To make the decision easier, we developed our Dream Bag Configurator, where you can try out and put together your desired bag combination. If you need inspiration on which styles best suit your style, feel free to check out our blog (ZL Quiz).

Yes, we offer several sets in our online shop to make the initial selection easier. Feel free to take a look under the category "Bag Sets", where you will find all the current sets.

As a rule, each of our bag colors has a matching changeable flap. Some flaps may sell out faster.

Not all changeable flaps fit every body. To choose the right combination directly, we have divided the different sizes into categories in our online shop:

- Mini changeable flaps fit the Mini Me, Pochette, La Belle, Hobobag, Mini Work Buddy, and Mini Triple

- Round changeable flaps fit the Best Buddy, Big Best Buddy, Day Buddy, backpack, Work Buddy, and Best Hobo

- Square changeable flaps fit the Little Miss, Triple Miss, Just Miss, and Work Buddy SQ

In the configurator, you will be notified if you have selected a changeable flap that does not fit the chosen body.

You will also receive a notification in your shopping cart if the combinations you have put together are not compatible.

We sell our bags primarily through our own online shop, which allows us to stay in direct contact with you, our customers.

We also have our own store in Munich, where you can see the bags in person.

ZOÉ LU Store
Sendlingerstraße 14
80331 Munich

From 29 May, you can also find us in Kitzbühel:

Gschwantler Kitzbühel
Hinterstadt 18
6370 Kitzbühel, Austria

The changeable flap has a small snap button on the zipper pull that, once the flap has been zipped onto the body, is fastened to its counterpart on the bag body (in the upper right area by the slip pocket on the back of the bag body).

We are always on the lookout for new trends and high-quality, innovative materials. For our bags, we use carefully selected Italian premium leather. We searched for quite a long time until we found “the” ZOÉ LU leather that meets our standards. We love its pleasantly soft feel and natural appearance combined with the highest quality. The material’s durability also impresses us. Our high-quality leather is exceptionally long-lasting and will be with you for many years.

Leather is a natural product and can vary slightly in appearance and feel. Like our skin, it does not absorb colors or embossing in exactly the same way everywhere. Therefore, slight visual variations in color or pattern may occasionally occur. These irregularities are characteristic of high-quality leather.

For our changeable flaps with a snakeskin print, the snakeskin pattern is printed and embossed onto our high-quality leather. All pattern pieces are positioned on the leather hide to use the leather as efficiently as possible and minimize waste. It is therefore not possible to influence how the pattern will ultimately appear on the flap - making each flap a truly unique piece.

The bat is the unmistakable symbol of ZOÉ LU . It represents freedom, individuality, and self-fulfillment, as we were inspired to create it by the slogan "Always be yourself unless you can be Batman, then always be Batman“. It can be found in our products, for example in the metal clasps, the iconic stitching of the Kinda flaps or the wallet, and in ZOÉ LU's own black-and-white jacquard.

You will receive your order confirmation by email immediately after successfully placing your order. Please also check your email spam folder.

As long as the package has not yet been packed at our shipping center, the delivery address can be changed. To request a change, please send an email to shop@zoelu.com. Our Customer Service team will be happy to help. The billing address can no longer be changed after the order has been placed.

Yes, that works. However, you can only apply one discount code at a time, but you can redeem as many gift vouchers as you like.

We’re sorry that you received a damaged item. Please send us a photo clearly showing the defects at shop@zoelu.com. Our customer service team will be happy to assist you.

To make a change, please send a message to shop@zoelu.com; our customer service team will be happy to take care of it for you.

Only one email address can be associated with a customer account at a time.

Shipping within Germany and Austria:
Free shipping for orders over 60 EUR, otherwise 4.90 EUR per order 

Shipping within the EU (excluding Germany and Austria):
5 EUR per order

Shipping within Switzerland:
5 CHF per order

Shipping to the rest of the world:
Your shipping costs will be calculated in the shopping cart

You will receive a shipping confirmation with a tracking link by email once your order has left our warehouse and been handed over to the shipping provider.

Delivery within Germany takes up to 2-4 business days after receipt of the complete and error-free order. Delivery times outside Germany vary by country; please refer to the Shipping and payment information on our website.

If the shipping status of your order has not changed within 5 days, please send us an email at shop@zoelu.com. Our customer service team will be happy to help.

We’re sorry that your order was not delivered to you in perfect packaging. As the recipient of the package, it’s best to check the shipping box for damage before acknowledging receipt and to report any externally visible damage to the package immediately to the delivery driver. You should refuse to accept a damaged package. For further clarification, please send us an email at shop@zoelu.com; our Customer Service Team will be happy to assist you.

We’re sorry that you received an incorrect or incomplete order. Please send us an email at shop@zoelu.com; our Customer Service team will be happy to assist you.

When placing an order for delivery to a Packstation, please provide your postal number and Packstation number. Ideally, it should look like this:

First name, Last name
Postal number xxxxxxxx
Packstation xxxStreet, house number
Postal code, city
Germany

We recommend using only the Friiz Protector and Cleanser , which you can purchase from our shop. They are based on natural ingredients, are water-soluble, and are free from any silicones, wax, and oils.
Here you will find instructions on how to use them properly and how each type of leather should be treated.

On our Instagram profile @zoelu_official, under “Highlights,” you will find step-by-step instructions on how to use the Friiz Protector and FriizCleanser correctly.

