Return and Exchange

You have 30 days to return your order, counted from the day your parcel is delivered or ready for collection.

How to return

Register your return in our return and exchange portal. There you will find the return material and instructions on how to send the parcel.

Remember the receipt

Always ask for a receipt when you hand in your return parcel. Without a receipt we cannot open an investigation if the parcel is lost on the way - and we will unfortunately not be able to refund you.

Refund

It can take up to 14 days from the day you hand in your return parcel until it reaches our warehouse and your return has been processed.

Once your return has been processed, you will receive an email, and the money is returned to the payment method you used when ordering. How quickly the amount appears in your account depends on your payment method.

Would you like to exchange an item?

Register the exchange in the return and exchange portal and send the item back to us. As soon as we have received it, we will send you the new item.

Requirements for the items you return

Items must be returned in resalable condition. You are welcome to try them on, but not to use them, and they must be free from damage, odours and signs of wear beyond ordinary trying on. All tags must be intact, unless the item is faulty.

• Tights and leggings must be returned unopened in their original packaging - unless they are faulty.
• Shoes must be returned in their original shoebox, packed in additional protective packaging - unless they are faulty.
• Multipacks must be returned complete. We do not accept parts of a multipack.
• Underwear and bikinis must be returned with the original hygiene seal intact – unless the item is defective.

We are sorry if something in your order isn’t as it should be. If you’ve received a faulty or damaged item, you can easily register it and return it to us. In this case, no return fee will be charged.

If Your Order Is Less Than 30 Days Old:

Returns can be registered in our Return and Exchange Portal. You will then be provided with the necessary return material and information on how to return your parcel. 

Please note that we are unfortunately not able to offer exchanges on faulty or damaged items. If you would still like the item, we kindly ask that you place a new order and return the original item to us for a refund.

If More Than 30 Days Have Passed:

If the fault appears after 30 days, please contact our Customer Service team before returning the product. To help us assess your claim quickly, please include:

• A photo clearly showing the defect
• Your order number
• A short description of the issue
   

Assessment at the Warehouse

A final decision regarding a refund is only made after the item has been received and assessed at the warehouse. If the warehouse concludes that the issue is due to normal wear and tear or incorrect use, the claim may be rejected and the item will be returned to you.

After you hand your return parcel over to the carrier, it can take up to 14 days before it reaches our warehouse in Denmark and is processed.

Please note that the information shown in the parcel tracking does not necessarily show the final destination of your return parcel.

When has my return been processed?

Once we have received and registered your return, we will send you an email.

If you have not received an email from us 14 days after handing in your return parcel, please contact our Customer Service.

When will I get my money back?

The refund will be issued to the same payment method you used for the purchase.

How quickly the money becomes visible in your account depends on your payment method and your bank:

• Payment card: typically 2–5 business days
• Mastercard: in some cases, it can take up to 30 days, depending on the card terms
• Klarna: Klarna will automatically send you an updated invoice within 2 business days once the refund has been registered

Remember your return receipt

Always ask for a receipt when handing in your return parcel.

If the parcel goes missing in transit, we need the receipt to be able to open an investigation.

If you handed in the parcel without receiving a receipt, for example via a postbox, we unfortunately cannot investigate the case or issue a refund for a lost return parcel.

At Zizzi, you can exchange an item free of charge for another size or colour of the same product through our Return and Exchange Portal.

How do I register an exchange?

1. Log in to our Return and Exchange Portal.
2. Select the order containing the item you want to exchange.
3. Select the item and click “Exchange”.
4. Choose the size or colour you would like. Only variants available for exchange will be shown.
5. If you also want to return other items from the same order, select them at the same time and register them as returns.
6. Once you have selected all the items you want to exchange or return, continue to confirmation.
7. Choose where you would like the new item delivered.
8. Review and confirm your registration.
9. Follow the return instructions in the portal and send the item(s) back.

Please note: An exchange registered through the return portal must be sent back using the return materials linked to the exchange.

Can I return other items at the same time?

Yes. You can register an exchange and a regular return at the same time.

First select the item you want to exchange, then select the other items you want to return. Once all items have been selected, complete the registration together in the return portal.

What can I exchange?

You can exchange an item for another size or colour of the same product, provided the requested variant is in stock.

Each item can only be exchanged once.

If the item is defective or damaged, it should not be registered as a regular exchange. Please see “My item is defective – what should I do?”

Does it cost anything to exchange?

