Customer service

Return and exchange

We exchange items and accept returns within 30 days online. All Club Zizzi members get free returns

Have you received my returns package?

 

When we receive items you have sent back to us, we will send you a confirmation email. If you have not received an email within one week, you can contact Customer Services. 

We need the information on your returns label. If you have chosen an alternative delivery method, the returns process will unfortunately take a bit longer, and in some cases it cannot be completed at all if there is information missing about the item. 

It is your responsibility to ensure that the items do not go missing or get damaged when you send them back to us. Remember to note the Track & Trace number of the returns label you use when you return items to us.

Exchange Service

Goods can be exchanged within 14 days upon presentation of a valid receipt or exchange label.

Only goods with original labels and price tags can be exchanged. A receipt must be presented in the case of a complaint regarding a faulty product.

Jewellery can only be exchanged with tags intact.

Swimwear and underwear can only be returned if the seal is still intact.

Online purchases bought on credit must be returned as described on the delivery note.

How do I return an item?

If you wish to withdraw from your purchase, you must return the item to us without undue delay and within 100 days from the date on which you informed us that you wish to exercise your right of withdrawal, providing you are a member of Club Zizzi. If you are not a member, the item must be returned within 30 days from this date. The right of return is valid for 100 days as a Club Zizzi member or 30 days for non-members, and the period is calculated from the date on which you received the item.

Returns can be made by using the return sticker "Return package", which is included in your package. You can follow the instructions included in your package.

The payment is refunded to the same card that was used to make the purchase.

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. See prices for returns. Returns are free for Club Zizzi members.

If the package you send to us contains items from multiple different orders, we ask you to inform us of this.

You cannot return goods by handing them in physically at Zizzi Denmark ApS in Billund.

Remember to follow the return instructions that come with your package - and make a note of the track & trace number on the return label that is included in the package.

Remember to ask for a receipt for the return shipping when you hand in your package. 
If you deliver the package via a postbox or do not have a receipt, we cannot initiate an investigation/complaint process if the package disappears during shipment. In these cases, unfortunately, we cannot issue a refund.

What does it cost to make a return?

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. Returns are free for Club Zizzi members.

Returns can be made by using the return label enclosed in your package. You can follow the instructions included in your package.

The shipping prices for returns are as follows if you use the enclosed return label:

PRICE MEMBERS
Return 8€ Free


Returns and complaints

If you have purchased an item on the webshop that despite our quality control still gives rise to a defect complaint, you will not bear the costs associated with the return. When returning a defective item, you must send it back to us using the return label that was included in the package as well as a completed return slip.

Where can I return my goods?

Returns can be made by using the return sticker "Return package", which is included in your package. You can follow the instructions included in your package.

If you send the package via a postbox or do not have a receipt, we cannot initiate an investigation/complaint process if the package is lost during shipment. In these cases, unfortunately, we cannot issue a refund.

I have lost my returns slip

If you have lost your returns slip and wish to return items you have purchased, contact Customer Services and they will send you a new one. 

Can I exchange an item?

Items purchased at the webshop at www.zizzifashion.com, can be exchanged by sending it back to Zizzi Denmark ApS, Kløvermarken 29, 7190 Billund, attn. Customer service. Enclosed in the package you will find a return label, which is prepaid. If you are a Club Zizzi member, returns are free. If you are not a member, we will deduct XX from the total amount that will be refunded to you for the returned items. It is not possible to make an exchange if you send the item back to our warehouse.

Upon receipt of the returned item at Zizzi Denmark ApS, the purchase price will be refunded to the account used to place the order. The payment will appear in your account within 2-30 days, depending on which card provider has been used.

In the case of a complaint, we always pay the return postage. It is important that you make it clear in the package that the item is being returned due to a complaint. The payment is credited to the account from which the order was placed.

You've sent me the wrong item(s). What should I do?

If we have sent you the wrong item, or you have not received an item listed on your invoice and/or the delivery slip, please contact Customer Services with your order number to hand.

We will look into your order and get back to you as quickly as possible.

If an item you have ordered is sold out, the item will be cancelled from your order. This is explained in the email we send you when we dispatch the rest of your order from our warehouse.

Why haven't you refunded the cost of delivery?

Delivery costs (of both the original delivery and return delivery) are only refunded in cases involving faults. If we have sent you the wrong item or a faulty item, please contact Customer Services on +45 89 88 96 79 or at help@zizzifashion.com with your order number. 

We will assist you in sending back the item(s) at no cost.

You've refunded me the wrong amount. What should I do?

 

If you believe you have been refunded an incorrect amount, please contact Customer Services on 00045 89 88 96 79 or help@zizzifashion.com with your order number and the correct refund amount.

Note: Delivery costs (of both the initial delivery and return delivery) are only refunded if there is a fault with the entire order. 

When will I receive a refund if I have regretted my purchase?

We must ensure that a refund is made without undue delay and no later than 14 days from the date on which we were notified by you that you wish to withdraw from your purchase.

We will carry out this refund using the same means of payment that you used for the original transaction. Depending on which payment card you have used, it typically takes between 2-30 days from the time we have transferred the payment until your card provider transfers the money to your account.

However, we may withhold a refund until we have received the item back from you, or until you have provided documentation of having returned the item - whichever happens sooner.

However, you are liable for any loss in value of the goods, just as you are liable if the goods are lost or damaged during transport.

