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FAQs

1. Can I return or exchange an item?

We are sorry that we do not offer any exchange or refund at the moment. If you have any concerns about your purchase, please contact us within 3 days upon receipt of goods (based on the delivery status provided by the respective delivery company). We will get back to you within 24 hours. We will not accept any cases after 3 days upon receipt of goods under any circumstances.

Example: If you receive the parcel on 16 Jan, please contact us on or before 19 Jan if you have any concerns about your purchase

2. What if I enter the wrong delivery information?

Please double confirm that the delivery information is correct before placing your order to ensure successful delivery. If you wish to change the delivery information, please contact us within 24 hours after placing your order. Customers are responsible for unsuccessful delivery or any additional costs incurred during delivery if the information is incorrect or if you contact us after 24 hours after placing your order.

3. What if the item I ordered is out of stock?

If your purchased item is out of stock, we will issue a full refund to your original payment method. The refund will normally appear in your account within 10 working days.

You can also make an exchange instead. If the value of your exchange item is lower than the original, we will refund the balance; if the value is higher, you will have to pay back the balance. If the processing time (from placing order to dispatch) extends to 14 working days or above due to the exchange of products, no compensation will be made.

4. What if I receive a faulty item?

If you have any concerns about your items received, please contact us within 3 days upon receipt of goods (based on the delivery status provided by the respective delivery company). We will get back to you within 24 hours. We will not accept any cases after 3 days upon receipt of goods under any circumstances.

Circumstances not considered as faulty

Thread ends, unopened buttonholes, small stains (diameter/length within 3 mm), mixed threads*, buttons that can be sewn back, asymmetry within a reasonable range, measurement variance within 1-3 cm, color difference, texture not as expected, natural scars/patterns/wrinkles/folds/dyes on real leather goods, wrinkles/folds caused during shipping, odors of the fabric/dye
*mixed threads: mixed threads may appear during production process which cannot be avoided completely, please consider carefully before making a purchase

5. What if I receive a wrong item?

If you receive a wrong item, please contact us within 3 days upon receipt of goods (based on the delivery status provided by the respective delivery company). We will get back to you within 24 hours. We will not accept any cases after 3 days upon receipt of goods under any circumstances.

After confirming the eligibility of your case, please send the wrong item back to our provided address using SF Express within 3 days. After checking the returned item, we will send you back the correct item. We will take charge of the round trips' shipping costs.

All returned items must be new, unworn, undamaged, unwashed, with tags (if applicable), in its original packaging, with complete and undamaged accessories (if applicable), with no post-processing, with no odors such as odors of perfume, cigarette, body, detergent.

If returned item does not fulfill the above requirement, we will not accept your return under any circumstances. Item will be returned to you using SF Express and you will be responsible for any costs and risks incurred.

6. Do I have to pay taxes or tariffs?

For delivery out of Hong Kong, customers are responsible for all taxes and tariffs, or any other additional costs incurred during delivery or customs. Customs regulations vary in different countries and regions, please check your region/country’s relevant customs regulations before placing an order. If you refuse to sign the package due to any reason (including refusing to pay relevant fees or to provide relevant documents), we will not issue any refund, resend a new parcel, or provide any kind of compensation.

7. Are products under "in stock" section 100% available?

We will try our best to ensure the inventory level of products under "in stock" section is accurate. If the product you have purchased is not in stock, we will order the product for you automatically without prior notice. If you wish to confirm the inventory of "in stock" products, please contact us before making a purchase.

8. What if my order does not qualify for free shipping due to shortage of stock?

If your order does not qualify for free shipping due to shortage of stock, shipping fee will be charged to customers upon the receipt of goods. We reserve the right to ship out the parcel without prior notice.

ZERO TO ONE APPAREL LIMITED reserves the right to change the above policy without prior notice.