Returns, Exchanges & Refunds

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

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.  Read more in “When will my return be processed, and when will I get my money back?”

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’re sorry if your item isn’t as it should be.

If you have received a faulty item, or if the item develops a defect during normal use, you can make a claim.

What are my options?

Depending on the defect, we may offer options including:

• returning the item for a refund
• keeping the item in return for compensation

If you would like to ask about the option of keeping the item in return for compensation, or if your order is more than 30 days old, please contact our Customer Service.

Please send us:

• your order number
• a clear photo of the defect
• a short description of the problem

We will assess the case and help you with the next steps.

If your order is less than 30 days old

If you would like to return the item for a refund, you can register it directly in our Return and Exchange Portal and select the relevant reason.

You will then receive the necessary return materials and information on how to send the item back.

There is no return fee when returning a faulty item.

Unfortunately, we cannot offer a regular exchange for faulty items. If you still want the item, you can place a new order.

If more than 30 days have passed

Please contact our Customer Service before returning the item. We will assess the case and help you with the next steps and, if necessary, provide return materials.

What happens if the item needs to be returned?

The item will be assessed once we receive it.

If the claim is approved, the case will be handled according to the individual circumstances.

If the assessment shows that the problem is due to normal wear and tear, incorrect use or other damage not covered by the right to make a claim, the claim may be rejected and the item may 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 48 hours once the refund has been registered

Will my shipping costs be refunded?

If you return the entire order, we will also refund the original shipping costs you paid.

However, if you chose a delivery method that was more expensive than our standard delivery, we will only refund an amount equivalent to the standard delivery cost.

If you only return part of the order, the original shipping costs will not be refunded.

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.

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

What happens to my Klarna invoice?

Your original invoice will be adjusted. You will not receive a new invoice.

It can take up to 14 days from when you hand in your return parcel until it is received and processed by us. It is therefore normal for the invoice not to be updated immediately.

If the payment deadline is approaching, we recommend contacting Klarna directly regarding your due date.

If you have already paid the invoice, Klarna will arrange the refund once the refund has been registered.

What if I exchange an item?

For a regular exchange, the Klarna invoice will generally not change.

The invoice will only be adjusted if the amount changes, for example if you receive a refund for a price difference or return other items at the same time.

Why is there still an amount showing?

If a return fee is deducted from your refund, this amount may remain on your Klarna invoice.

Is the invoice still not updated?

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

Remember to keep your return receipt until your return has been fully processed.

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 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.

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.

Yes. We have extended our return period for Christmas.

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

For items purchased outside this period, our normal 30-day return period applies.

If the item was purchased online, the person who made the purchase has access to our Return and Exchange Portal. Here, the return or exchange can be registered, and the necessary return materials and return instructions will be provided.

If you would like to read more about the return and exchange process for gifts, please see “Can I exchange or return a gift?”