Refund policy

In short

  • Wrong size? One free size exchange per order.
  • Damaged, defective or wrong item? Free replacement or full refund — no need to send it back.
  • Changed your mind? Return within 14 days of delivery; return shipping is paid by you.
  • Start any request by email: support@zelxstore.com. Step-by-step guide: How to return or exchange.

Every ZELX piece is made to order for you. Because of that, our returns work a little differently from a warehouse store — here is exactly how.

Cancelling an order

You can cancel within 12 hours of placing your order — email us with your order number and we'll refund you in full. After that your piece is already in production and can't be cancelled.

Damaged, defective or wrong item

If your item arrives damaged, with a print or production defect, or it isn't what you ordered, email support@zelxstore.com within 14 days of delivery with your order number and a few clear photos. We'll send a free replacement or give you a full refund — your choice. You don't need to send anything back.

Wrong size — one free exchange

If the size isn't right, we'll make your piece again in another size and ship it to you for free. Email us within 14 days of delivery with your order number, the size you need and a photo of the item unworn with its tags attached. One free size exchange per order. Please check the Size Chart and use "Find your perfect size" on the product page before ordering.

Changed your mind

You can return an unworn, unwashed item with tags attached within 14 days of delivery. Email us first — we'll reply with the return address and instructions. Return shipping is paid by the customer, and items sent back without contacting us can't be accepted. Once we receive the item, your refund for the item price is issued within 10 business days to your original payment method. Original shipping costs are not refundable.

Customers in the EU and UK

You can cancel your order within 14 days of delivery. We refund the item price and standard shipping cost; return shipping is paid by you. Email support@zelxstore.com to start.

Refunds without sending the item back

For some international orders, return shipping costs more than the item itself. In these cases we may approve a refund without asking you to send the item back. This is decided case by case.

Questions

Email support@zelxstore.com — we usually reply within one business day.