Question 1

Return conditions

Accepted Answer

Your item must be returned to us in perfect condition, in its original packaging, not worn, not washed and with its label attached for us to accept its return and process your refund. Bags and leather goods must be returned with their fabric bag. Perfumes must remain sealed in their box under the plastic blister.

Web returns must be made from the country or territory where the order was delivered.

Important: certain items are excluded from the right of withdrawal for health and hygiene reasons. These include tights and fabric face coverings.

Return period

You have 15 days from the date of receipt of your order to return your item(s).

Question 2

Return period

Accepted Answer

You have 15 days from the date of receipt of your order to return your item(s).

Question 3

Are there any return costs?

Accepted Answer

Returns are free of charge from certain countries and territories, for up to one return per order; shipping costs for additional items are at your expense.

If your order was delivered to one of the countries listed below, you are eligible to obtain a prepaid shipping label that will allow you to deposit the product(s) you wish to return to us at a pick-up point:
Belgium / Germany / France / Denmark / Spain / Estonia / Finland / Latvia / Lithuania / Luxembourg / Netherlands / Portugal / Poland / Slovenia.

For Ireland and Italy, please contact the Zadig&Voltaire Customer Service department so that your return can be collected from your home by our carrier.
If you make a second return on the same order or return the item(s) yourself, the shipping costs will be borne by you. In this case, we recommend that you track the item(s) concerned, since you are responsible for providing proof of return and the associated shipping risks.

Question 4

How do I return my item?

Accepted Answer

Return conditions

Your item must be returned to us in perfect condition, in its original packaging, not worn, not washed and with its label attached for us to accept its return and process your refund. Bags and leather goods must be returned with their fabric bag. Perfumes must remain sealed in their box under the plastic blister.
Web returns must be made from the country or territory where the order was delivered.
Important: certain items are excluded from the right of withdrawal for health and hygiene reasons. These include tights and fabric face coverings.

Return period

You have 15 days from the date of receipt of your order to return your item(s).

Return procedure

The returns procedure described in this section covers the countries territories eligible for the prepaid shipping label, as listed below:
Belgium / France / Denmark / Spain / Estonia / Finland / Latvia / Lithuania / Luxembourg / Netherlands / Portugal / Poland
/ Slovenia.

To return your item(s), please follow the procedure below:

1. Log in to your customer account. Access your order and click on [Return item]. Select the item(s) you want to return and indicate the reason for the return. If you do not have a customer account and have placed your order as a guest click on [Return] in the footer of our site or directly on our returns portal.

2. Print your return slip to include inside your return package and your prepaid Chronopost label to be affixed to the outside of the package.

3. Deposit your package in the Chronopost pick-up point of your choice. Find the list of pick-up points here.*

*For Ireland, Italy, Monaco, Greece, Cyprus, Sweden, Croatia, Austria, Romania, Bulgaria, Latvia, and Hungary, we invite you to contact Zadig & Voltaire Customer Service so that the collection of your return can be arranged at your home by our carrier.

4. Your return will be processed within 14 days from its date of receipt at our warehouse.

5. After checking that the returned product meets our criteria for returns (new product, not worn, in its original packaging and with the labels attached) we will refund you using the same payment method initially used to place the order. You will receive your refund confirmation by email.

DHL handles returns for countries outside the eurozone, including Switzerland and the United Kingdom.
If you are returning an item from a territory that is not part of the list of countries and territories eligible for the prepaid transport label, please contact our Customer Service department via this form, so that one of our advisers can schedule a collection of your parcel.

How do I check that my return has arrived?

You can track the delivery of your return parcel using the tracking number on your prepaid Chronopost label, which starts with X, and can be found below the first barcode. You will find your prepaid label in the email sent to you when confirming your return request. Please note that your return will be processed within 14 days of its date of receipt at our warehouse.

Question 5

How do I return my parcel from my mailbox?

Accepted Answer

It is not possible to return your parcel from your mailbox. You can deposit your parcel at the Chronopost pick-up point of your choice. Find the list of pick-up points here.

Question 6

How do I check that my return has arrived?

Accepted Answer

You can track the delivery of your return parcel using the tracking number on your prepaid Chronopost label, which starts with X, and can be found below the first barcode. You will find your prepaid label in the email sent to you when confirming your return request. Please note that your return will be processed within 14 days of its date of receipt at our warehouse.

Question 7

I did not receive my refund, what should I do?

Accepted Answer

We process your return within 14 days of receipt of the item at our warehouse. After we have checked that the returned product meets our criteria for returns, you will receive an email confirming your refund.
If, however, you do not receive your refund after this period, please contact our Customer Service department via our contact form.

Question 8

Can I exchange an item purchased on the website?

Accepted Answer

We do not offer exchanges via our online store.
You can, however, exchange your item at one of our Zadig&Voltaire stores (excluding department store franchises and outlets) for an item of identical or higher value, subject to payment of the price difference, if any.

You have 15 days from the date of receipt of your order to exchange your item(s). If you exchange an item in a Zadig&Voltaire store, the store’s General Terms and Conditions of Sale apply. As a result, you will no longer be entitled to exercise the right of withdrawal applicable to the website.

We recommend that you contact the Zadig&Voltaire store where you wish to exchange your item to check the availability of the product(s) you wish to purchase. You can find contact details for our stores here.
You also have the option of returning your item for a refund and placing a new order online.

Question 9

How do I return an item in store?

Accepted Answer

You cannot return an item in store for a refund. You can find our online returns procedure here.

Despite the utmost care we take in preparing your order, you may, under exceptional circumstances, find that your item has a quality fault. In this case, you have 15 days from the date of receipt of your order to return it free of charge; please make sure you indicate the reason for the return.

If you notice a quality fault with your item after this period, please contact our Customer Service department via our form, specifying your order number, the reference of the item in question and a description of the problem encountered. Our advisers will come back to you as soon as possible to assist you.

FAQ

Returns & exchanges

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