Zhang Zhang Return Policy

At Zhang Zhang, we want you to be completely satisfied with your purchase. If something is not right, we are here to help — in accordance with EU consumer law (Directive 2011/83/EU) and Dutch law (Burgerlijk Wetboek, art. 6:230o).

Right of Withdrawal

As a consumer, you have the right to return your order within 14 calendar days after receiving your item(s), without giving any reason.

To exercise this right, please contact us before the 14-day period expires:

  • Email us at zhangzhangofficial@hotmail.com
  • Include your order number and the item(s) you wish to return
  • You will then receive the return address and further instructions

Once registered, you must ship the item(s) back within 14 days of your notification. You may also use the statutory withdrawal form, available at zhangzhang.com/withdrawal-form.

Return Conditions

To be eligible for a full refund, items must meet the following conditions:

  • Unworn, unwashed, and undamaged
  • All original tags and labels still attached
  • In the original packaging (where possible)
  • Free from odours, stains, or visible signs of use

You may try on items as you would in a physical store, but items may not be actually used or worn beyond this.

Diminished Value

If a returned item shows signs of use beyond what is necessary to assess its nature, characteristics, and functioning, we reserve the right to deduct an amount reflecting the diminished value of the item from your refund.

This means: if an item has been worn, washed, or handled beyond simply trying it on, Zhang Zhang may issue a partial refund to account for the reduction in value. We will always notify you before applying any deduction.

Non-Returnable Items

The following items are excluded from the right of withdrawal under EU law (art. 6:230p BW):

  • Custom-made or personalised items
  • Underwear and swimwear that has been unsealed for hygiene reasons
  • Items that have been visibly worn, washed, or damaged by the customer

Return Costs

Return shipping costs are the responsibility of the customer, unless the item is defective or incorrectly delivered.

We recommend using a tracked shipping method. Zhang Zhang is not responsible for returns lost in transit.

Returns

Returns are processed within the Netherlands.

After registering your return, you will receive the correct return address and further instructions.

Refunds

Once we have received and inspected your return, we will process your refund within 14 calendar days. Refunds are issued via the same payment method used for the original purchase.

  • Original standard shipping costs are refunded
  • Any additional costs for upgraded shipping are not refunded
  • We may withhold the refund until we have received the returned item, or until you provide proof of return shipment — whichever comes first
  • If the item shows diminished value due to unnecessary handling, a partial deduction may apply (see Diminished Value above)

Defective or Incorrect Items

If you received an item that is defective, damaged in transit, or not what you ordered, please contact us within 14 days of receiving your order:

In these cases, all return costs are covered by Zhang Zhang. We will offer a replacement, repair, or full refund — your choice.

Need Help?

If you have any questions regarding your return or refund, please contact us using the details provided in your order confirmation.

We are happy to assist you.