Refund policy
Returns and Exchanges
We hope you love your purchase! If you are not completely satisfied, you may request a return within 14 days of receiving your order, subject to the conditions set out below.
To start a return, please submit a return request through your customer account before sending any items back to us. This allows us to provide the correct return instructions, return label and, where required, customs documentation.
Please note that submitting a return request through your customer account is our preferred return process. This does not limit any statutory right of withdrawal or other mandatory consumer rights.
Return Conditions:
Items must be unused, unworn, unwashed and returned in their original condition, with all tags attached and, where reasonably possible, in their original packaging.
All garments must be tried on over underwear.
Underwear Bottoms and Sealed Items:
For hygiene reasons, certain underwear bottoms may be shipped in sealed packaging. Where a hygiene seal or sealed bag is provided, the item can only be returned if the seal remains intact and the packaging is unopened and undamaged.
Underwear bottoms that are not shipped with a hygiene seal may be returned provided they have only been tried on over underwear and otherwise meet the return conditions above.
Tops, bras and swim tops may be opened and returned, provided they are unworn, unwashed and in their original condition.
Non-Compliant Returns:
We reserve the right to refuse voluntary returns or make a reasonable deduction from the refund where an item shows signs of wear, use, washing, damage or handling beyond what is necessary to inspect it.
This does not affect your rights in relation to faulty, damaged or incorrectly supplied goods.
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1. Returns within the EU
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Return Window: You may request a return within 14 days of receiving your order for a refund or exchange.
Once you have notified us of your return, the goods must be sent back without undue delay and no later than 14 days from the date on which you submitted your return request or otherwise informed us of your decision to withdraw.
The deadline is met if the parcel is shipped before the 14-day period has expired. Please retain your proof of postage and tracking information until your return has been fully processed.
Conditions: Items must be unused, unworn, unwashed and returned in their original condition, with all tags attached and, where reasonably possible, in their original packaging.
Underwear Bottoms and Sealed Items: For hygiene reasons, certain underwear bottoms may be shipped in sealed packaging. Where a hygiene seal or sealed bag is provided, returns can only be accepted if the seal remains intact and the packaging is unopened and undamaged.
Once the hygiene seal has been broken, the item may no longer be eligible for return, except where the item is faulty, damaged or incorrectly supplied.
Underwear bottoms that are not shipped with a hygiene seal may be returned provided they have only been tried on over underwear and otherwise meet the return conditions above.
Tops, bras and swim tops may be opened and returned or exchanged, provided they are unworn, unwashed and in their original condition.
Return Shipping Costs: Customers are responsible for the direct cost of return shipping unless the item is faulty, damaged or incorrectly supplied.
We recommend using the return label provided through your customer account or another tracked shipping service. We cannot be held responsible for return parcels that are lost or not delivered to us.
Right of Withdrawal: To exercise your statutory right of withdrawal, you must notify us within 14 days of receiving your order.
After notifying us, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw. The deadline is met if you send the goods before the 14-day period has expired.
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2. Sale Items
Sale items may be returned within the applicable return period under the same conditions as full-price items, unless the item is expressly excluded from return under applicable law, for example where a hygiene seal has been removed.
Items purchased during an in-store archive sale or other physical sales event may be subject to separate voluntary return conditions displayed at the point of sale.
A reduction in price does not affect your statutory rights if an item is faulty, damaged or incorrectly supplied.
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3. Returns Outside the EU
Return requests for orders shipped outside the European Union must be submitted through your customer account within 14 days of receiving the order, unless a longer period or additional right is required under applicable local consumer law.
Once the return request has been approved, the parcel must be shipped without undue delay and no later than 14 days after approval. Please retain your proof of postage and tracking information until your refund has been completed.
We are currently unable to offer direct exchanges for orders shipped outside the EU. If you would like a different item or size, please return the original item for a refund and place a new order.
Before returning an international order, please wait until you have received our return instructions. We will provide a return label and, where required, the relevant customs documentation.
International returns must be clearly declared as returned goods and not as a new commercial sale. Please follow the customs instructions supplied with your approved return.
Incorrectly declared or unauthorised parcels may result in additional duties, taxes, delays or handling charges. Any costs caused by incorrect customs declarations or failure to follow the return instructions may be deducted from the refund where legally permitted.
