Return and Exchange

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.

Important 

Please make sure you get a receipt when you return your parcel. Unfortunately, we cannot initiate an investigation if the package is lost during transit without a receipt. In such cases, we are unable to issue a refund. 

Refund processing 

Once we receive your return, we will begin processing it. Depending on the courier, this may take up to 2 weeks.

When your return has been reviewed and approved, you will receive an email confirmation, and the refund will be issued to the same payment method used for your original order. 

Return requirements 

Zizzi offers a 30-day return policy from the day your package is delivered or ready for pick-up.

Items must be returned in a sellable condition. This means the item may be tried on but not worn, and must be free from damage, odors, or signs of use beyond a basic fitting. All labels and tags must remain attached, unless the item is faulty. 

• Pantyhose and leggings – unless faulty – must be returned unopened in their original packaging. 
• Shoes – unless faulty – must be returned in their original shoebox. The shoebox must be placed inside an additional protective shipping box or bag to prevent damage during transit. 
• Multi-packs Partial returns of multi-pack products are not ac

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.

If Your Order Is Less Than 30 Days Old:

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

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.

At Zizzi, we aim to make exchanging your items as easy and hassle-free as possible. Below you'll find everything you need to know about our exchange process.

How does it work?

Exchanging an item is quick and easy! Follow these steps to request a free exchange for a different size or colour.

• Step 1
  Log into our return portal. You'll find the link at the bottom of our website under "Return Portal" – or click here.
• Step 2
  Select the order containing the item(s) you wish to exchange.
• Step 3
  Choose the current item and click "Exchange". You will also need to provide a reason for returning the item.
• Step 4
  You will now see the sizes and colours available for exchange. If a size or colour is sold out, it will not appear on the list.
• Step 5
  Once you've selected all the items you wish to exchange, click "Proceed to Confirmation" at the bottom of the page.

• Step 6
  Review and confirm your exchange request.

   

Do I have to pay for shipping?

No. We offer free return shipping and free delivery on exchanges. Your new item will always be sent with standard shipping or to one of our stores.

What can be exchanged?

You can return items that are too large, too small, don't fit, or are not the expected colour.
You can exchange the item for a different size or colour of the same product.
The new item must be in stock at the time of exchange.
You cannot exchange an item returned due to faults or damage.
Please note that each item can only be exchanged once.

How does the reservation process work?

When you confirm your exchange, we reserve the new item for you.
You must send the return package within 7 days. If the return label is not scanned within this period, the reservation will be cancelled.

Will there be a price adjustment upon exchange?

If the new item is cheaper at the time of exchange, we will refund the price difference.
If the price has increased, you won't pay extra - the exchange remains free.

How does refunding and payment work?

Any refunds are always made to the same payment method used for the purchase.
When you exchange an item, a new order is created.
The new order will be based on the original order number, with the addition EX01 or EX02, depending on how many times you've used the exchange process for that order. Standard order processing applies to this new order.

Return by mail
Member: 3,95€
Not a member: 6,95€

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, you can return two (or more) different orders in one return parcel.

It is important that the returns are registered at the same time in our Return and Exchange Portal. When the orders are registered simultaneously, they can be returned together in one parcel.

Once the registration is completed, you will receive the necessary return materials along with information on how to return your orders correctly.

The person who placed the order has access to our Return and Exchange Portal. Here, you can register a return, request an exchange, and receive return materials and instructions.

• Return
  Once the return has been received at our warehouse, we will process a refund to the same payment method used for the purchase.

   

• Exchange
  If an exchange is selected in the return portal, we will automatically ship the new order once the return parcel is on its way back. You will then receive a new order number and tracking number.

After you have handed over your return parcel to the courier, it can take up to 14 days before we receive it in our warehouse in Denmark. 

Please note that the return tracking status does not necessarily indicate the parcel's final destination. 

Once we have received and registered your return parcel, you will receive a notification by e-mail. If you have not received an e-mail after 14 days, please reach out to our Customer Service.

Please always make sure to ask for a receipt when you hand over your return parcel. If you deliver the package via a postbox or do not have a receipt, we cannot initiate an investigation should the package get lost during shipment. In these cases, unfortunately, we cannot issue a refund.  

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

In-store, you may exchange your item for a different size or color, subject to availability. If the desired item is not available, you are welcome to select an alternative product. Should the new item be more expensive, the difference will be charged. Conversely, if it's cheaper, we will refund the difference through the method described below. Please remember your receipt.

Faulty

Should the item be faulty and it is not due to regular wear and tear or incorrect usage please visite 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 between November 15th and December 15th can be returned until January 15th 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.