Product returns and replacements
Not happy with a product? No problem. Simply exchange or return it online, free of charge, in just a few moments.
If the item is damaged, please use the complaint form.
We’ll guide you through returns and exchanges in four easy steps.
- RETURN: Proceed to Step 2.
EXCHANGE: Not sure about the size? Send us a photo by email first and give us a call – we’ll help you choose the right size or an alternative product. - Log in to your account OR enter your email address and order number to load your order.
- Select the items you wish to return or exchange. The web application will guide you through the entire process.
- Review everything, add any notes, and provide your bank account details for a refund if there is an overpayment. If you prefer a store credit instead of a refund, please mention this in the notes.
- Send us your package – you can use our shipping method or any other preferred delivery service.
Frequently Asked Questions
What is the Zásilkovna return ID?
The return ID is 98802594. Simply provide this code to the staff at any Zásilkovna branch. They will generate and print the return shipping label for your parcel addressed to us. There is no payment required at the drop-off point. The return shipping fee will be added to your final settlement afterward.
Please note that this return ID cannot be used for shipments sent via a Z-Box.
Difference Between a Return, an Exchange, and a Complaint
Return = A return represents a withdrawal from the purchase contract in accordance with our Terms and Conditions.
Exchange = An exchange refers to replacing one purchased item with another.
Complaint = A complaint applies to the return or exchange of a defective or damaged item and is handled in accordance with our Complaints Policy.
How and Where Can I Return My Order?
You can return unused items to us within 14 days. Returning items is easy - simply fill out our online return form. Once completed, you will receive all the necessary information for sending your items back. You can choose to return your order via Zásilkovna or use your preferred shipping method. Please ensure that returned items are unused, clean, and ideally in their original packaging. In case of soiled items, a refurbishment fee may apply. Thank you for your cooperation.
Can I Exchange Returned Items for Another Product from the Online Store?
Yes, exchanging items is possible. Please use our online return and exchange form and follow the instructions provided in the form. If an additional payment is required, do not pay it in advance - always wait until you receive the invoice. If there is an overpayment, the form will prompt you to provide your bank account details so we can refund the amount. Please ensure that returned items are unused, clean, and ideally in their original packaging. A refurbishment fee may apply for soiled items. Thank you for your understanding.
How Long Will It Take to Receive a Refund?
Once we receive your returned items, we will inspect them and contact you with any questions within 3 business days. Refunds will be issued to the bank account you provided within 14 days from the day your return reaches us, in accordance with the law. In practice refunds are usually processed within 3–7 days after the return has been approved. A confirmation email will be sent to you.
Where Can I Find My Order Number??
You can find your order number in the order confirmation email. If you don’t see it in your inbox, please check your spam folder.
What If I Want to Return Items from Multiple Orders?
If you are a registered customer, please log in to your account. In the My Account → Returns section, the system will allow you to select the items you wish to return directly from each specific order.
If you are not a registered customer, you must complete a separate return form for each order. It is not possible to submit a single return for multiple orders.
What If I Made a Purchase In-Store?
Please contact us by email, and our team will assist you with the exchange.
