Follow the steps to get your return or exchange.

Returnable Items & Non-Returnable Items

Returnable Items

Items that can be returned/refunded or exchanged within 30 days of receiving must follow the criteria as below:
1. Faulty items damaged/broken or soiled upon arrival(Return shipping fees depend on actual situations)
2. Items received in the incorrect size/color(free return).
3. Unused item(s) that have not met your expectation within 30 days of receiving(Returns by customers themselves) .

Non-Returnable Items
We will not accept returns in the following conditions:
1. Items outside the 30 days return or exchange time-frame.
2. Used or misused items.
3. Lost or Stolen items.
4. The package is already incomplete and lacks tags or accessories, lacks of the canvas and plastics packaging.
Notes: All returns must be authorized by our Team via the Support Center. Returned items without photos will not be accepted.

STEP 1: SEND US THE RETURN OR EXCHANGE REQUEST

Send your return or exchange request to support@s-zoneshop.com. Please tell us your order number when you send the email to us.

Normally, we will respond to our customers within 24h. Sometimes, customers do not find the return confirmation because the email is flagged as spam. So please help to check the spam folder if you do not find the emmail from us.

STEP 2: TAKE PHOTOS

Please take photos of the bag that needs to be returned and send the photos to us. We need photos to identify the bag as intact. If the package is intact, S-ZONE will send you a return address. If the package is damaged, the return request will not be approved.
Note: If the warehouse receives the return bag, and the bag is determined to be damaged, S-ZONE reserves the right not to refund or refund half. We appreciate your understanding.

STEP 3: WAIT FOR YOUR RETURN/EXCHANGE REQUEST TO BE APPROVED

Return requests are processed daily. We will review your return and approve your requests within 24-48 hours. And you will receive the return address from us. Please note, a prepaid return label is not provided. If you have a question or problem with your order, please contact customer service support@s-zoneshop.com

STEP 4: SHIP THE ITEM BACK & SEND US THE TRACKING NUMBER

Once the request is approved, please ship your item back to the address included in the email. All returns must be shipped 15 days after the return request approved in order to receive a full refund (less original shipping fees). After that date, a store credit will be issued. Exchanges will be processed after we receive the returned bag.

Please allow 5-7 business days for us to process your return or exchange. You will be notified when we receive your package and if there is any action on our part (refund, exchange, etc...)

Kindly note: please send the tracking number to us by email, and please do not put any receipt or notes in the package.

STEP 5: REFUND (if applicable)

1. Please send the tracking number to us, which is important for us to track the package and process an exchange or refund for you in time. Failure to send a tracking number will be considered as automatic abandonment of the return.

2. About return shipping fee: S-ZONE provides free or part free shipping cost for returns caused by quality issue.

3. About refund: A standard shipping fee will not be refunded if this order is not a free shipping order(orders over $49.99 can enjoy a free shipping). Once we have received the returned item(s), kindly allow between 3-5 business days for our after sales team to process your refund. After this, please note the refund times below:
For credit card refunds, please allow between 7-14 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.

4. If the returned bag is lost, the order amount will not be refunded; All returned bags will be checked, and if the bag is damaged, S-ZONE will refund half of the order.

5. About money difference: If you want to replace another product with a price difference between this product and your original order, we will refund or charge the difference.