You can return unused products in their sealed original packaging within 28 days of delivery. Here you'll find our return conditions, the return address and how refunds are processed.

If you are not 100% satisfied with your order, we will be happy to accept your return within 28 days from the date your order was delivered, subject to the rules below:<ol><li>You can return products as long as they are unused and in their sealed original packaging. Please ensure the original product packaging is not damaged as this is a component of the original product. We are also not able to accept returns where the product packaging is used for shipping.</li><li>Please make sure that the contents of your parcel are well protected to avoid any damage during the delivery process.</li><li>When returning a set or kit, we require all contents from the original set to be sent back. Incomplete sets or kits will not be eligible for a refund.</li><li>Our products are considered sealed goods, that means once the packaging has been fully opened, we are not able to accept these as return.</li><li>The claim to a free gift with purchase expires once the entire order is being returned. If the minimum order value required to qualify for the free product additions is not met due to the return of the original product, then the company reserves the right to deduct the value of the free product additions from the refund amount.</li><li>Outside of Germany, the customer is responsible for the return shipping costs. Please send your return to the following address:</li></ol>ZOEVA GmbH Karl-Ritscher-Anlage 1-3 60437 Frankfurt GermanyWe recommend obtaining tracking or delivery information when returning items. Should a parcel get lost along the way we will not be able to process a return without the respective tracking number.<ol start="7"><li>Please mark the parcel with &quot;RETURN&quot; and attach the invoice to the outside of the parcel. This is required for customs processing and will ensure that your return arrives to us without delay. If you are returning your parcel from a country that is part of the European Union, you will not have to attach the invoice to the outside, however, please make sure that the invoice is included in the parcel.</li><li>Should additional customs duties and taxes apply for your return, please note that we are not able to cover these expenses.</li><li>All items are inspected on return to our warehouse. A refund will be processed for items that are still in their unused, original condition and include all original packaging. Due to hygienic reasons, we are unable to accept tested or used products. If an item is returned to us damaged, we won&apos;t be able to give you a refund and we may have to send it back to you.</li><li>Refunds are provided within 14 business days to the payment method selected at the time of order for the cost of the products and will not include a refund of the shipping costs (if applicable).</li></ol>Additional Notes:<ul><li>If a return is sent from a non-EU country, we cannot cover any potential customs duties or taxes that may apply.</li></ul>If you have any questions or need further assistance, please <a href="https://help.zoevacosmetics.com/en-US/contact" rel="noopener noreferrer" target="_blank">contact</a> our Customer Care Team before sending your return.

How can I return my order?

Tested or used products, items with a broken seal, incomplete sets and items not bought at zoevacosmetics.com can't be returned. Please check that your items are eligible before starting a return.

Before you initiate a return, we kindly ask you to make sure that the items are eligible for a return.The following products are not eligible for return:<ul><li>Tested or used products</li><li>Goods having their seal broken*</li><li>Products that are damaged after receipt of the parcel</li><li>Goods that are not in their original packaging</li><li>Incomplete sets &amp; kits</li><li>Items that were not purchased through <a href="https://zoevacosmetics.com/en">www.zoevacosmetics.com</a></li></ul>*Our brush sets as well as cosmetics are considered sealed goods. That means once the packaging has been opened, we are not able to accept these as return.

Which products are not eligible for return?

Within Germany, we offer free return shipping labels. To proceed with your return within Germany, please visit our website www.zoevacosmetics.com. If you initiate a return from a foreign country, you will be responsible for the return shipping costs.

Within Germany, we offer free return shipping labels. To proceed with your return within Germany, please visit our website <a href="https://zoevacosmetics.com/en">www.zoevacosmetics.com</a>.If you initiate a return from a foreign country, you will be responsible for the return shipping costs. Unfortunately, we are not able to cover these costs or any customs fees or taxes that apply.

Do I have to pay the return shipping charges?

Please check your parcel on delivery and decline it if it looks damaged. If you notice damage or missing items later, contact our Customer Care Team within 7 days and send photos of the parcel and all contents.

Before accepting your parcel upon delivery, we highly recommend inspecting your package to ensure that there are no signs of damage and that all items are included. If the parcel appears damaged or if goods are missing, we encourage you to decline the delivery.&#xA0; In case any damage or loss is detected after the receipt of the parcel, please&#xA0;<a href="https://help.zoevacosmetics.com/en-US/contact" rel="noopener noreferrer" target="_blank">contact</a>&#xA0;our Customer Care Team immediately after receiving your order. After 7 days from the day of delivery, it will no longer be possible to file a claim. To process your request, we require photos of the outside of the parcel and all contents. Additionally, we ask you to not dispose of the shipping box in case it needs to be inspected.

What can I do if my parcel arrived damaged or items are missing?

After receipt of your parcel, please make sure that all goods have been delivered in full and in impeccable condition. In case you note any kind of damage or defect, please contact our Customer Care Team to file a claim.

After receipt of your parcel, please make sure that all goods have been delivered in full and in impeccable condition. In case you note any kind of damage or defect, please <a href="https://help.zoevacosmetics.com/en-US/contact" rel="noopener noreferrer" target="_blank">contact</a> our Customer Care Team to file a claim.

What can I do if a product arrived damaged or faulty?

If you are not 100 % satisfied with the quality of a ZOEVA product, you may report a claim. Kindly reach out to our Customer Care Team and attach photos of the product, showing your concern.

If you are not 100 % satisfied with the quality of a ZOEVA product, you may report a claim. Kindly reach out to our <a href="https://help.zoevacosmetics.com/en-US/contact">Customer Care Team</a> and attach photos of the product, showing your concern.

How can I file a product complaint?

We only accept returns and complaints for goods purchased through our official website. If you bought the products from a retailer, please visit the respective store or contact the retailer directly.

We only accept returns and complaints for goods purchased through our official website.If you bought the products from a retailer, please visit the respective store or contact the retailer directly.

Can I return or file a complaint about products I bought from a retailer?

Refunds are always issued to your original payment method – immediately after a cancellation and within 14 working days after a return.

Refunds are always issued to the payment method you used for your order.<ul><li>After a cancellation: we refund the amount straight away.</li><li>After a return: once your return has arrived and been checked, we refund the amount within 14 working days.</li></ul>How quickly the money then appears in your account depends on your payment method or bank.

When will I receive my refund?

You can easily get in touch with our team by using our live chat in case of any questions.

Any further questions? You can easily contact us by using our contact form.

We are available by phone from Monday to Friday from 10 a.m. - 3 p.m. (CET).

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RETURNS & COMPLAINTS

Can I change the products of an order I have already placed?

How can I cancel my order?

Can I change the shipping address of an order I have already placed?

What payment options do you offer?

Can I get a price adjustment after placing my order?

Can you declare my international order at a lower value or as a gift?

How do I apply a discount code?

Can I use multiple discount codes simultaneously?

Why is my discount code not valid?

Do I have to pay customs duties or import fees?

ORDERS & PAYMENT OPTIONS

Do you offer free shipping?