Return & Refund Policy

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

Returnable Items:

Items that can be returned/refunded or exchanged within 14 days of receiving must follow the criteria as below:

1. Faulty items damaged/broken, or soiled upon arrival.

2. Items received in the incorrect size/color.

3. Items are unwashed, unworn, unused, with tags and unaltered.


Conditional Returnable Items:

1. Items inside the 14 days warranty time-frame.

2. Items well arrived but later than expected

3. Customer do not fit for the size chosen.


Non-Returnable Items:

1. Items outside the 14 days warranty time-frame.

2. Washed, worn, used, tag-removed or misused items.

3. Items under the following categories: 

  • Sleepwear
  • Swimwear
  • Clearance


Please note: Zkaka will be in charge for shipping cost of the products which meet the Returnable Items. However, customers need pay for shipping cost of the products which meet the Conditional Returnable Items.




How Do I Return Something?

STEP. 1: the Send A return Request By Sending an email to Zkaka Customer Service Team([email protected]). Please Remember to the include The following Details in The Request for Faster Processing:

A. the Order Number

B. the Name of The Item you want to return. 

C. Reason for wanting to return the items(Size/Quality/Other Reasons...) 

D. Photos of the items to be returned.

For reference:

*For returns because of issues with the fit/size of the item(s), kindly Send us photos with the measurement visible from the item(s). 

*For returns because of issues with the condition/quality of the item(s), kindly include photos highlighting the specific issues with the item(s). 

 

Step 2: Our Customer Service Representatives will give a response to your request within 24-48 hours.

(There will be instances that we will not be able to attend to your issue due to High email volume but rest assured we will be working round the clock to answer all emails and calls as fast as possible.) 

Depending on the cause of the return, We may provide you with Better Options, But the final decision depends on you. Also, Return address isn't the company address on Zkaka website. Our customer service will provide you a return address after return authorized.

 

Step 3: After shipping The package, request the "Tracking Number" of the shipment from your Local Post Office. Remember to inform our Customer Service Representative through email, that you've shipped the package and provide us with the "Tracking Number". 

 

Step 4: Once We receives the package, we will process a refund for the items within 1-2 business days.

 

Note:

If the claim is for any item of your order, and at the same time your order doesn't include any promotions or discounts, you will receive a full refund for the item. But if the order includes promotions or discounts, the item will For example, if the original price of an item of your order is $10, and the grand total of your order is $18 after a $2 off discount, so you will receive $9 refund after cancelling this item.


1. Please do not reject reveive the products. If the customer rejects the product, the product may be destroyed. In this case, the customer will be responsibility for rejection and we will not refund;

2. If the customer does not leave detailed or real address information, which make the product cannot be delivered or the product is seized by the customs. In this case, we will not refund;

3. For orders that have been shipped within 1-3 days, if the customer applies for a refund, we will try to contact the logistics company to cancel the order. If the package can be send back, we will give a refund (not including shipping), if it cannot, refund may not be available.


 


Refunds (if applicable)

Once your return is received and inspected, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 


How Long Will It Take For Me To Receive My Refund?


The time for you to receive your refund depends on the payment method you used. Here are the expected times of each payment method:

Credit card: 5-15 business days

PayPal: 3-5 business days

Western Union: 8-15 business days

Bank wire transfer: 8-15 business days

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