We craft each ZEN & ZEN item with the utmost care and are confident you will adore your purchase! However, if for any reason you are not satisfied, we are happy to assist you with a return for a refund or a one-time exchange for a different size or colour.

All returns and exchanges are subject to the following conditions.

At this time, we are unable to process exchanges or returns for international orders. We are actively working to build a seamless international returns service and hope to offer this flexibility in the near future.

Eligibility & Final Sale Items

You must initiate your request within 14 days of receiving your order. All items must be:

• Unused, unaltered and unwashed.
• In its original packaging, including the box and all accessories and gifts.
• With all original tags and accessories attached.

Please note: All sale and discounted items (including promo codes) are considered a final sale and are not eligible for returns or exchanges, unless the item arrives defective or not as described.

Promo codes are not stackable with other sale or discounted items.

How to Initiate Your Request

To begin a return or exchange, please Contact us at:

Email: hello@zenzenco.com (Recommended for formal processing and receiving your return label)

WhatsApp: +65 8980 0324 (For quick questions only)

Please include your order number and let us know if you would like a refund, store credit or a one-time exchange (size or colour exchange only). If you are requesting an exchange, please specify the size or colour you would like. We will place the requested item on hold for you to ensure it is in stock.

The Return Process

Step 1: Confirmation & Courier Pickup

Once we have reviewed your request and confirmed that it meets our criteria, we will send you a return confirmation email with a return label and instructions. You will be asked to provide your preferred date and location for courier pickup.

Important: To ensure a successful pickup by our courier, Please carry out either of the following two options:

1. Replace the original label with a freshly-printed return label, or

2. Write the tracking number (found under the bar code of your return label) only on the original shipping label attached to your parcel.

Kindly Note on Packaging Integrity:

As per our Eligibility requirements, all returns must be in their original, unaltered packaging (including the outer box) to be accepted. Therefore, we must kindly ask that you do not write directly on the packaging box itself, as any markings, tape, or damage to the external packaging would render the item ineligible for a refund or exchange.

Our courier service does not pick up nor deliver from/to Sentosa, Jurong Island, airports/air bases, or army camps.

Please allow at least 5 working days for the parcel to arrive at our warehouse.

Step 2: Inspection & Resolution

Once the parcel reaches our warehouse, we will inspect the item(s) to ensure they meet our criteria. If your return is approved, we will proceed with one of the following:

For Refunds: A refund for the item's cost, minus a flat rate of SGD$10.00 to cover return shipping and admin fees, will be processed to your original payment method. Please allow 1-2 weeks for your refund to be processed.

For Store Credit: Your full original product value will be issued as store credit, valid for 6 months.

For One-Time Exchanges: Your new item will be immediately processed and shipped to you. You will receive an email notification when it is on its way.

If the requested item is out of stock, we will contact you to discuss on the next steps which may include:

> Store credit valid for 6 months for the value of the returned product plus an additional $5 credit.

> A full refund.

If a Return Is Not Approved

Items without tags or showing signs of wear, including but not limited to stains, unpleasant odours, or stretching, will not be eligible for a refund or exchange due to hygiene reasons.

If a returned item does not meet our criteria, we will contact you to discuss the next steps. We may offer to re-deliver the item to you at your cost, or you may choose for us to keep the product.

Important Notes

Processing Time: Please allow 2-3 business days for your return or exchange email to be processed. This may take longer during peak or sale periods, up to 3-7 business days. We appreciate your patience as our team works to assist you as quickly as possible.

While we conduct thorough quality checks on every item, very occasionally a minor imperfection may occur or you might receive the wrong item. This policy applies only to items purchased directly from our website and reported within 14 days of receiving your order.

How to Report an Issue

If you believe you have received a defective item or the wrong product, please contact us immediately at hello@zenzenco.com with your order number and the following information:

For Defective Items:

Clear pictures or a video clearly illustrating the issue.

Please note: Minor loose threads that do not affect the structural integrity or appearance of the garment are not considered defects.

Colour Accuracy: Colours may appear slightly different depending on your screen.

Measurement Variation: Allow for a +/- 3-5cm difference in measurements due to the individual crafting of each item. These variations are not classified as defects.

For Incorrect Items:

The product code, size, and colour details of the incorrect item you received, together with the invoice/packing slip.

A picture of the incorrect item (optional but helpful).

Please ensure any incorrect items are in their original condition—with the original tag, unworn, unwashed, and unaltered.

Upon receiving your email, our team will review the information. If the issue is determined to be a manufacturing defect or an incorrect shipment, we will work with you to find a resolution, which may include:

• A replacement of the correct/non-defective (subject to availability),
•  Store credit plus additional $10 credit valid for 6 months, or A full refund.

Important Notes

Processing Time: Please allow 2-3 business days for your return or exchange email to be processed. This may take longer during peak or sale periods, up to 3-7 business days. We appreciate your patience as our team works to assist you as quickly as possible.

Our Rights: We reserve the right to reject any return or exchange that does not meet the conditions outlined above. We also reserve the right to amend this policy at any time.

To maintain customer trust and streamline the process for our international customers, we have a specific protocol for items received that are defective or incorrect. This policy is an exception to our standard international no-returns policy.

Eligibility Criteria

Claims are only eligible if they meet one of the following criteria:

•  Defective/Damaged: The item arrived with a manufacturing defect (e.g. torn seam, broken stitching) or was damaged in transit.
•  Incorrect Item: You have received the wrong size, colour, or a different product than was ordered.

How to Report an Issue

You must report the issue within 14 days of delivery. To initiate a claim, you are required to provide the following information to our support team:

The order number and the name of the affected item.

A detailed description of the defect or incorrect item received.

Clear photographic or video evidence of the issue (e.g., a photo of the incorrect label, a close-up of the damaged area).

Note: Claims submitted without adequate visual evidence may be denied.

Upon receiving your email, our team will review the information. If the issue is determined to be a manufacturing defect or an incorrect shipment, we will work with you to find a resolution, which may include:

A replacement of the correct/non-defective item (subject to availability),

Store credit plus additional $10 credit valid for 6 months, or

A full refund.

Handling the Original Item

To avoid the prohibitive cost and complexity of international returns,

• You may be asked to dispose of the item or donate it to a local charity.
• We reserve the right to request the return of high-value items, but in such cases, we will provide a prepaid international shipping label.