Returns & Refunds
We want you to be happy with your piece. If it is not right, you can send it back within 14 days of delivery for a refund. This page explains how.
1. Your 14-day return window
You may return an item for a refund within 14 days of the day it was delivered, provided it is unworn, unused, and in the original packaging with tags attached. The window runs from the delivery date, not the order date.
This is a goodwill policy that sits alongside your statutory rights — it does not replace or limit them (see section 5).
2. How to return something
- Email us first at hello@zhosie.com with your order number and the reason for the return. We will reply with return instructions. Parcels sent without notice may be refused at customs.
- Pack it securely in the original packaging with any tags still attached, and include a note with your order number inside the parcel.
- Ship it back using a tracked service. Keep the tracking number — we cannot refund a parcel that goes missing on the way back to us if there is no tracking.
Return shipping is paid by the buyer unless the piece is faulty or was sent in error, in which case we cover it.
3. What we can and cannot accept
Accepted — unworn, unused items in the condition they arrived in, with all original packaging and tags.
Not accepted:
- items that show signs of wear or use;
- items customised, embossed or made to your personal specification;
- items damaged after delivery, or returned without the original packaging;
- items returned after the 14-day window has closed.
Made-to-order and personalised pieces are excluded from the change-of-mind right, because they cannot be resold. This exclusion does not apply if the piece is faulty.
4. Refunds
Once your return arrives we inspect it, usually within 3 working days. If it meets the conditions above we refund the item price to your original payment method. We refund the original outbound shipping only if the whole order is returned, or if the item was faulty or sent in error.
Refunds are issued in the original currency. Your bank may apply its own exchange rate, and any difference caused by currency movement is outside our control.
Please allow up to 10 working days for the refund to appear after we confirm it — the time depends on your bank or card issuer, not on us.
5. Faulty or incorrect items
If a piece arrives faulty, damaged, or is not what you ordered, contact us as soon as you can — ideally within 7 days of delivery, with photographs. We will cover the return shipping and repair, replace or refund the piece at your choice. Nothing in this policy limits the statutory consumer rights you have in your country of residence, and where those rights are more generous than this policy, they prevail.
6. Exchanges
We do not run a formal exchange process, because stock is limited and a piece may sell out while a return is in transit. The fastest route is to return the original item for a refund and place a new order for what you want.
7. Cancelling an order
You can cancel an order free of charge any time before it is dispatched — email us and we will refund you in full. Once a parcel is in transit you can still use the 14-day return window above, or refuse delivery; a parcel refused at the door and returned to us is refunded less the shipping cost.
8. Questions
Email hello@zhosie.com with your order number. See also our Shipping & Delivery page and Terms of Use.