Returns & Exchange

Overview

At ZESTLY, we take our promise of superior product quality seriously - every single item that leaves our manuturing facilities must undergo one (or more) rounds of quality assurance processes, just to make sure your items come in superb conditions exactly as expected!

But we get it... to err is human If a mistake on our end ruined your day, please accept our sincere apologies!If you're ever not completely happy with the item you received, Let us know ASAP and we'll see what we can do to make it right for you.

At ZESTLY, we run a 45-day Return, Refund and Exchange policy:

• After successfully placing an order (i.e. receiving order confirmation), anytime within the next 45 days you may opt to return any defective/damaged/wrong items for refund or exchange original item for a different size. and we will do our very best to resolving any issues you might have encountered.

It is our commitment that all products are Made to Order just for you, thus any returned item(s) cannot be easily resold to new customers. Unlike fast-fashion brands. we put in our best efforts into cutting down on textile waste and encouraging responsible consumption.

Therefore, we'd gladly cover the return shipping for you if it's our fault (e.g. receiving a faulty item); otherwise, the arrangement & costs of the return shipment will be your responsibility. 

Please note, if you're requesting a return simply because you changed your mind about the style/color/design of the product (instead of any quality-related problems), we strongly encourage you to talk with our customer care team and consider other more sustainable alternatives (of course, we'd offer as much help as possible). 

Defective/Damaged/Wrong Item(s)

In the (unfortunate) event of receiving defective/damaged/wrong item(s), please:

1. Contact us within 45 days of order confirmation( let us know what happenend with photo/video evidence attached)
2. Upon assessment, we'd gladly issue you a replacement order or a refund back to your original form of payment (it's up to you, really)
3. Please kindly allow up to 5 business days for us to process your refund payment or ship out a replacement (don't worry, we'll let you know by email)

* Please do not dispose of any defective/damaged/wrong item(s) on your own without consulting with us; our customer care team will follow up accordingly based on our assessment of the situation.

Request For a Size Exchange

Given our Made to Order model, we don't do tradtitional size exchanges. Instead, the easiest way to exchange your item for a different size would be: Simply return your original order & place a new order right away.   

1. Submit an exchange  request (within 45 days of order confirmation); make sure the item is unused, unwashed & in original condition;
2. Upon approval, we'll send you a return confirmation email (including return address); you'll be responsible to arranging & paying for the return shipping up front;
3. Once we succesfully received and processed your returned item, the refund for your original order + return shipping fees will be issued to you altogether via store credit;
4. In the meantime, place a new order of your desired size - absolutely no need to wait another month to get your fav item with the ideal size! 

* If you can't find a packaing slip or return label in our package, don't worry! We've gone paperless to save trees, so the whole process is digital now.

Final Sale/Non-Returnable Products

Due to personal safety and hygiene concerns (especially during  the ongoing pandemic), certain types of items are "Final Sale" only and cannot be returned, including face masks, hats, leggings and socks.  

In addition, certain limited edition or special sale items are also classified as "Final Sale" items. All "Final Sale" items will be labeled as such in the product description section. Please make sure you've read through the product details before placing an order.

Refund

In the case of receiving defective/damaged/wrong item(s), if you no longer wish to receive a replacement order, then a refund is in order. In most cases, approved refunds will be issued back to your original form of payment. Please allow up to 5 business days for us to process your refunds.

Please also be aware that banks/payment service providers usually require additional period of time for processing after we issue the refund. Your patience is highly appreciated.

Alternatives forms include store credits or gift cards may be offered per your request/mutual agreement as part of the proposed solution for issues encountered with customer care.

Please note the original delivery fee will NOT be refunded.

Defining "Quality Issues":

• Loose threads, raw edges, thickness, touch, and slight color display differences do not constitute quality issues
• Damages due to use, wash, care, improper maintenance or other human factors are not considered quality issue
• Dissatisfaction in actual style, color due to changes in personal preference are not considered quality issue
• Different items with the same sizing label may fit differently. Please refer to actual measurements and information on fitting in the product details section before placing an order

For any returns/exchange/refund-related questions and answers, you can always visit our Help Center or directly reach out to us at info🎱ZESTLY.me.