Returns & Refunds

Last updated: August 9, 2026

We want you to be satisfied with your purchase. This policy explains how cancellations, returns, and refunds are handled.

Return Window

We accept return requests for eligible items within 30 calendar days after the order is marked as delivered.

Before returning any item, please email us at support@zandraatelier.com and wait for return approval. Returns sent without prior approval may not be accepted.

Return Eligibility

To qualify for a change-of-mind return, the item must be unused, undamaged, unaltered, complete, and in its original packaging. Proof of purchase or a valid order number is required.

Approved returns must be sent to our designated return facility in Qingdao, China. The complete return address and recipient information will be provided by email after the return request is approved.

Non-Returnable Items

The following items cannot be returned for a change of mind unless they arrive damaged, defective, or incorrect:

• Gift cards
• Items clearly marked as final sale
• Craft cutters, blades, or other products that have been used, altered, damaged after delivery, or show signs of use

Order Cancellations

If your order has not yet been handed to the shipping carrier, please contact us as soon as possible. Eligible unshipped orders may be cancelled for a full refund.

If the order is already in transit, we may attempt to request a carrier interception, but interception cannot be guaranteed. If interception succeeds and the parcel is returned to us, we will process the refund. If interception is unsuccessful, the customer must receive the parcel and follow the standard return process.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or missing, contact us within 30 calendar days of delivery. Include your order number and clear photographs or video of the item and its packaging.

If the issue is confirmed, we will offer an appropriate replacement or refund at no additional cost. Depending on the item and circumstances, we may issue a refund or replacement without requiring the item to be returned. If a return is required, we will provide instructions and cover reasonable return shipping costs.

Change-of-Mind Returns

For returns caused by a change of mind, personal preference, or ordering the wrong item, the customer is responsible for the cost of trackable return shipping to our designated facility in Qingdao, China.

Any original shipping charge paid at checkout is non-refundable for a change-of-mind return. If shipping was displayed as free at checkout, we will not deduct an undisclosed outbound shipping fee. We do not charge a restocking fee.

How to Request a Return

1. Email support@zandraatelier.com with your order number, the name and email used for the order, and the reason for the request.
2. For damaged, defective, incorrect, or missing items, include clear photographs or video.
3. Wait for our approval, return instructions, and the complete return address before sending anything.
4. Use a trackable shipping service and keep the receipt and tracking number. Any blades or sharp items must be securely packaged.

We aim to respond to return requests within 2 business days.

Refunds

After we receive and inspect an approved return, we will notify you of the result. If approved, we will issue the refund to the original payment method within 5 business days.

Your bank, card issuer, or payment provider may require additional time to make the funds available. Processing times are controlled by the payment provider.

For confirmed damaged, defective, incorrect, or missing orders, the approved refund will include the applicable product amount and any eligible original standard shipping charge. This policy does not limit any rights available under applicable law or an eligible PayPal Purchase Protection claim.

Lost or Delayed Shipments

If an order has not arrived within the delivery period stated in our Shipping Policy, please contact us so that we can investigate with the carrier. If the carrier confirms that the parcel is lost, we will offer a replacement or a full refund.

If we are unable to ship an order within the time promised, we will notify the customer and provide the option to accept the delay or cancel the unshipped order for a full refund.

Contact Us

For cancellation, return, or refund questions, please email us at support@zandraatelier.com.