Refund and Return Policy
At ZEITLOS, we value lasting quality and customer satisfaction. If you are not completely satisfied with your purchase, we make the return process as elegant and straightforward as our timeless garments and ensure full compliance with the European Union Consumer Rights Directive.
1. Right of Withdrawal (30 Days)
We extend the statutory EU right of withdrawal to give you sufficient time to decide.
Withdrawal period: You have 30 calendar days from the day on which you or a third party designated by you (other than the carrier) received the last item in your order to inform us of your decision to return it.
No reason required: You may return the goods without giving a reason.
Condition of goods: Items must be returned in their original, unworn, and unused condition with all original tags attached. A deduction from the refund may be made if the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics, and functioning (that is, handling the goods as you would in a retail store).
2. Starting a Return
To ensure a smooth process, please follow these steps:
Notification: Inform us of your withdrawal within the 30-day period using one of the following methods:
Recommended: Use our online returns portal (found in the Customer Service section).
Alternatively: Send our customer service a clear written statement (by email or post) expressly declaring your withdrawal.
Return shipment: After your notification, you have a further 14 calendar days to send the items back to our return address.
3. Refund Details and Timeframes
We guarantee a prompt and full refund in accordance with EU law.
Refund amount: We will refund the full purchase price of the returned items.
Original shipping costs: We will also refund the cost of the least expensive standard shipping method. If you chose a more expensive option (such as express shipping), we will refund only the cost of our standard shipping method.
Method: The refund will be issued using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.
Timeframe: The refund will be issued without delay and no later than 14 calendar days after receipt of the returned goods or after proof of return shipment is provided, whichever date is earlier.
4. Return Shipping Costs
Who bears the direct cost of returning the goods, unless the item is defective or not as described (see Section 5).
Recommendation: We strongly recommend using an insured shipping service with tracking, as responsibility for the goods remains with you until they are physically received by ZEITLOS.
5. Defective or Non-Conforming Goods (Statutory Guarantee)
Your statutory rights under the EU statutory guarantee remain unaffected by our return policy.
Two-year guarantee: All ZEITLOS products are covered by a two-year statutory guarantee against non-conformity and hidden defects from the delivery date.
Remedies: If an item is delivered defective, damaged, or non-conforming, you have the right to request the following free of charge:
Repair or replacement (at your choice, unless either option is impossible or disproportionately expensive).
A price reduction or termination of the contract/full refund (if repair or replacement is not possible or is unsuccessful).
Return shipping costs for defective goods: If the item is confirmed to be defective, ZEITLOS will cover the return shipping costs. Please contact us first to receive a prepaid return label.
6. Exceptions to the Right of Withdrawal
The right of withdrawal generally does not apply to:
Goods sealed for hygiene reasons: Items sealed for hygiene reasons (such as certain underwear or piercing jewelry) whose seal has been removed after delivery.
Perishable goods: Items that can deteriorate or expire quickly.
Personalized/custom-made goods: Goods made to the customer's specifications or clearly personalized.