Customers are responsible for the cost of voluntary international returns. Where we provide a prepaid UPS return label, the cost of the return shipment may be deducted from the refund. Return shipping costs will not be deducted where an item is faulty, damaged or incorrectly supplied.
Any mandatory consumer rights applicable in the customer’s country remain unaffected.
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4. Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, or incorrect, contact us immediately at info@zodiaquestudios.com, and we’ll resolve the issue as quickly as possible.
Please do not return a damaged, faulty or incorrect item before receiving our instructions. We will arrange an appropriate solution in accordance with your statutory rights.
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5. How to Start a Return
1. Log in to your account or create a new one here.
2. Enter the email address that you used to make your order and click Continue.
3. Check your email inbox for a six-digit verification code and enter it in the online store.
4. Select the order you wish to return.
5. Choose the item(s) you want to return and provide a reason for the return. You may also leave an optional note. We apprechiate your feedback!
6. Click Request Return.
Important:
Once your return request has been reviewed, we will send you the return instructions and, where applicable, a return shipping label and customs documentation.
You may also return approved EU orders to our Berlin store during opening hours.
Please do not send items back before receiving the relevant return instructions. Unregistered parcels may experience delays and may be returned to the sender where we are unable to identify the order or customer.
Submitting a return through the customer account is our preferred return method and helps us process the return efficiently. It does not exclude a valid statutory withdrawal communicated to us by another legally permitted method.
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6. Refunds
- Refunds:
- Refunds will be issued to your original payment method after we’ve inspected the returned item(s).
- Please allow some time for your bank or credit card company to process and post the refund to your account.
We aim to inspect and process returns within 1–3 business days after receipt. Please allow additional time for your bank or payment provider to process and display the refund.
For a complete statutory withdrawal, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option, where required by applicable law.
Additional delivery costs resulting from your choice of express delivery or another delivery method that was more expensive than our standard delivery option are non-refundable.
For partial returns and voluntary returns outside a statutory withdrawal right, original shipping charges are generally non-refundable, except where required by law.
We may withhold the refund until we have received the returned goods or until you have supplied evidence that the goods have been sent back, whichever occurs first.
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7. Special Rules for Hygiene Items (e.g., Underwear)
To ensure the health and safety of our customers, certain items are shipped in sealed bags for hygiene reasons. In compliance with EU consumer protection laws (Directive 2011/83/EU, Article 16(e)), returns and exchanges for these items are subject to the following conditions:
- The sealed packaging must remain intact and unopened.
- Items must be unused, unworn, and in their original condition.
This policy is necessary to safeguard hygiene and public health, as mandated by EU regulations, which allow businesses to restrict the return of goods that are unsuitable for resale once opened.
The statutory right of withdrawal may be excluded for sealed goods that are unsuitable for return for reasons of health protection or hygiene once the seal has been removed after delivery.
Items that are not supplied with a hygiene seal remain subject to the general return conditions and must only be tried on over underwear.
These restrictions do not affect your rights if an item is faulty, damaged or incorrectly supplied.
Why is this important?
Hygiene and health regulations prevent us from reselling these items once the seal is broken, as we cannot guarantee they haven’t been used. This policy ensures that all customers receive new, unused products in perfect condition.
Please Note: If the sealed bag is opened or damaged, the item cannot be returned or exchanged.
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8. Additional Information
- Processing Time: We aim to process returns within 1–3 business days after receiving them.
- Shipping Costs: Customers are responsible for voluntary return shipping costs unless otherwise stated or required by applicable law.
- International Duties and Taxes: For international returns, please follow the customs instructions provided by us. The parcel must be declared as returned merchandise.
Original import duties, taxes and customs charges may not be refundable by ZODIAQUE GmbH where they were collected by a government authority or third party. Customers may need to apply directly to the relevant authority for reimbursement.
Where an order was shipped DDP and duties or taxes were collected and remitted by us, any refund will be handled in accordance with applicable tax and customs rules.
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Contact Us
If you have any questions or concerns about your return, don’t hesitate to reach out to us at info@zodiaquestudios.com. We’re here to help!
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Legal Notice
By initiating a return, you agree to the terms outlined in this policy. Items that do not meet our return requirements will not be accepted. ZODIAQUE GmbH is not responsible for lost or undelivered returns or items that are returned in a condition that does not comply with this policy.
