Frequently asked questions

Where do you ship to?

We currently ship to Hong Kong, Macau, Taiwan, Singapore and the United Kingdom. If you are outside these locations and would like to try D'zage, please reach out via Instagram @dzagedesigns so we can explore a special arrangement.

Do you offer free shipping?

Yes. Once your order reaches the applicable threshold, free shipping is automatically applied at checkout.

How quickly will my order be dispatched?

Over 98% of our pieces are in stock and ready to ship. We usually process and fulfil orders within 1–2 business days. Once tracking is available, you will receive a shipping confirmation email.

How long does shipping take?

Delivery time varies by region and logistics provider. We aim to use the fastest and most efficient option available. SF Express is used for Hong Kong, Macau and Taiwan; Hong Kong Post is used for the United Kingdom.

Will I need to pay taxes, customs or duties?

Taxes, customs and duties vary by destination and can change over time. These fees are not prepaid or covered by D'zage.

What if my order contains a pre-order item?

If your order includes a pre-order piece, we may be able to send available pieces first and cover the additional shipping cost. Split fulfilment is available for orders containing three or more in-stock items. To request this, please contact us through WhatsApp or Instagram.

How can I track my order?

When your order is dispatched, we will email an Order Fulfilment Confirmation with your tracking number. Click the tracking number in that email to view the latest parcel status on the relevant carrier page.

I have not received an SF Express SMS notification. What should I do?

SF Express Hong Kong reduced SMS notifications from 14 April 2025. Self-pick-up notices are delivered through push notifications in the official SFHK App. Please download the app and enable notifications to receive delivery alerts and monitor live shipment details.

Can you deliver to an SF Locker or SF location?

Yes. We ship to SF locations throughout Hong Kong and Macau—enter the location address at checkout and we will arrange it accordingly. SF Express charges a HK$15 storage fee for parcels left uncollected in lockers for more than 24 hours; this is separate from shipping and is not covered by the free-shipping policy.

Learn more about the SF retention service.

Are there special delivery requirements for Taiwan?

Taiwan customs requires us to submit additional information when dispatching your order. Please provide your National ID number, Chinese full name as shown on your ID and phone number. After placing your order, please use the EZ Way app to notify Taiwan customs that you have an incoming parcel. If we need these details, we will email you directly.

Can I edit or update my order?

If your order has not been dispatched, we will do our best to help change a style, size or delivery address. Please contact customer care immediately by email at info@dzage.com, Instagram or WhatsApp. Once an order has been dispatched, changes are not permitted apart from a delivery-address change; any additional delivery fee is not covered by D'zage.

Additional discounts, store credits and gift cards cannot be applied after an order has been placed.

Can I cancel my order?

We can cancel an order before the parcel is dispatched. A 5% non-refundable fee is deducted from the original order total to cover transaction costs, including card-processing, platform-payment and exchange-rate fees. Once an order has been dispatched, it cannot be cancelled; you may instead return it as a regular return, with delivery paid by the sender.

I have not received any order or delivery update. What should I do?

Please allow 1–3 business days for processing and fulfilment after placing an order. If three days have passed without an update, please contact us through Instagram and we will be happy to help.

Can you dispatch my order at a later date?

Yes. If you have a special dispatch request, contact us as soon as possible and we will try our best to accommodate it.

My order is missing delivery information. What happens next?

If delivery information is incomplete, we will make several attempts to contact you using the email address provided with your order. Once we receive the missing details, we will update the order and dispatch it as soon as possible. If we do not receive a response within three months of the original order date, the order is automatically cancelled and is not eligible for a refund.

Can I return an item?

Yes. We offer 7-day money-back returns from the date you receive your item(s), subject to the return requirements below.

Can I exchange an item?

Size and style exchanges are available to Hong Kong and Macau customers. For an eligible exchange, we cover both the return and replacement delivery fees. Complete the exchange form and send the item to our return address marked “Paid at Arrival”.

How do I request a return or exchange?

Complete the Return & Exchange form included in your parcel and send it, together with the item(s), back to us via SF Express or SingPost. We aim to process refunds within 5–10 business days after the item reaches our warehouse; exchanges are processed within 1–3 business days after delivery to us.

For returns, delivery costs are non-refundable—please send your parcel “Paid at Dispatch”. For exchanges, please send it “Paid at Arrival”. Singapore customers may receive return-shipping reimbursement as store credit.

Where can I find the Return & Exchange form?

A form is included with every order. If yours is missing, you can download the Return & Exchange form here.

What condition must returned items be in?

