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FREQUENTLY ASKED QUESTIONS

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Yes, you need to create an account in order to shop at ZOE KARSSEN. Click here to get started.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

IVE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the login page. Please note, for security reasons we are unable to send your old password via email.

HOW CAN I CHOOSE THE CURRENCY I PAY IN?

At present it is only possible to pay in Euros (€). We are working on adding alternative countries at the moment.

WHICH PAYMENT METHODS DOES ZOE KARSSEN ACCEPT?

We accept Visa, MasterCard, American Express, Maestro and Ideal. You can also choose to pay with PayPal, direct debit and via bank transfer.

All payments are processed through a secure checkout system provided by Ogone.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Please see our Returns Policy for a full guide to returning your item.

It is not possible to exchange your item. Therefore, please return your unwanted item for a refund and place a new order.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be issued to the original credit card or payment method used to place the order. Please note that it can take up to 10 business days for the refund to appear in your account. Shipping costs are not included unless your item is faulty, but you will receive the full value of your items.

All sales tax is included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs, duties and sales tax are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

If you need to make any amendments, please email us as soon as possible and we will do our best to change your order. All orders are prepared by 2pm CET and after this we cannot make any changes.

Address changes can be made via UPS after the first delivery attempt. You can also sign up for UPS MyChoice to enjoy extra benefits and flexibility regarding your deliveries.

WHICH COUNTRIES DOES ZOE KARSSEN SHIP TO?

Please see our shipping guide for a full list of countries we ship to and the delivery costs.

If you cannot see your country listed then please email us and we can look into adding your country.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your destination, please view our Shipping Information.

HOW CAN I TRACK MY ORDER?

All of our orders are sent via UPS and are fully trackable. Once your order has been dispatched, you will receive an email containing your tracking number. Please use ups.com to track your parcel. 

DO I HAVE TO PAY IMPORT TAXES AND CUSTOMS DUTIES?

The customer is responsible for assuring that the product can be lawfully imported to the destination country.

Orders that are shipped to countries outside the European Union may be subject to import taxes, customs duties and fees levied by the destination country. Zoe Karssen has no control over these charges and cannot predict what they may be. We recommend to contact your local customs office for an estimation of charges before you order, so you are not surprised by charges that you were not expecting.