Return shipping cost: Payable at the expense of the Customer
Processing time: 14 working days from receipt of your return
Refund: 2-5 business days from registration of your return
HOW TO RETURN AN ITEM:
1. Fill in the return slip
The return slip is included in your order. Fill in the return slip with the return code indicating the reason for return. Then place the slip in the package along with the items you want to return.
Contact customer service if you have lost your return slip. We will then email you your individual return slip.
You can only return one order at a time.
NB: Don't forget to include your return slip in the package! Without a return note we cannot make a refund. If we do not receive information from you within 30 days of receiving a return without a return slip, we will discard the product.
2. Pack the return
You are welcome to return your item providing it is in the same condition as delivered to you, i.e. new. The product must be returned in its original packaging with the associated labels on the outer packaging.
We check all goods returned to us and set strict requirements on them being sent back in new/unused condition. Find out the reasons for rejected returns below.
The right to return applies to all goods regardless of price or promotion.
You always have the right to examine your product and we ask you to take good care when doing so. Exceptions are underwear bottoms and swimwear for hygiene reasons.
Please consider this when packing your return:
When returning a product, you the customer are responsible for transport risks. We recommend that you pack the product so that it arrives in an unchanged condition.
We would prefer it if you return your item in the same packaging as it arrived in or equivalent as long as the item is protected during shipment.
When returning shoes you must not use the original shoe box as the outer packaging. You must pack the shoes in their original box inside a package that will protect them during shipping. Original boxes sealed with tape and with the return label on top will not be accepted as a return. This is because we can't resell the shoes without their original box. In this case you can choose to pay for the shoes to be returned to you or we can deduct a fee of SEK 300 from your refund.
3. Sending returns
Go to your nearest shipping agent and return the item to us. As the customer, you are responsible for the shipping and return cost. We recommend that you use the same carrier we used when delivering your order.
Please note that your goods must be returned from the same country where you placed your order.
Make a note of your tracking numberfor your return in order to track your return and make sure it arrives. Track your package on the carrier’s website.
European and international returns are sent to: Zoovillage AB, Storängsvägen 23, 115 42 Stockholm, Sweden
NB: We do not accept registered letters or parcels that are sent COD. Please note that your goods must be returned from the same country as the country where you placed your order.
4. Approved returns
You will receive an email as soon as we have registered your return. Returns are always processed in the order they arrive.
The return process can take up to 14 business days after we receive and register your return. Please only contact us if it has been longer than 14 working days since we received your return. When contacting us, it is important that you quote your order number as well as the parcel tracking number.
Refunds take 2-5 business days after we register your return. Refunds are made to the same payment method used to make your purchase.
Approval of returns
If the return is not approved by any reason, we will let you know by e-mail. As an example a return may not be approved due to the following reasons:
- If the item has been used, other than to try it out.
- If the item has been negligently handled, for example, twisted in its original packaging, thus becoming totally creased.
- If the item has been soiled.
- If the item has been washed or returned in changed condition.
- If the item’s labels and original packaging are not included
- If original shoe box is destroyed or only sealed with the shipping label on return.
- For reasons of hygiene, we only approve underwear bottoms and swimwear if packaging is not opened.
If the return is not approed you will not be refunded for the product or return cost. As a customer you may choose to have the product sent back to you or discarded. The customer will be required to pay for the return shipping. If we do not receive a response from the customer within 30 days, we will discard the product.