts returns and exchanges for eligible products within a fixed return window starting from the date of successful package delivery. All return items must meet uniform eligibility standards to be approved for processing. To qualify for a return or exchange, products must be unused, unworn, unwashed, and free of any stains, scratches, damage, or personal wear marks. All original tags, labels, and packaging must remain intact and attached. Any items that do not comply with the above conditions will be rejected and are not eligible for refund or exchange services.

We only support returns for products purchased directly from our official website. Items purchased from third-party platforms, offline channels, or unauthorized resellers are not covered by our official return and refund services.

2. Non-Returnable Items

For hygiene, safety, and policy compliance reasons, certain product categories are final sale and cannot be returned, exchanged, or refunded. This includes all swimwear, intimate apparel, and clearance items explicitly marked as “Final Sale” on the product page or during checkout. Additionally, customized products, personalized items, and gift accessories are non-returnable and non-refundable. We strictly enforce final sale rules, and no exception will be made for personal preference reasons.

3. Valid Return Reasons

We accept legitimate return applications for various valid scenarios, including but not limited to defective products, manufacturing flaws, wrong items shipped by our team, size or style errors caused by our delivery mistake, and severe product inconsistency compared with the official description. For returns due to product quality problems or our operational errors, we will bear corresponding after-sales responsibilities and provide full refund, partial refund, or free reshipment services according to the actual situation.

Returns for personal reasons such as unsatisfactory style, inappropriate matching, or personal size preference are also acceptable, provided that the products meet our return eligibility standards. Customers shall bear the return shipping fees for personal reason returns.

4. Return Application Process

All return requests must be initiated by contacting our official customer service email in advance. Customers need to provide valid order information, including order number, recipient name, and corresponding product photos or videos to explain the return reason. Our customer service team will review your application within a reasonable time and send official return approval instructions and return address information to qualified applicants.

Unauthorized direct returns without prior official approval will not be accepted, and we reserve the right to reject such return packages. After receiving our return confirmation, customers need to send back the items following the specified return guidelines and keep valid return logistics tracking records for verification.

5. Shipping Fees for Returns

Return shipping fees are borne by customers for all personal reason returns. We do not cover return postage, handling fees, or logistics costs generated during the return process. For returns caused by our official errors, including quality defects, wrong shipments, and missing items, we will assume the return shipping cost after verification. All original shipping fees paid during order checkout are non-refundable under any circumstances.

6. Refund Processing Rules

Once we receive and inspect the returned items and confirm that all return conditions are met, we will initiate the refund process promptly. Refunds will be issued to the original payment method used for the order transaction. The specific arrival time of the refund depends on the processing rules of the payment platform and the customer’s bank institution, which is beyond our control.

All non-refundable fees, including PayPal transaction fees, cross-border handling fees, and currency conversion fees, will not be included in the refund amount. Only the actual product payment amount will be refunded after deducting non-refundable service fees when applicable. If the customer chooses an exchange service instead of a refund, no additional handling fee will be charged for eligible exchange orders.

7. Damaged & Missing Item Claims

Customers who receive damaged, defective, incomplete, or incorrect products must contact our customer service team promptly after package delivery and provide clear photographic and video evidence of the product condition, package appearance, and logistics information. We will verify the case comprehensively and provide targeted after-sales solutions, including full refund, partial refund, free replacement, or supplementary shipment.

Claims for damaged or missing items will not be accepted if customers fail to provide valid proof or apply beyond the effective after-sales period.

8. Order Cancellation Policy

Customers can apply for order cancellation before the order is processed and shipped. Once the order has been packaged and dispatched, cancellation requests will no longer be available. For successfully cancelled orders, we will process a full refund of the product amount according to the original payment path, in accordance with our refund rules.

9. Contact Information

If you have any questions, disputes, or consultation needs regarding returns, exchanges, refunds, and after-sales services, please contact our official customer service team through the following channels:

Email: helpu@zkzook.com

Address: 456 Oak Avenue, Apt 7B, Los Angeles, CA 90017, United States

Phone: +1 (907) 938-7536