FAQs
Shipping
Where do you ship from?
We ship globally from our multiple international distribution centers to ensure the fastest delivery to your location.
When can I expect my order to ship?
All orders placed Monday-Friday are expected to ship within 5 business days unless otherwise stated on the product description. During high-volume drops or preorder periods, processing may take up to 10 days due to high demand. But we always do our best to ship as quickly as possible. All "preorder" items have their own unique shipping time frame, so please be sure to read the description before you check out, and keep in mind these are only estimates. We cannot predict manufacturing and shipping delays.
How will I know when my order has shipped?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available/for the postal courier to take an arrival scan of the package to update the status.
Do you ship international orders?
Yes, we ship worldwide! Some International orders can take up to 6 weeks to arrive depending on the location, so please be patient.
Who is responsible for customs, duties, and taxes?
You are as the purchaser. Your order may be subject to import duties, customs, and taxes (including VAT), which are incurred once a shipment reaches your destination country. Zhen's Wardrobe is not responsible for these charges if they are applied and they are your sole responsibility as the customer. Please contact your local post office or customs office for exact rates.
How much does shipping cost?
All shipping costs will be displayed at checkout. Costs depend on where you live and the weight of your order. The costs and methods that are provided at checkout include the cost of the postal courier themselves, the packaging, as well as the pick and pack fees charged by the 3rd party fulfilment team who handles all our orders.
Can you ship part of my pre-order by itself?
When you check out with an item on “preorder” in your cart, the entire order will ship as one complete package once all the items are available to ship. Remember you will have only paid for shipping once, thus If you want an item ready to ship immediately, it is important that you place a separate order from any other items on preorder.
Items in my order were damaged/defective. Can I get a replacement?
If your product has arrived defective, destroyed, or otherwise unusable, please contact us via email at contact@zhenswardrobe.com. We will be happy to find a solution to this problem.
Is my package lost?
Delays can happen. International transit times vary due to customs processing. If your tracking hasn't updated in 3 weeks, please contact us. While we assist where we can, final delivery issues are best resolved directly with your local postal carrier.
The second package I ordered arrive before the first one. Is my first order lost?
Logistics routes vary. International packages take different routes through customs and distribution centers. It is normal for shipments sent later to sometimes arrive earlier depending on the specific carrier workflow. Your first order is likely still in transit and will arrive shortly.
What if my package is actually lost?
Orders will not be considered lost until a minimum of 2 months has elapsed since the shipping date. To give sufficient time for an order to arrive it is only at that stage that a refund will be given or replacement items will be sent.
What happens if my order says it was delivered, but I did not receive the package?
This is a very rare occurrence, and unfortunately we are unable to help you in this situation. When a package says delivered that is the end of our connection to and responsibility for the package. We are not responsible for packages that have been lost or stolen after delivery has occured. We suggest that contact your local Post Office as soon as possible as they may be holding it for you. You should also try contacting your neighbours, as perhaps it was delivered to the wrong address. Failing that you can try contacting the carrier and asking them for further information. If that does not result in anything then you can assume your package was stolen, which is an issue you will have to raise with your local police.
Order
Can I cancel my order?
Orders may be cancelled before shipment. Please note that a cancellation fee of 5% of the total order value will apply, as payment processing fees are non-refundable regardless of whether an order is fulfilled.
Can I remove/add an item to my order?
It really depends on how quickly you contact us. If your order has shipped, it’s obviously too late. If your order includes a “preorder” we may be able to assist you with adding items to your order, but this may incur additional shipping costs as it is calculated by weight.
Can I change the size/variant/border color of my item after placing my order?
As long as your order has not shipped yet and this change does not accrue any additional cost or necessitate a refund, then we are more than happy to assist depending on item availability.
When will I be charged for my order?
All orders will be charged at the time of purchase. “Zhen's Wardrobe” will appear on the statement description.
Return and exchange
What is your return/exchange policy?
All returns must be made within 7 days of the delivery date. All items must be in original/unwashed/unworn/brand new condition to be eligible for a refund. Unless it is being returned due to a production defect, we cannot offer a refund on your original shipping costs. We are also not responsible for the cost of shipping to return the item to us, or to have a new exchanged item sent out. All returns for refund will be subject to a 20% restocking fee. Exchanges will not incur this fee. Please email contact@zhenswardrobe.com for any returns BEFORE sending your item back.
My item was returned to sender, can you ship it back to me?
Yes, if you see that your shipment is being sent back to us as a return to sender, please contact us at contact@zhenswardrobe.com for assistance. A new invoice for shipping cost will be sent. Once the invoice is paid, we will then reship your package.
Others
Are you a big company?
We are a specialized, independent powerhouse. While we operate with a lean and dedicated team, our impact is global. We have grown rapidly into a fully licensed merchandising brand, acquiring official rights to work with world-renowned artists. We combine the agility of an independent business with the professionalism of a major label. FORGED BY THE BANDS, WORN BY THE FANS.
What size are your patches?
Small patches are generally between 9.5cm and 12cm in any given direction.
Oversize patches are typically 24cm across, by about 16cm tall.
Strip patches are always 20cm by 6cm.
Backpatches are always 29cm by 36cm.
Keep in mind that there is some variation between items as an inevitable part of the weaving process.
Are all your merch items limited edition?
For the most part, yes. Some are limited to strict numbers, but this depends on the license we hold. For most artists we work on a one-off basis, with no rights to make more. Occasionally these artists will ask us to make more and under certain circumstances we will agree if there is significant demand. For big bands we have open licenses where we can run as many copies as we want. However, even in these instances we still limit numbers. This is not set by a strict amount, but rather by a desire to keep our product more “boutique”. It’s much more interesting for us to make new designs than it is to make thousands of copies of one single design. But we do have to balance our business interests with our artistic desires as some licences are very expensive and it is difficult to recoup our advances.
Do you do “reprints”?
Generally, no… but it really depends on the type of license we hold. For big bands it is very expensive to acquire a license and we are not a charity. We need to recoup our costs. In those instances where there is demand we will reissue things in an effort to both satisfy fans and to make the license financially viable. With that said, most bands we work with are done as one-off deals, where we don’t have the rights to print more copies. We have done some reprints in the past as new one-off deals, and in those instances, we have changed some minor details in the merch to preserve the limited nature of the originals.
Why do I see things come back in stock sometimes?
We generally hold back a number of any given design to account for defects and lost items. When it is clear that everyone who ordered a copy has received it, we will put the remaining extra items into stock. In addition, for items that were sold as preorders, there are many instances where an item did not sell out during the preorder window. In those cases, the unsold items will be added into stock and sold off.
Are all of your products officially licensed?
Yes. All of our products are approved directly by either the band members themselves, management, the record label, or an approved licensor.
How much of the profits do the bands receive?
We pay an industry leading royalty rate that is much higher than the typical rates paid. After all our overhead and expenses, the bands actually receive the majority of the profits on any of the products we make. We remain committed to supporting the scene as our first priority.
Do you make bootlegs?
NO.
Is the customer always right?
No, not in our store. We do not adhere to the shallow capitalist idea that we must be willing to be abused in the pursuit of an income. We have a policy of respect being a two-way street. We will bend over backwards to help you if you treat us with respect. If you don’t, then honestly, we don’t want your business. It’s really that simple. We don’t owe you anything, and you don’t owe us anything. Our relationship is completely voluntary.
I do not see my question here. Can I contact you directly?
Yes, of course! You can email us at contact@zhenswardrobe.com and we will be happy to assist you.