Leather Cleaning with FRIIZ - N°2, THE CLEANSER
1. Mix N°2 The Cleanser with water in a 1:5 ratio.
2. For heavy soiling, apply the undiluted fluid to the moistened brush and treat the affected areas using circular motions.
3. Absorb the foam containing dirt (e.g., oil/grease mixtures) with a cloth, then clean/rinse the bag with clean, lukewarm water. Suitable for use at all water temperatures. Warm water increases effectiveness.

IMPORTANT: Do not use on metallic or coated leather
as this can damage the material!

Leather Protection with FRIIZ - THE BAG PROTECTOR
1. Shake the bottle
2. Spray on a thin layer from a distance of approximately 10-15 cm. Massage the liquid into the fibers with a lint-free cloth. Wait 2 minutes and repeat the process. Tip: For an even more effective result, repeat the process after 2 minutes and blow-dry with a hair dryer. 
3. Allow the surface to dry for 24 hours to achieve optimal effectiveness

IMPORTANT: Do not use on metallic or coated leather
as this can damage the material!

On our Instagram profile @zoelu_official, under “Highlights,” you can also watch again how to use the Friiz Protector and the FriizCleanser correctly.

The FriizProtector is made from natural ingredients, is water-soluble, and contains no silicones, wax, or oils, making it well suited for our rivet flaps as well. However, please apply the Protector carefully and treat the rivets accordingly with care.

You can find instructions in our shop: HERE

Or on our Instagram profile @zoelu_official under “Highlights.”

You have the right to cancel your purchase within 14 days and return the goods to us.

Returns from all countries (except Switzerland)
https://ssp.alaiko.com/zoe-lu/return-labels
Returns from Switzerland: You do not need to register your return, as a return slip is already included.

We will then send you an email with the return label and return instructions. (Note: The return label can only be used once per order number. For additional returns, shipping costs must be covered by you.) You can then choose between two options:

- Print the return label and attach it to the package

- Use the QR code on the return label and have it scanned

We only accept returns of goods in their original packaging, with protective films on the metal parts and the label. If you have accidentally already removed the label, please include it with your return in this case.

Please send your return back to us well packed and protected in alternative packaging.

It is not possible to return multiple orders in a single package.
A separate label must be created for each order: 
https://ssp.alaiko.com/zoe-lu/return-labels

Please enter the order number with the prefix BEST- and the corresponding number. The email address and ZIP code must match the details of the delivery address.

Please also remember to include the return slip that came with your package, completed in full, with the return shipment.

Processing a return (receipt at the shipping center, recording the item back into our shop system, and refunding the item) can take up to 14 days.

The exchange or return of an item that has already been exchanged works through the returns portal, just like all other items. Please remember to always add EXCHANGE to the end of your order number when entering it in our returns portal. It should look like this, for example: BEST-000000-EXCHANGE"

Returns portal:https://ssp.alaiko.com/zoe-lu/return-labels

You can return all items purchased from the ZOÉ LU Shop to us within 14 days. The cost of the return label will be deducted from your refund.

Return from Germany:
€2.95

Return from Austria:
€3.95

Important: For Swiss orders, a return label is included in your package. You do not need to register anything else!
€10 return shipping

Return from other EU countries:
€10 return shipping

Return from non-EU countries (except Switzerland)
CHF 10 return shipping

You can register your return here: https://zoelu.com/pages/retoure

Exchange
You can request an exchange for the same product through the returns portal, free of charge.

Complaints & Defects
If an item has a defect or arrived already damaged, please contact our customer service directly at shop@zoelu.com.
Please include your order number, a brief description of the defect, and a meaningful photo or short video. This will allow us to review your case as quickly as possible. If a valid defect is found and the item can no longer be exchanged, you will of course receive a free return label so that you can easily send the item back to us.

The ZOÉ LU Club is a loyalty program through which we want to thank you for your loyalty. As a club member, you can earn points with every purchase and gain access to special offers, great discounts, and much more.

If you already have an account with us, you are automatically a ZOÉ LU Club Member. When creating a new account, you automatically agree to become a Loyalty Member. Sign up here and easily collect points with every purchase.

We ask you to choose a single account with which you collect points. The more points you collect, the more benefits you receive.

Yes, membership is of course free.

The points can be redeemed on all categories except New In and already discounted products. However, you earn points when purchasing ALL products. Discounts cannot be combined with other promotions.

Once you have generated the discount code, it is valid for 1 month.

The points will be credited to your account after 20 days, once the return period has expired. If you return your entire order, no points will be credited. If you return only part of your order, you will receive points proportionally for the products you kept.

Once generated, a points code is valid for four weeks and cannot be reactivated after use or refunded if the order is returned.

You will retain your current status until the end of 2027, regardless of how many points you have - it will not be reassessed until then. From 2028 onward:

• Your status will be reassessed at the beginning of each year, based on the points you have accumulated by then.
• You can move up at any time through additional purchases, but you will only move down on January 1 of a year.
• Redeeming points does not affect your status, so you will not be downgraded as a result before the end of the year.

Good to know:

Status and redeemable points are tracked separately: Your status does not depend on the points you use for redemption. Both are independent of each other.Your status remains in place until the start of the new year even without purchases: Unlike with points, you do not need to be active to retain your status.