Can I withdraw from my purchase?

As a consumer, you always have the right to withdraw from a purchase that you have made at a webshop.

If you have regretted your purchase, please notify us in a clear manner that you wish to exercise your right of withdrawal within 30 days of your receipt of the item. As a member of Club Zizzi, however, you have a 100-day right of return instead of 30 days.

This can be carried out, for example, by using the standard withdrawal form that you receive with your invoice before you receive your item.

Returns can be made by using the return label enclosed in your package. You can follow the instructions included in your package.

 

Can I cancel my order - or parts of it?

No, unfortunately you cannot. We process your order as soon as we receive it, so delivery can take place as soon as possible.

But you always have the opportunity to withdraw from your purchase.

Can I change my order?

Generally, no. 

Once you have received an email from us confirming that we have received your order, it is not usually possible to change it. This is because we forward your order to the warehouse straight away, so that we can deliver your items as quickly as possible. 

If you have just placed an order and wish to cancel it, you can try calling Customer Services, and we will see if we can 'catch' the order in time to change it.

Please note, though, that we cannot add items to an order.

What do I do if there is a defect in my item and I would like to submit a complaint?

If you have purchased an item at the webshop that, in spite of our quality control, still gives rise to a complaint, return the item with the help of the return label included in the package and a completed return slip to:

Zizzi Denmark ApS
Kløvermarken 29 
7190 Billund 
Attn.: Customer service 

We will then examine the item as soon as possible.

Remember to use the enclosed return label. You do not have to bear the costs associated with sending a defective item back to us.

Exchange service for Christmas gifts

Christmas lasts a long time… That’s why we have, of course, extended the right for gift exchanges! All gifts purchased between the 1st of November and the 24th of December can be exchanged until 23rd January 2023.

Gifts must be returned to our warehouse - the customer who made the order has received a return label along with the parcel. If the recipient no longer has the return label, you can contact customer service, who will provide you new one. The gift amount is refunded directly to the person who purchased the item; however, a return shipping cost of 8€ is deducted from the refund amount.

A longer free return policy for Club Zizzi members:

Are you lucky enough to have benefited from someone who is a Club Zizzi member? Then the 100-days free return policy also applies to the gift you have received.

Frequently asked questions

If you wish to withdraw from your purchase, you must return the item to us without undue delay and within 100 days from the date on which you informed us that you wish to exercise your right of withdrawal, providing you are a member of Club Zizzi. If you are not a member, the item must be returned within 30 days from this date. The right of return is valid for 100 days as a Club Zizzi member or 30 days for non-members, and the period is calculated from the date on which you received the item.

Returns can be made by using the return sticker "Return package", which is included in your package. You can follow the instructions included in your package.

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. See prices for returns. Returns are free for Club Zizzi members.

If the package you send to us contains items from multiple different orders, we ask you to inform us of this.

You cannot return goods by handing them in physically at Zizzi Denmark ApS in Billund.

Remember to follow the return instructions that come with your package - and make a note of the track & trace number on the return label that is included in the package.

Remember to ask for a receipt for the return shipping when you hand in your package. 
If you deliver the package via a postbox or do not have a receipt, we cannot initiate an investigation/complaint process if the package disappears during shipment. In these cases, unfortunately, we cannot issue a refund.

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. Returns are free for Club Zizzi members.
Returns can be made by using the return label enclosed in your package. You can follow the instructions included in your package.
Here you can, upon presentation of an invoice, exchange, make a complaint about or return items purchased at the webshop.

The shipping prices for returns are as follows if you use the enclosed return label:

  PRICE MEMBERS
Parcel Shop 8€ Free
Home delivery 8€ Free


Returns and complaints

If you have purchased an item on the webshop that despite our quality control still gives rise to a defect complaint, you will not bear the costs associated with the return. When returning a defective item, you must send it back to us using the return label that was included in the package as well as a completed return slip.

Customer Services
If you have questions about our products, the processing of your order or returning goods purchased in the webshop, you can always contact our online customer services.

Call Customer Services on phone: +45 89 88 96 79
Send an email to: help@zizzifashion.com
Remember to include the order number your query relates to.

Customer Services' opening hours are:
Monday-Friday 10:00-18:00
We will try to deal with your enquiry as quickly as possible.
NB: We are not available at weekends or on bank holidays.

We must ensure that a refund is made without undue delay and no later than 14 days from the date on which we were notified by you that you wish to withdraw from your purchase.
We will carry out this refund using the same means of payment that you used for the original transaction. Depending on which payment card you have used, it typically takes between 2-30 days from the time we have transferred the payment until your card provider transfers the money to your account.
However, we may withhold a refund until we have received the item back from you, or until you have provided documentation of having returned the item - whichever happens sooner.
However, you are liable for any loss in value of the goods, just as you are liable if the goods are lost or damaged during transport.

If you have lost your returns slip and wish to return items you have purchased, contact Customer Services and they will send you a new one. 

help@zizzifashion.com

Emails are answered on weekdays, as soon as possible within 24 hours

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Monday-Thursday. 09:00-21:00
Friday: 09:00-16:00

Open chat

 

Call 0045 89 88 96 79

Mon - Thue: kl. 09.00 - 17.00
Fri: kl. 09.00-16.00

NOTE. Only questions for online shop