The satisfaction of our customers is very important to us. Therefore no purchase is finalized until you received, tried and approved all items. In short – we want you to be completely satisfied with your purchase or we will give a full refund.
This means that you have 14 days after receiving the package to exchange a product or get a refund. We always follow the recommendations by Emota and the regulations in your local market. You have the right as a customer to open the package and try the item. You have to return the item in original shape and Zoovillage has to be able to resell the item as new. You cannot use the item and then return it to Zoovillage. The right to return an item does not apply to underwear or swimwear if the item is worn or the original package is broken.
When returning an item you pay the cost for freight. When Zoovillage has received the item and verified that it hasn’t been worn or damaged we will reimburse you within 30 days for the item and cost for freight you paid to get the item when you purchased it. If it’s an exchange we will send you the new item at no cost for you. If it’s a claim, we will reimburse you the cost of shipping the item back to us (include receipt in package) as well.
All returned items have to be packaged in a bag or a box. If you return shoes in a box make sure you return the original box in the package as well. Do not place the shipping label on the original box, it will be damaged and the return/exchange will not be approved. Further information and instructions are written on the package slip delivered with your package.
All items shipped by Zoovillage are insured. If the package and/or the content damaged when you receive it you should make a claim at once with the shipper. If you already collected the package when you noticed the damage, contact our customer service. Claims on items damaged by shipper need to be made within “reasonable time”. Claims made within 2 months from the time of purchase are always considered made within “reasonable time”. When returning an item you have to keep a copy of the shipping note, this will be used when making a claim to the shipper.
How do I exchange an item?
Always call our customer service to make sure they can reserve the new item for you.
Call customer service at +46 8 758 25 20. If you don’t call us first there’s a risk that it will be sold out at the time when we receive your returned item. Please have your customer number and order number when making the call.
After speaking to our customer service you fill out the return note included with your package.
Send the item back and include the return note in the package. You can find the return address on your return note and further down on this page. You pay the shipping cost; our recommendations when returning an item is to use the same shipper as the one we used when sending the package to you.
When we have received the item and approved it we will send the new item to you.
Please note! When returning or exchanging an item you are responsable for the shipping and should make sure you have a suitable insurance.
How do I return an item?
Fill out the return note that was included with your package.
Send the item back and include the return note in the package. You can find the return address on your return note and further down on this page. You pay the shipping cost; our recommendations when returning an item is to use the same shipper as the one we used when sending the package to you.
When we have received the item and approved it we will make a refund to the account you specified on the return note.
Please note! When returning or exchanging an item you are responsable for the shipping and should make sure you have a suitable insurance.
How do I make a claim?
When we handle claims we always follow rules, regulations & codes of conduct adopted by Emota. To read more about this, please go to www.emota.eu.
Call our customer service at +46 8 758 25 20 as soon as you notice the defect.
After talking to our customer service you fill out the return note that was included with your package.
Our recommendations when returning an item is to use the same shipper as the one we used when sending the package to you.
When we have received the item and approved the claim we will make a refund to the account you specified on the return note.
If the item is used you have to wash it before returning it to us.
Please note! When making a claim you are responsable for the shipping and should make sure you have a suitable insurance. We will reimburse you the shipping cost if the claim is approved
Return address:
Zoovillage AB Box 19 152 104 32 Stockholm SWEDEN
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