Our Returns Promise

At Zalandex, we want you to love what you buy. If something doesn't fit or isn't quite right, you have 30 days from the delivery date to return it for free. No questions asked.

We believe shopping online should be risk-free. That's why we make returns as easy as possible with free return shipping and fast refunds.

How to Return an Item

Returning items is simple and straightforward:

Return Conditions

To ensure a smooth return process, please make sure your items meet these conditions:

• Unworn and unwashed: Items must be in their original condition
• Tags attached: All original tags and labels must be intact
• Original packaging: Return items in their original packaging when possible
• Within 30 days: Returns must be initiated within 30 days of delivery
• Proof of purchase: Keep your order confirmation

Items That Cannot Be Returned

For hygiene and safety reasons, some items cannot be returned once opened or used:

• Underwear and swimwear (if hygiene seal is broken)
• Pierced jewelry and earrings
• Cosmetics and beauty products (if opened or used)
• Face masks and personal protective equipment
• Personalized or custom-made items
• Gift cards and vouchers

These items are clearly marked on the product page before purchase.

Refund Process

We process refunds as quickly as possible:

Refunds are issued to your original payment method. If you paid by credit card, the refund will appear on your card statement. If you paid by PayPal, the refund will be credited to your PayPal account.

You'll receive an email confirmation once your refund has been processed.

Exchanges

We don't offer direct exchanges, but the process is simple:

1. Return the item you don't want
2. Place a new order for the item you do want
3. You'll receive your refund within 14 days

This ensures you get the item you want as quickly as possible, without waiting for the return to be processed first.

Return Shipping

Returns are completely free. We provide a prepaid return label for all eligible returns.

Drop-Off Locations

You can drop off your return at:

• Post offices
• DHL service points
• Hermes ParcelShops
• UPS Access Points
• Other authorized collection points

Find your nearest drop-off location using the locator tool in your return confirmation email.

Track Your Return

Stay updated on your return status:

• Track your return package using the tracking number on your return label
• Check return status in your account under "My Returns"
• Receive email notifications at each stage of the return process

Damaged or Faulty Items

If you receive a damaged or faulty item, we'll make it right:

• Contact us within 48 hours of delivery
• Provide photos of the damage or defect
• We'll arrange a free return and send a replacement or full refund
• In some cases, we may offer a partial refund if you'd like to keep the item

Your satisfaction is our priority. We'll work with you to find the best solution.

Wrong Item Received

If you received the wrong item:

• Contact us immediately with your order number
• We'll send you the correct item right away
• We'll arrange free collection of the wrong item
• No need to wait for the return to be processed

Premium Member Benefits

Premium members enjoy additional return benefits:

• Extended return window: 100 days instead of 30
• Priority processing: Faster refunds
• Home collection: Free pickup from your door
• Instant refund: Get refunded when you drop off your return

International Returns

Returning from outside Germany? No problem:

• Free returns from all EU countries
• Country-specific return labels provided
• Return to your local collection point
• Same 30-day return window applies

Return times may vary by country. Check your return confirmation for specific details.

Return Tips

Make your return experience even smoother:

• Try items on at home with clean hands
• Keep tags attached until you're sure you want to keep the item
• Save the original packaging for easy returns
• Take a photo of your packaged return before dropping it off
• Keep your return tracking number until you receive your refund

Sustainability

We're committed to reducing the environmental impact of returns:

• Consolidated returns to reduce transportation emissions
• Reusable packaging options
• Returned items are resold, donated, or recycled responsibly
• Size guides and detailed product information to reduce returns