Returns and refundsDamaged or wrong product
Zoé carefully checks the quality of each product before each shipment. However, if you receive a damaged product(s) or the wrong item(s), please email us at email@example.com within 14 days to return it and get a full refund. Because of our mistake, we will be the one to pay the shipping costs.
If you're not totally obsessed with the product you've ordered, contact us at firstname.lastname@example.org and exchange it with another one. In this case you'll have to pay the shipping costs of the return. You can't exchange products on sale.
In both cases, you'll receive the waybill that must be attached to the package. Once received, we'll check the products to make sure they're not damaged or used. If everything's fine, we'll process the refund of the purchase amount minus the original shipping charges. If you choose the bank tranfer as payment method, you'll need to write to us your IBAN, so that we can re-credit the amount spent.
If the package you receive is damaged, make sure to accept the shipment "with reserve", take a photo of the package and check the product(s) inside it. If they're damaged too, contact us at email@example.com and send us the photos you've taken and your order number. We'll answer you as soon as possible, writing what you should do.