No. Return shipping and delivery of the new item are free of charge when exchanging an item.

The new item will be sent by standard delivery to the delivery location you select when registering the exchange.

If you would like the item sent to a different home address, you will need to return the item instead and place a new order.

Is the new item reserved?

Yes. When you confirm your exchange, we reserve the requested item for you.

The return parcel must receive a carrier scan within 7 days. If no scan is registered within this period, the reservation will be cancelled.

If the requested item can no longer be supplied, the amount paid for the original item will be refunded.

What if the price has changed?

If the item is cheaper at the time of the exchange, we will refund the price difference.

If the price has increased, you will not need to pay the difference.

What happens if I paid with Klarna?

If you chose Klarna invoice, the invoice will generally not change when you make an exchange.

An exchange means that the value of your purchase remains the same, so you should continue to follow the original Klarna invoice.

The invoice will only be adjusted if the amount you need to pay changes – for example if:

• a price difference is refunded as part of the exchange, or
• you return other items from the order at the same time.

What happens after I send the item back?

When the exchange is processed, a new order with a new order number will be created. The new order number will be based on the original order number, with EX01 added at the end.

You will receive information about the new order and tracking details once it has been shipped.

If any amount needs to be refunded as part of the exchange, it will be returned to the payment method used for the original purchase.

Return by mail
Member: 3,95€
Not a member: 8,95€

Returns can be registered in our Return and Exchange Portal. You will then be provided with the necessary return material and information on how to return your parcel. 

Please note that it is not possible to generate return material in the return portal once the return period has expired.

If you wish to make a claim after the return period, please contact our customer service. Remember to include your order number and clear photos showing the damage, so we can help you as quickly as possible.

When you return your entire order, you receive a full refund, including the shipping costs initially paid.

However, it's important to note that if a delivery method with additional charges was chosen, the refund will only cover the standard delivery cost.

Yes, if you are a Club Zizzi member and logged in, you can return items from two or more different orders in one return parcel.

If you are a Club Zizzi member

Log in to our Return and Exchange Portal. Here you can see all orders that are still eligible for return.

It is important that you register the orders you want to return at the same time. When they are registered together, the items can be returned in one parcel.

Once the registration is complete, you will receive the necessary return materials as well as instructions on how to send the parcel back.

If you ordered as a guest

If you ordered as a guest, log in to the return portal using your order number and the email address used when placing the order.

As a guest, you can only register one order at a time, so you cannot combine items from several different orders in one return registration.

If you received an item as a gift, it can be returned within 30 days from the day the parcel was delivered or ready for collection.

The return or exchange must be registered through our Return and Exchange Portal.

The person who made the purchase has access to the order in the return portal and can register a return or exchange there, as well as download the necessary return materials.

Return

Once the item has been received and processed at our warehouse, the amount will be refunded to the payment method used for the original purchase.

This means that the refund will be issued to the person who purchased the gift.

Exchange

If an exchange is selected in the return portal, a new order will automatically be created once the return parcel is on its way back to us.

A new order number will be created, and tracking information for the new order will be sent.

Returns Policy

To process a return, please bring your receipt and ensure the item has its original label attached and shows no signs of wear and tear. Additionally, the item's packaging must remain unbroken and intact.

A 30-day return period applies.

Please note that returns cannot be sent directly to our warehouse.

Exchange Policy

Exchanges in store only apply to items purchased in a Zizzi store.

Items purchased online cannot be exchanged in our stores. Online purchases can be returned to a store for a refund. If you wish to exchange an item purchased online for a different size or colour, the exchange must be registered through our Return & Exchange Portal.

For items purchased in a store, you can exchange the item for a different size or colour, subject to availability. If the desired item is not available, you are welcome to choose another product. If the new product is more expensive, you will need to pay the difference. If it is cheaper, we will refund the difference. Please remember to bring your receipt.

Faulty

Should the item be faulty and it is not due to regular wear and tear or incorrect usage please visit the store and bring your receipt. The store may offer to repair the item, issue a full refund, or provide a gift card for the equivalent amount.

Refund
Refunds are issued using the original payment method.

Because of the Holidays and our goal to provide our customers with the best experience, we have extended the return period. 

All gifts purchased from 15 November up until Christmas can be exchanged or returned up to and including 31 January of the following year.

For items purchased outside this timeframe, our regular return policy applies.

The person who made the purchase will have access to our Return and Exchange Portal, where it is possible to register a return and receive the return material together with the return instructions for the order.