A. Shipping information
Shipping
Shipping within Germany and Austria:
Free shipping from EUR 60, otherwise EUR 4.90 per order
Shipping within the EU (excluding Germany and Austria):
EUR 5 per order
Shipping within Switzerland:
CHF 5 per order
Shipping to the rest of the world:
Your shipping costs will be calculated in the shopping cart
For deliveries to countries outside the European Union, additional costs may arise in individual cases for which we are not responsible and which you must also bear. These include, for example, costs for transferring money through credit institutions (e.g. transfer fees, currency conversion fees) or import duties and taxes (e.g. customs duties). You can find further information, for example, at http://ec.europa.eu/taxation_customs/customs/customs_duties/index_de.htm and information on import VAT at http://auskunft.ezt-online.de/ezto/Welcome.do, as well as specifically for Switzerland at http://xtares.admin.ch/tares/login/loginFormFiller.do.
Information on delivery times
The table below shows the delivery times for shipping to other countries, which you must add to the stated delivery time for the respective item.
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| Denmark (excluding Greenland, Faroe Islands) | 5 |
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| Finland (excluding Åland) | 5 |
| France (excluding overseas territories) | 5 |
| Ireland | 5 |
| Italy (excluding Livigno, Vatican City, San Marino) | 5 |
| Latvia | 5 |
| Lithuania | 5 |
| Luxembourg | 5 |
| Monaco | 5 |
| Netherlands (excluding overseas territories) | 5 |
| Austria | 2 |
| Poland | 5 |
| Portugal (excluding the Azores, Madeira) | 5 |
| Sweden | 5 |
| Switzerland | 5 |
| Slovakia | 5 |
| Slovenia | 5 |
| Spain (excluding Ceuta, El Hierro, Fuerteventura, Gran Canaria, La Gomera, Lanzarote, La Palma, Melilla, Tenerife) | 5 |
| Czech Republic | 5 |
| Hungary | 5 |
Information on calculating the delivery date
The delivery period begins on the day after the contract is concluded and ends at the end of the last day of the period. If the last day of the period falls on a Saturday, Sunday, or a public holiday officially recognized at the place of delivery, the next working day shall take the place of that day.
Returns
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 EUR
Return from Austria:
3.95 EUR
Important: For Swiss orders, a return label is included in your package. You do not need to register anything else!
10 EUR return shipping
Return from other EU countries:
10 EUR return shipping
Return from NON-EU countries (except Switzerland)
10 CHF return shipping
You can register your return here: https://zoelu.com/pages/retoure
After receipt of your return, processing may take up to 14 days. The credit will be issued to the payment method you selected.
If you paid with a voucher, the money will be credited back to the voucher.
Exchange
You can register an exchange for the same product in the returns portal, free of charge.
Complaints & defectsIf an item has a defect or has already arrived damaged, please contact our customer service directly at shop@zoelu.com.Please send us a brief description of the defect and a meaningful photo or short video, stating your order number. This will allow us to review your case as quickly as possible. If there is a legitimate defect 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.
If you have any questions, please contact: shop@zoelu.com
We kindly ask you to return the goods you have returned with the original label undamaged and in their original condition. However, this does not restrict your statutory right of withdrawal. If the condition of the goods deteriorates due to use beyond what is necessary to inspect their nature, characteristics, and functionality, we reserve the right to claim compensation for the loss in value. Please also refer to the cancellation policy.
Return address:
Zenfulfillment GmbH c/o Fiege
ZOÉ LU GmbH
Sülzenbrücker Str. 7
99192 Nesse-Apfelstädt
Germany
Transport damage
If you receive goods that have obvious damage to the packaging or contents caused during transport, please report this immediately (without prejudice to your warranty rights) to DHL and refuse acceptance. Afterwards, please contact ZOÉ LU directly at shop@zoelu.com, so that we can preserve any claims against the sender.
B. Payment information
I. Domestic shipments
For deliveries within Germany, we offer the following payment options unless otherwise specified in the respective product description:
1. Credit card
2. Payment via sofortüberweisung
3. Payment via PayPal
4. Payment via Klarna
II. International shipments
For deliveries abroad, we offer the following payment options unless otherwise specified in the respective product description:
1. Credit card
3. Payment via PayPal
III. Detailed information on the individual payment options
1. Credit card
Pay conveniently by credit card. We accept the following credit cards: Visa, Mastercard, American Express.
2. Payment via sofortüberweisung
sofortüberweisung is the direct bank transfer procedure of Payment Network AG. With sofortüberweisung, you can conveniently set up a transfer of the respective amount through your online banking account. You do not need to register or have a credit card. You pay simply, securely, and quickly directly from your online bank account. Further information on payment via sofortüberweisung can be found at https://www.payment-network.com/sue_de/kaeuferbereich/start.
3. Payment via PayPal
When paying using a payment method offered by PayPal, payment processing is carried out by the payment service provider PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg (hereinafter: "PayPal"), subject to the PayPal Terms of Use, available at https://www.paypal.com/de/webapps/mpp/ua/useragreement-full or - if the customer does not have a PayPal account - subject to the terms for payments without a PayPal account, available at https://www.paypal.com/de/webapps/mpp/ua/privacywax-full.
5. Shipping via Klarna
When paying using a Klarna payment service, payment processing is carried out by Klarna Bank AB (publ), https://www.klarna.com
