RETURNS

If for any reason you are not happy with your purchase, you may return the items postmarked within 14 calendar days after you have received your order. The item(s) should be returned in their original condition (unworn, unwashed and unaltered) and in the original packaging with hangtags attached. Our return form is included in your package. Please fill it out completely as missing information could lead to delays. Returns should be sent to the address supplied on the returns form. You may use a shipping carrier of your choice, but it is advised to use a tracked serviceas Zoe Karssen cannot be held responsible for packages that go missing in transit.

Once the returned package has been received and processed then the refund will be made. 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 depending upon the payment provider. Shipping costs are not included unless your items are faulty or if a shipping error has been made.

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.

It is not possible to exchange your item. If you like to change your item then please return your unwanted item for a refund and place a new order to ensure that you get the size that you want.

FRAGRANCE

We are happy to accept fragrance returns, provided that the plastic cellophane wrapping is still intact. We will enclose a free sample in every order which allows you to test the perfume before you open the main box - it's hard buying fragrance online! Any returns that have been opened will not be refunded. 

When sending the perfume back it is very important to ensure that the shipping method is via GROUND and it will not be sent via air. You must disclose the contents at the post office or courier service as perfume is classified as either Restricted or Prohibited goods due to the alcohol content. We would advise investigating return shipping methods before ordering as we will not be responsible for return costs incurred.

UK customers must note that Royal Mail will not ship perfume internationally.

FAULTY ITEMS

If your item arrives with a fault then please contact us at customerservice@zoekarssen.com detailing the problem. It is also helpful to send photographs to speed up the assessment process. If we deem your item to indeed be faulty, then compensation will be made. This is dealt with on a case by case basis. Goods are faulty if they are a) received damaged or b) where a manufacturing fault occurs. Items that are damaged as a result of wear and tear will not be deemed faulty.

Please make sure to read the washing and care instructions prior to laundering your goods. Damage occurred from incorrect washing will not be compensated for. Several of our garments are crafted from luxury fabrics such as washable leather. Please check the warning labels on your laundry detergent to ensure it is suitable for use. 

Where possible, we will offer to repair the faulty item or offer an exchange. In circumstances where these options are not possible then a full refund will be made. In the event of a faulty product being returned to us, we will endeavour to cover any costs involved in the return.

Zoe Karssen is sold via a number of independent stockists. We regret that we cannot handle claims when the item was not purchased directly from zoekarssen.com. Please take the faulty item back to the retail point with proof of purchase. The outcome is dependent on the individual store policy and Zoe Karssen cannot interfere or be held responsible for the stores decision regarding the faulty good(s). 

RETURN FORM


In the event of misplacing your returns form, please use the appropriate address listed below to return your order. We have several warehouses worldwide in order to minimise the return shipping costs for our customers. 
Please email customerservice@zoekarssen.com for a replacement form. 

Europe, Africa, Middle East
USA & Canada
Asia Pacific
Australia & New Zealand
Returns Department, Zoe Karssen
P/A Van der Helm - Hudig
Orionweg 6-8
4782 SC Moerdijk
The Netherlands
 
Returns Department, Zoe Karssen
OTX Logistics Inc, LA
16030 Arthur Street
Cerritos, CA 90703
U.S.A
 
Returns Department, Zoe Karssen
On Time Worldwide Logistics Ltd
2b Jumbo Plaza
6 Choi Fai Street
Sheung Shui, N.T
Hong Kong
 
Returns Department, Zoe Karssen
Bell Total Logistics
Units 2&3
19-21 Northumberland Drive
Caringbah, NSW 2229
Australia