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FAQs

 

Please see answers to some of your most frequently asked questions below. Click one of the options below to find associated questions and answers. If you can’t find the answer you’re looking for, please do contact our Customer Care Team for further help.

 

PRODUCTS & ORDERING
1. How do I place an order?
Placing an order on our website is easy. Once you have found the item you’d like, choose the correct size from the options available and click ‘add to cart’ – your item will then be added to your shopping bag. You can find your shopping cart at the top right on the page. Once you have finished shopping, just click on ‘VIEW CART’ to checkout. Checkout is where you will review delivery charges, payment details and delivery information.

Alternatively, you may email your order to outlet.zep@gmail.com.

2. How can I pay for my order?
We accept internet banking for Singapore customers, Visa, MasterCard, Solo, American Express and JCB via Paypal for both Singapore and international customers.

3. Can I cancel or amend my order?
Unfortunately, we are unable to cancel or amend orders once the orders have been despatched.

4. What happens if an item(s) is found to be out of stock after my order has been placed?
We will contact you as soon as possible to let you know that your order is out of stock. If your order is for a single item, we will issue you a full refund for the item or the delivery. We are also happy to help source any out of stock items or manufacture them at your request.

5. How do I know if my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, check your junk folder to make sure it isn’t there before emailing us.

6. How can I determine my size?
We want to make sure you have a perfect fit, so do check our size chart and description for more information on the fit of our clothes. Feel free to contact us for our stylist to help you get the perfect fit.

 

DELIVERY
1. Do I have to pay for delivery?
Yes. Delivery costs are detailed on our Delivery page.

2. How long will I have to wait for my order to arrive?
This depends on the delivery service you have selected and where you are based; you can find details of delivery times on our Delivery page.

3. Do you ship internationally?
Yes, we do. The cost of shipping is automatically calculated by weight at the VIEW CART page.

4. What do I do if my order hasn’t been delivered after the specified time?
Late deliveries could be due to a number of reasons. If you opt for registered mail, you have to check the tracking number you received on your dispatch email. Please contact us with your order reference number and we will check for you.

5. What if I am out when the courier tries to deliver my order?
Singpost will leave a notification card at your mailbox with instructions to collect from your nearest post office. Your parcel will be held at the post office for 10 days before it will be automatically returned to us. We will contact you for further action in this matter.

 

RETURNS, REFUND & EXCHANGES
1. What is your returns policy?
We want you to be completely happy with your order. We offer a 14 day return and exchange policy, if you are not completely satisfied with your goods, simply contact us for exchange or return and refund as store credit. We reserve the right to refuse to refund if the goods are not in perfect condition or in the original packaging. Accessories and sale items are not eligible for returns or exchange. Please visit our Return & Exchange page for further information.

2. Do I have to pay for returns?
We do not currently provide a free returns service for all orders. Any charges incurred for returning goods back to us are the responsibility of the recipient. We will not reimburse the postal charges incurred returning an item, or refund the original delivery charge, unless the item is faulty or has been sent to you in error.

3. How do I return an item I have purchased?
For details of how to return your item(s), please see our Return & Exchange page.

4. Do you offer exchanges?
Yes, we do. You can exchange for another product or another size on ZOUTLET website. You may have to top up for shipping.