Refund policy
We hope you love every ZHONG STUDIOS piece. If something isn't quite right, we're here to help.
This policy sets out your statutory right of withdrawal under EU law as well as our voluntary return terms, which extend beyond the statutory minimum.
At a Glance
- Return window: 30 days from delivery (statutory minimum is 14 days; 30 days is our voluntary extension)
- Condition: Unworn, unwashed, with original tags and packaging
- Return shipping: Paid by the customer, unless the item is faulty or incorrect
- Refund timing: Within 14 days of us receiving the returned item
- Refund method: Original payment method
1. Your Statutory Right of Withdrawal (EU Customers)
As a consumer in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods. If your order is delivered in multiple shipments, the period begins on the day you receive the last item.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or email). You may use the Model Withdrawal Form at the end of this policy, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Contact details for withdrawal notifications:
ZHONG STUDIOS Zhonglu Fashion Design (Shanghai) Co., Ltd. Lakeside Residence 77-101, Taodian Road, Yushan Town, Kunshan City, Suzhou, Jiangsu Province, People‘s Republic of China
Email: returns@zhongstudios.com
2. Effects of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the 14-day period has expired.
You will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In practical terms: you may try a garment on as you would in a shop, but garments showing signs of wear, washing, alteration, or with tags removed cannot be returned.
3. Our Extended Return Policy (Beyond the Statutory Right)
As a goodwill gesture, ZHONG STUDIOS offers an extended return window of 30 days from delivery. The conditions are:
- Item is unworn, unwashed, and unaltered
- All original tags are attached
- Item is returned in its original packaging (including dust bag, hanger, or any branded packaging where applicable)
- A copy of the order confirmation or order number is included
Returns received after 30 days, or in a condition that does not meet the above, may be refused or subject to a reduction reflecting the diminished value.
4. How to Return an Item
- Initiate the return: Email us at returns@zhongstudios.com within 30 days of delivery with your order number and the item(s) you wish to return.
- Wait for confirmation: We'll reply within 2 business days with a Return Authorisation and the return address.
- Pack securely: Return the item in its original packaging with all tags attached. Include a copy of your order confirmation or write your order number clearly inside the package.
- Ship the parcel: Send the parcel to the address provided. We recommend using a tracked service, as we cannot be responsible for items lost in transit.
- Refund: Once we receive and inspect the item, we will process your refund within 14 days to your original payment method.
5. Exclusions — Items That Cannot Be Returned
The following items are not eligible for return or refund, except where they are faulty or were delivered incorrectly:
- Final sale items (clearly marked as such at the time of purchase, including archive sale and sample sale pieces)
- Made-to-order or custom-altered pieces
- Earrings, for hygiene reasons
- Intimates and swimwear where the hygiene seal has been removed
- Gift cards
These exclusions do not affect your statutory rights regarding faulty or non-conforming goods.
6. Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged in transit, or different from what you ordered, please contact us at returns@zhongstudios.com within 7 days of delivery with photographs and a description of the issue.
In these cases, we will cover all return shipping costs and offer you a full refund, a replacement (subject to availability), or a repair, in line with your statutory rights under EU consumer protection law.
Your statutory warranty rights under EU law (which provide for a two-year period of liability for non-conformity) are not affected by this policy.
7. Exchanges
We do not offer direct exchanges. If you would like a different size, colour, or style, please return the original item for a refund and place a new order. This ensures the replacement piece is reserved for you immediately and avoids the risk of it selling out during the return process.
8. Refunds
Refunds are issued to the original payment method within 14 days of us receiving the returned item.
- Card payments: Allow 3–10 additional business days for the refund to appear on your statement, depending on your bank.
- PayPal: Typically within 1–3 business days.
- Other payment methods: Refund times vary by provider.
We refund the full price paid for the item, including standard outbound shipping where the entire order is returned. Supplementary delivery costs (e.g., express shipping upgrades) are not refundable.
If you return only part of an order, outbound shipping is not refunded.
9. Returns from Outside the European Union
Customers outside the EU may return items under the conditions in Section 3 (our extended return policy), but please note:
- All return shipping costs, customs duties, and import taxes are the responsibility of the customer.
- Parcels must be clearly marked as "Returned Goods — No Commercial Value" on the customs declaration to avoid us being charged import duties. Returns marked otherwise may be refused.
- The customer bears the risk of loss in transit; we recommend a tracked and insured service.
10. Contact
For any questions about returns, please contact:
ZHONG STUDIOS Zhonglu Fashion Design (Shanghai) Co., Ltd. Email: returns@zhongstudios.com Address: Flat 1506, 15/F, Cheung Fung Commercial Bldg
21-25 Cheung Sha Wan Road, Sham Shui Po, Hong Kong