RETURNS & COMPLAINTS
How can I return my products?
If you're not completely happy with your order, we'll gladly accept your return within 28 days of delivery.
Which products are not eligible for return?
Tested, used, damaged, opened or incomplete products and items not bought through our official websites are not eligible for return. Brush sets and cosmetics are sealed goods and cannot be returned once opened.
Do I have to pay the return shipping charges?
Return shipping costs are the customer's responsibility. We recommend using a tracked service.
What can I do if my parcel arrived damaged or items are missing?
Please inspect the packaging before accepting a delivery and decline it if the parcel appears damaged or items are missing. Then contact our Customer Care Team immediately with photos of the package and its contents.
What can I do if my product arrived broken, defective or not up to the expected quality?
After receipt of your parcel, please make sure that all goods have been delivered in full and in impeccable condition. In case you note any kind of damage or defect, please contact our Customer Care Team to file a claim.
How can I file a product complaint?
If you are not 100 % satisfied with the quality of a ZOEVA product, please contact our Customer Care Team attaching photos, highlighting any concerns.
Can I file a claim for items that have been purchased from a retailer?
We only accept returns and complaints for goods that have been purchased through our official website www.zoevacosmetics.co.uk. If your products were purchased through a retailer, we kindly ask you to get in touch with the reseller directly.
When will I receive my refund?
Refunds are always issued to your original payment method – immediately after a cancellation and within 14 working days after a return.