Returned items must be in their original condition, without damage or stains, and with every tag intact. We reserve the right to reject a refund or exchange if an item is not returned in its original condition.

Which items cannot be returned or exchanged?

Archive Sale and clearance pieces marked with an asterisk (*) in the product title are non-refundable. All other pieces are eligible for return, provided they meet the applicable requirements.

How will I receive my refund?

Refunds are returned to the original payment method used for the order. For example, payments made with Mastercard are refunded to the same Mastercard. After a return is delivered to us, refunds are normally processed within 5–7 working days; please allow additional time for your payment provider to complete the transaction.

How is my refund amount calculated if my order used a promotion?

Your refund is based on the final item price paid. If returning an item means that your remaining order no longer meets a promotion’s minimum requirement, the promotion value that no longer applies is deducted from the refundable amount. This includes offers such as free shipping, “Buy 2 Items Get 20% Off” and “Buy 3 Items Get 30% Off”.

For example, if three items received a 30% promotion and one is returned, the remaining two items receive the next best applicable promotion (for example, 20%), and the refund is the difference between the original checkout total and the recalculated eligible order total. Return-shipping costs are non-refundable.

What happens if the value of my exchange is different?

You may exchange an item for available styles with a higher total value; we will help create a separate order for the difference. If the replacement item(s) total less than the item(s) returned, the difference is non-refundable.

How do I receive a discount?

During an automatic promotion, the discount is applied at checkout—no code or login is required. Simply add your pieces to cart and the eligible saving will appear.

Can I add another discount code?

During a current automatic promotion, only the discount automatically applied at checkout can be used. No additional code is needed.

Can I use store credits with a discount?

Yes. D+ Rewards store credits can be used in addition to an eligible automatic discount, unless the order includes a pre-order style (see D+ Rewards below).

Can I return or exchange pieces purchased during a promotion?

Yes. Promotional pieces follow the same 7-day return and exchange policy, provided they are unworn and in their original packaging. If a return brings the remaining order below a free-shipping or promotion threshold, that benefit no longer applies when the refund is calculated.

How should I care for my pieces after receiving them?

After trying on your pieces and confirming the fit, we recommend giving them a gentle wash before their first wear. This helps set colours and reduce the possibility of dye transfer onto other garments or skin.

• Sort your laundry: Wash dark and white items separately to reduce potential dye transfer.
• Wash temperature: For most pieces, use a cool 40°C (104°F) wash. This is gentle on fabrics and helps prevent shrinkage, particularly for wool, cashmere and other delicate blends.
• Check the label: Always follow the fabric-specific care instructions inside the garment.
• Ironing: Use the lowest suitable heat setting and iron inside out when possible to protect colour and texture.
• Steaming: Steaming is a gentler alternative and is suitable for all of our styles at standard temperatures.

To preserve the quality of your item, please follow the care label. D'zage cannot be responsible for damage caused by dye bleeding, shrinkage or wear resulting from care instructions not being followed.

What payment methods do you accept?

We accept most common credit and debit cards and local payment options. Available methods for your location appear at checkout once you enter your address.

• Digital wallets: Apple Pay and Google Pay
• Credit / debit cards: Visa, Mastercard and American Express
• Bank cards: UnionPay
• Other local methods: AlipayHK and PayMe

Do I have to pay a payment fee?

No. D'zage covers transaction fees regardless of the payment method you choose.

Does D'zage have a loyalty club?

Yes. D+ Loyalty Rewards lets you earn store credits when you shop, leave feedback and follow us on Instagram. Learn more about D+ Rewards.

How do D+ Loyalty Rewards work?

Create an account or place an order to join. You can earn a 3% rebate in store credits on every purchase, plus HK$10 in store credits for each review you leave after placing an order. Credits can be redeemed on a future order.

Can I use my store credits with discounts?

Yes. Enter your store-credit code at checkout to combine it with an eligible discount.

Why can’t I apply my store credits?

Store credits cannot be applied to orders that include pre-order styles because of a system limitation. You may see the message “Gift cards are not supported with deferred purchase options”. If this happens, please contact us through Instagram or by email at info@dzage.com and we will help.

Do my points expire?

Points are valid for six months. If your points have just expired, please contact us as soon as possible and we will try to help recover them.

How can I get in touch?

You can reach us through website chat, WhatsApp, Instagram or email. For the quickest help with an existing order, please include your order number and the email address used at checkout.

Customer care operating hours are Monday to Friday, 10:00 AM–6:00 PM (Hong Kong time).