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 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. Or you can also log into your Account at the top right of our website to view order status and tracking. It typically takes 1-3 business days for an order to ship.
Please check your confirmation email or log in to your Account to check your order status. If your order status is unfulfilled, it is being prepared for shipment in our warehouse. You will receive an email with a tracking number from the courier as soon as it is shipped, and your order status will become fulfilled, or partially fulfilled if only part of the order has been shipped.
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 email@example.com to cancel your order.
No, you may not add to, modify or exchange 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 and Stripe 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 authorize and charge your payment method when your order becomes fulfilled.
No, our prices are exclusive of taxes and duties. International shipments may be subject to taxes and duties in accordance with the law of the destination country, and any amount due will be collected upon delivery by the shipping carrier.
If you are given a discount code, you may use it upon Checkout. For desktop, you will find the discount code input box on the right-hand side of the Checkout page. For mobile, you will find the input box under "Show order summary" on the top of the Checkout page.
Shipping / Delivery
Yes, we offer free shipping. Shipping fee will not be charged at checkout.
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 invested heavily into the research of the latest high-tech fabrics, and employed the most meticulous printing and sewing expertise. We spare no expense in delivering the highest quality to our customers.
We have chosen to manufacture most of our products in Taiwan, which is a developed economy with strong labor laws, and world-renown for innovation in functional textile materials. Your purchased items will arrive expediently from Taiwan via an international courier, such as DHL.
We offer free shipping 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.
Shipping estimates are provided by the shipping company, e.g. DHL. We have been advised that some customers may experience delays due to COVID-19 safety protocols. We apologize for the inconvenience.
Our prices are exclusive of taxes and duties. The receiver shall be responsible for taxes and duties in accordance with the law of the destination country, and any amount due will be collected upon delivery by the shipping carrier.
We will send you shipping notifications via email. At minimum, you will be informed when your order has been shipped. You can click on the link we send you to review your order status page and see all shipping information, or you can log in to Account to review your order and click the link within order details to track your delivery.
Return / Refund
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/unworn condition (a quick try-on is within reason) and packaging with hang tags attached.
Return item(s) must be safely received by us, at the address specified by Customer Service, within 20 days from the date of online refund request.
We will not accept merchandise that has been worn, used, altered or damaged.
We will not be able to accept liability for lost or damaged returns.
We do not accept returns for lingerie products, such as bra tops.
We do not accept returns on sale items or 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.
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 20 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 have designed our products with unique cut lines and in-house fabric best suited to present the desirable looks and feels for our customers.
You will see a Size Chart within each product page. Or you will find the general Size Guide in the footer at the bottom of our website. Alternatively, you may email Customer Service for suggestions.
Simply sign up to Account on the top right corner of Zoelle.com
Click Account at the top right of Zoelle.com, then click “Forgot your password?” After entering the email address linked to your account, an email will be sent to you allowing you to reset your password.