How can I initiate a return from outside Germany?Updated 20 days ago

If you change your mind after making a purchase, you have 28 days to decide whether you would like to keep your ordered ZOEVA products.

To initiate a return, please follow these steps:

1. You can return products as you received them – unused and in their original packaging. Please note that our products are considered sealed goods. Once a seal is broken, the item is excluded from return.
   
   
2. Make sure to include the invoice with your return so that we can match it to your order and ensure timely processing.
   
   
3. Please do not use the product packaging as a shipping box, as it is part of the product itself.
   
   
4. Ensure the contents of your parcel are well protected to avoid potential damage during shipping.
   
   
5. Customers outside of Germany are responsible for covering the return shipping costs. Please send your return to the following address:
   
   ZOEVA GmbH
   Karl-Ritscher-Anlage 1-3
   60437 Frankfurt
   Germany
   We recommend shipping the parcel with a tracking number. In the event of a lost package, we unfortunately cannot process the return without proof of shipment.
   
   
6. We recommend keeping the shipping receipt until your return has been fully processed by us.
   
   
7. Once the return has been received, our quality team will inspect the items. If all returned items are in perfect condition, a refund will be issued. The refund will be processed to the original payment method used for the order within 14 business days.

To ensure that the products are eligible for return, please refer to our return guidelines [here].

Additional Notes:

• Please note that the right to any free product gifts expires if the entire order is returned.
• Free product gifts must also be returned if, after deducting the returned items, the minimum order value required to qualify for the gift is no longer met. Otherwise, we reserve the right to deduct the value of the gift from the refund amount.
• If a return is sent from a non-EU country, we cannot cover any potential customs duties or taxes that may apply.

If you have any questions about a return or need further assistance, please contact our Customer Care Team before initiating the return. You are welcome to use our contact form for this.