Return Policy

Thank you for shopping at ZORABELLA PTE. LTD. (“ZORABELLA”, “we”, “us”, or “our”). We want you to be completely satisfied with your purchase of clothing and shoes. If for any reason you are not satisfied, we offer a straightforward returns policy to ensure a hassle-free experience for our global customers. Please read the following terms carefully before initiating a return.​

1. Eligibility for Returns​

To be eligible for a return, the following conditions must be met:​

• The item(s) must be unused, unworn, and in their original condition, with all tags, labels, and packaging intact (e.g., shoe boxes, clothing dust bags).​

• Returns must be initiated within 10 calendar days from the date of delivery (as confirmed by the shipping carrier’s tracking information).​

• All returns must include the original invoice or order confirmation details (order number, customer name, and contact information).​

2. Defective or Damaged Items​

If you receive an item that is defective, damaged, or incorrect (e.g., wrong size, color, or style), please contact us immediately. We will require the following to process your claim:​

• Photos or videos of the defective/damaged item and its original packaging.​

• A copy of the shipping label and order confirmation.​

For such cases, we offer two solutions:​

• A full refund (including original shipping costs, if applicable).​

• A free exchange for the same item (if available) or a different size/color (subject to stock availability).​

Claims for defective or damaged items must be submitted within 10 calendar days of delivery.​

3. Return Process​

To initiate a return, please follow these steps:​

1. Send an email to our customer service team at [email protected] with the following information:​

• Order number​

• Name of the item(s) to be returned​

• Reason for return (e.g., size mismatch, change of mind, defective)​

• Preferred resolution (refund or exchange, if applicable)​

• Photos of the item(s) and packaging (for defective/damaged claims)​

2. Our team will review your request within 2-3 business days and send you a Return Authorization (RA) number along with detailed return shipping instructions.​

3. Package the item(s) securely in the original packaging (or equivalent protective packaging) and include the RA number on the outside of the package.​

4. Ship the return package to the address provided in the RA email. Please note that:​

• Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect (we will reimburse reasonable shipping fees upon receipt and verification of the return).​

• We recommend using a trackable shipping service and retaining the tracking number for your records, as ZORABELLA is not liable for lost or misplaced return packages.​

4. Refund & Exchange Processing​

• Refunds: Once we receive and inspect your return package (typically within 5-7 business days of delivery to our warehouse), we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow 7-14 business days for the refund to reflect in your account, as processing times may vary by payment provider and region.​

• Exchanges: If you request an exchange, we will ship the replacement item(s) once the returned package is received and verified. Exchanges are subject to stock availability. If the requested item is out of stock, we will notify you and offer a full refund instead. Shipping fees for exchanges are free for defective/damaged items; for other returns, standard shipping fees may apply (we will confirm this in the RA email).​

5. International Returns​

For customers outside Singapore:​

• Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect.​

• Customers may be subject to import duties, taxes, or customs fees when returning items. ZORABELLA is not responsible for these additional charges, and they will not be reimbursed.​

• Please check with your local customs office for information on return procedures and potential fees to avoid delays.​

6. Exceptions & Limitations​

• We reserve the right to refuse returns that do not meet the eligibility criteria (missing tags, late returns).​

• Refunds will not include any original shipping costs (unless the return is due to our error).​

• ZORABELLA will not be liable for any damages or losses incurred during return shipping unless a trackable service is used and proof of delivery is provided.​

7. Contact Us​

If you have any questions, concerns, or need assistance with a return, please contact our customer service team:​

• Phone: (65) 88346124 (Monday to Friday, 9:00 AM – 6:00 PM SGT)​

• Email: [email protected] (response within 2-3 business days)