Return & Refund Policy

Can I return my order?

Yes, you can.

If you’re not satisfied with your purchase, you may return it within 30 days of receiving the order.

To be eligible for a return, the following conditions must be met:

The order must include all relevant parts and components, and the packaging must be in its original condition.
The item must have been handled normally—damage from improper use is excluded.
Items where hygiene is a concern must be thoroughly cleaned before return.
Any defects must be reported immediately upon receipt.
We reserve the right to charge shipping fees to the customer.
Returns are processed within 7 business days and officially approved if all conditions are met.

We reserve the right to decline returns if we suspect the item has been used or damaged by the customer without fault on our part.

How do I return my order?

If your order meets the above criteria, please follow these steps to start the return process:

• Send an email to: hello@zoeandclo.com

• Make sure your email includes:

Order number
Reason for return
Photo of the item (in case of damage)
Full name
Shipping address

We will then contact you with the correct return address.

Please do not return your order to the sender’s address. The return shipping costs are the responsibility of the customer.

Please note: Customers are responsible for clearing the return shipment through customs. Unpaid duties or taxes may result in refusal of the return by our warehouse.

Right of Withdrawal and Return Policy

Customers have the right to withdraw from the contract under the following conditions, provided they are private individuals not acting in a commercial or professional capacity:

A. Withdrawal Terms

Right of Withdrawal

You have the right to withdraw from this contract within 14 days of receiving the final item in your order.

Because our system is fully automated, orders are processed immediately. As such, we are unable to interrupt the shipping process, and refunds can only be issued after we have received the returned item.

To exercise your right of withdrawal, you must notify us (Zoë and Clo) of your decision via a clear statement (e.g., by email). The withdrawal is finalized once the goods have been returned and received by us. The cost of returning the goods is borne by the customer.

Shipments in Transit

Since our items are shipped from Asia, longer transit times may occur, which are beyond our control. If your order is already in transit, cancellation is not possible. Please wait until the goods arrive and then return them to us.

You’re welcome to notify us in advance of your cancellation.

To ensure the quickest processing, please send us your shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments received from you (excluding delivery costs, unless otherwise agreed, or unless you chose a shipping method more expensive than our standard shipping option). The refund will be issued within 14 days of receiving both your withdrawal request and the returned item.

We will use the same payment method that you used for the original transaction unless we’ve explicitly agreed otherwise. You will not be charged any fees for the refund.

The customer is also responsible for any applicable customs clearance and associated fees when returning the item.

All returns must be sent at your own expense to one of our central warehouses in Asia.

Please ensure items are securely packaged and include a tracking number to guarantee safe delivery. Returns sent without prior notice or proper labeling may not be processed.