Nothing in this Returns Policy excludes, restricts or limits any statutory consumer right or remedy that cannot legally be excluded.
The return conditions above apply to voluntary and statutory returns only to the extent permitted by applicable law.
Widerrufsbelehrung
Widerrufsrecht für Verbraucher
Verbraucher ist jede natürliche Person, die ein Rechtsgeschäft zu Zwecken abschließt, die überwiegend weder ihrer gewerblichen noch ihrer selbständigen beruflichen Tätigkeit zugerechnet werden können.
Sie haben das Recht, binnen 14 Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Die Widerrufsfrist beträgt 14 Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die letzte Ware in Besitz genommen haben bzw. hat.
Um Ihr Widerrufsrecht auszuüben, müssen Sie uns (ZODIAQUE GmbH, ZODIAQUE STUDIOS; ZODIAQUE, Sredzkistr. 63, 10405 Berlin, E-Mail: info@zodiaquestudios.com) mittels einer eindeutigen Erklärung (z. B. ein mit der Post versandter Brief oder eine E-Mail) über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Sie können dafür das beigefügte Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist.
Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts vor Ablauf der Widerrufsfrist absenden.
Folgen des Widerrufs
Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben, einschließlich der Lieferkosten (mit Ausnahme der zusätzlichen Kosten, die sich daraus ergeben, dass Sie eine andere Art der Lieferung als die von uns angebotene, günstigste Standardlieferung gewählt haben), unverzüglich und spätestens binnen vierzehn Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über Ihren Widerruf dieses Vertrags bei uns eingegangen ist. Für diese Rückzahlung verwenden wir dasselbe Zahlungsmittel, das Sie bei der ursprünglichen Transaktion eingesetzt haben, es sei denn, mit Ihnen wurde ausdrücklich etwas anderes vereinbart; in keinem Fall werden Ihnen wegen dieser Rückzahlung Entgelte berechnet. Wir können die Rückzahlung verweigern, bis wir die Waren wieder zurückerhalten haben oder bis Sie den Nachweis erbracht haben, dass Sie die Waren zurückgesandt haben, je nachdem, welches der frühere Zeitpunkt ist.
Sie haben die Waren unverzüglich und in jedem Fall spätestens binnen vierzehn Tagen ab dem Tag, an dem Sie uns über den Widerruf dieses Vertrags unterrichten, an uns zurückzusenden oder zu übergeben. Die Frist ist gewahrt, wenn Sie die Waren vor Ablauf der Frist von vierzehn Tagen absenden. Sie tragen die unmittelbaren Kosten der Rücksendung der Waren. Sie müssen für einen etwaigen Wertverlust der Waren nur aufkommen, wenn dieser Wertverlust auf einen zur Prüfung der Beschaffenheit, Eigenschaften und Funktionsweise der Waren nicht notwendigen Umgang mit ihnen zurückzuführen ist.
Ausschluss des Widerrufsrechts
Das Widerrufsrecht besteht nicht bei Verträgen:
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zur Lieferung versiegelter Waren, die aus Gründen des Gesundheitsschutzes oder der Hygiene nicht zur Rückgabe geeignet sind, wenn ihre Versiegelung nach der Lieferung entfernt wurde.
Vorzeitiges Erlöschen des Widerrufsrechts
Das Widerrufsrecht erlischt vorzeitig bei Verträgen:
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zur Lieferung von Waren, die nicht vorgefertigt sind und für deren Herstellung eine individuelle Auswahl oder Bestimmung durch den Verbraucher maßgeblich ist oder die eindeutig auf die persönlichen Bedürfnisse des Verbrauchers zugeschnitten sind.
Muster-Widerrufsformular
Wenn Sie den Vertrag widerrufen wollen, dann füllen Sie bitte dieses Formular aus und senden Sie es zurück.
An
ZODIAQUE GmbH
ZODIAQUE STUDIOS; ZODIAQUE
Sredzkistr. 63
10405 Berlin
E-Mail: info@zodiaquestudios.com
Hiermit widerrufe(n) ich/wir den von mir/uns abgeschlossenen Vertrag über den Kauf der folgenden Waren (Bezeichnung, ggf. Bestellnummer und Preis):
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Bestellt am (Datum):
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Erhalten am (Datum):
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Name und Anschrift des Verbrauchers:
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Datum:
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Unterschrift Kunde (nur bei schriftlichem Widerruf):
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