Frequently Asked Questions

No, you do not need an account to place an order. Though you may register for an account to store your delivery and payment details for easier checkout, to manage your account and orders, and to stay informed of new arrivals and exclusive promotions.

You can log in to your Account at the top right corner of our website to check order status and tracking. If your order status is "Unfulfilled", it is being prepared for shipment in our warehouse. Your order status will become "Fulfilled" as soon as the order has been shipped, or "Partially Fulfilled" if only part of the order has been shipped.

You should receive an email to acknowledge your order upon completion of purchase. The confirmation email contains your order summary and a link to track delivery. If you did not receive a confirmation email, please contact us immediately.

You may log in to your account to cancel your order when your order status is still unfulfilled. Simply check your Account and click “cancel.” Once the order status becomes fulfilled, i.e. processed for shipping, we may not be able to cancel it. If you do not have an account, please send an email to contact@zoelle.com to cancel your order.

No, you may not add to or modify an item in your existing order. However, you may cancel your order and re-order as appropriate, before your order status becomes fulfilled.

Log into Account, and you will see a list of your past orders. You will find your order details by clicking on the order number.

We accept major credit cards including Visa, Mastercard and American Express. Credit card processing is handled by Shopify Payments. You can also choose to use PayPal, Shop Pay, Google Pay, Apple Pay or Facebook Pay during the checkout process.

We accept payment in AUD, EUR, GBP, HKD, JPY, TWD, USD.

We offer free worldwide shipping over $120. Shipping fee will not be charged at checkout for such orders. We charge a flat $10 delivery rate for orders under $120.

It may be possible to change your shipping address when the order status is still unfulfilled. Please email Customer Service as soon as possible. All address corrections are subject to review and can be declined following a security screening.

We have chosen to set up our fulfillment center in Taiwan, which is a developed economy with strong labor laws, and world-renown for innovation in functional textile materials. Your purchased package will be sent by Zoelle Limited (local tax ID 82877817), and will arrive expediently and reliably via an international courier, such as DHL.

We ship to the following countries/regions:

Andorra, Australia, Austria, Bangladesh, Belgium, Brunei, Bulgaria, Cambodia, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Fiji, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Japan, Jersey, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Malta, Micronesia, Monaco, Netherlands, New Zealand, Norway, Pakistan, Papua New Guinea, Philippines, Poland, Portugal, Romania, San Marino, Singapore, Slovakia, Slovenia, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United States, Vietnam.

You may email customer service directly if you wish to ship to any country/region not listed above.

It typically takes 1-3 business days for us to process an order. After the package gets picked up by the shipping carrier, e.g. DHL, average arrival time is 2 days for Asia, 2-4 days for the UK / Europe, 3-5 days for the United States, and 5-7 days for Australia / New Zealand.

Returns and refunds on eligible products purchased on Zoelle.com may be requested by contacting Customer Service within 10 days from the date of delivery. Returned merchandise must meet the below requirements in order to be accepted for a refund:

• Item(s) to be returned must be purchased on Zoelle.com.
• Item(s) must be in original/unused/unaltered/unwashed condition and packaging with hang tags attached.
• Return item(s) must be safely received by us, at the address specified by Customer Service, within 14 days from the date of online refund request.
• We will NOT accept liability for lost or damaged returns.
• We will NOT accept returns for lingerie products, such as sports bras.
• We will NOT accept returns on pre-order or made-to-order items.
• We will NOT accept returns on sale items; all sales of sale items are final.
• We will NOT accept returns on gift cards.

Please note that we do not currently generate return labels, customers will be responsible for return shipments & costs. And we are unable to issue refunds for any customs/import duties, taxes or additional fees that may apply to your order. In addition, a US$10 restocking fee is charged on each item returned and refunded.

Items purchased at a Zoelle store or other retailers cannot be returned to Zoelle.com. These items may only be returned to the store of the original purchase.

You can return an item by following the steps below. We recommend using a carrier that will provide you with a tracking number.

• Check our return policy for eligibility before initiating a return. Please contact Customer Service to request a return within 10 days from the date of delivery.
• Pack the item(s) you wish to return in the original packaging.
• Print and include the invoice received in the order confirmation email.
• Kindly ensure the return box is safely sealed.
• Mail us the tracking number or proof of posting after the return package is collected by the carrier of your choice.
• The return package must be safely shipped back to us within 14 days of your return request.

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct appropriately.

Once received at our return center, please allow 5 business days for returns to be processed and credited back to the original form of payment. You will receive an email confirmation when your return has been completed.

Please note that we are unable to issue refunds for any customs/import duties, taxes or additional fees that may apply to your order.

We do not refund the cost of shipping. And a US$10 restocking fee is charged on each item returned and refunded.