This policy in English applies to orders delivered outside of Bulgaria. Change the language for deliveries in Bulgaria.
CANCELLATION
To cancel your order contact us no later than 24 hours after you have placed your order.
ONE MONTH GUARANTEE
Guarantee Coverage
All Zeazoo products come with a one-month guarantee for production defects.
The guarantee period starts on the day you receive your parcel.
What is Not Covered
Outer damages caused by use, such as tearing, excessive wear due to traction, or general wear and tear, are not considered production defects.
How We Handle Defects
If a production defect arises within the first month of usage, Zeazoo will:
1. Offer an exchange if the defect prevents wearing the shoes.
2. Provide a discount or alternative solution if the shoes remain wearable.
How to Claim a Defect
Send photos clearly showing the issue to returns@zeazoo.com to start the claims process.
Issues Beyond the One-Month Guarantee
If a problem occurs after the one-month period, please contact us for further advice and assistance.
We are committed to ensuring your satisfaction and will work with you to resolve any concerns.
RETURNS
You may return your purchase within 14 days from day of receipt if:
1. it is in a "like new" condition
2. it doesn't include a customization from categories CUSTOM DESIGN AND PERSONALIZATION
If you want to return your Zeazoo product(s) and you have a CUSTOMER account, the steps are as follows:
1. Access the "Orders" section of your account.
2. Select the order from which you want to return an item by clicking on "Details".
3. Select the product(s) that you wish to return by checking the box next to its name(s).
4. Add the quantity that needs to be returned (in case more than one product are ordered).
5. Click on "Request a return".
Our customer support will validate the return by changing the return status to "waiting for package".
If you prefer another method or you ordered as a GUEST, contact us at returns@zeazoo.com for further instructions.
PACKAGING RETURN PRODUCTS
Once your return is approved send the return product in the original full packaging with the order number and your email inside the box.
Put the shoe box in an envelope and do not put stamps and labels on the branded shoe box, otherwise, we regret to inform you that a full refund cannot be processed. The box price will be decreased from the refund amount.
RETURNS FROM NON-EU COUNTRIES
Returning products from countries outside the EU is a complex process due to strict EU regulations. Please carefully follow these steps:
1. A return slip will be included with your Zeazoo shoes. Fill it out and email a photo of the completed slip to returns@zeazoo.com, along with your return parcel's tracking number.
2. Place the completed return slip and the invoice inside the parcel.
3. Clearly mark the parcel as a "RETURN" and do not declare any value on the outer label, or declare less than 1€,$, etc in your currency. Failure to follow this instruction may result in customs charges, which will be deducted from your refund amount.
Zeazoo will email you proof of any customs payments along with the tracking details for your return.
Following these guidelines ensures a smooth return process and helps avoid unnecessary delays or deductions.
REFUNDS
Refunds are processed after we receive the returned shoes. The refund will be made using the same method as the initial payment.
1. Full Refunds
- Applies when you return your entire order.
- Processing Time: Within 2-3 working days after receiving your parcel.
- Includes the Economy shipping cost of €13 for EU countries only.
2. Partial Refunds
- Applies when you return only part of your order.
- Processing Time: Within 15 working days after receiving your parcel.
RETURN COSTS
Return shipping costs are the responsibility of the customer, except in the following cases where Zeazoo will cover the return costs:
Faulty Pair
Claims for visible defects on the shoe surface can be made only if:
- The shoes are unworn.
- The defect is reported immediately upon receipt of the parcel.
Examples of visible defects include:
- Torn stitching.
- Holes in the material.
- Deviations of more than 3mm in the dimensions of details within the same pair.
- Faulty soles or similar manufacturing issues.
Incorrect Pair Received
Claims can be made if the shoes received do not match your order, such as:
- Incorrect size.
- Incorrect color.
- Incorrect model.
Please contact us immediately and provide photos clearly showing the issue at returns@zeazoo.com. We will assist you with the return process and ensure a resolution.
DISCLAIMER
The color you receive may be slightly different from what you see on your computer monitor due to variations in screen settings. Such differences are not considered valid reasons for a claim.
The size you receive does not fit the feet. The sizing tables are based on the mold measurements used for each specific size and model. If the size you received does not fit, and you suspect it might not match the ordered size, please contact us. We will guide you on how to verify the size.
Even the best leather has natural markings which are analogous to fingerprints. They distinguish genuine leather from man-made materials. Some marks that can appear on the surface of leather are healed scratches, barbed wire marks, wrinkles and insect bites. Such markings are a testament to the authenticity of top-grain leather.
Leather and sheepskin are natural materials, so you may notice variations in texture, grain pattern, and color, even within the same hide. Differences between parts of the hide are normal and contribute to the uniqueness of each pair of shoes.
These characteristics ensure that your shoes are made from high-quality, genuine materials and are part of what makes them unique.
WE VALUE YOUR OPINION
Our products are our mission!
Your gratification with our products is of utmost significance to us, If you have recommendations and valuable experiences to share, it's important for us to know. Email us at info@zeazoo.com.
