1. How to Shop and Make a Purchase
No, you only need an email address. We recommend that you create an account before beginning to add items to your Wishlist, but you can also place and track orders as a guest and sign up at a time that is convenient for you.
Simply go to our Sign In page and click the ‘Forgot your password?’ link, then enter your email address. You will then receive an email with instructions on how to reset your password.
Enter your email address at the section INFO > Newsletter stay up to date on new arrivals, trends, and exclusive promotions. Then, under ‘Register / Log In’ you can manage your email preferences.
- It’s simple! Here’s how it works:
- To investigate a specific style or trend, select a category or designer from the top navigation menu or search.
- Choose your desired item and click ‘Add to bag.’ When you’ve finished adding all of your items, go to the Shopping Bag tab and check out. Sign in to your account or, if you haven’t already, proceed as a guest.
- To complete your order, enter your address, payment method, and delivery information. That’s all there is to it – we’ll confirm the order, and it will be carefully prepared and shipped to you, with updates along the way.
Sure! Our friendly Customer Service team is happy to assist you with this.
We provide fit information and model measurements for each fashion item next to the product images.
We are unable to add items to an existing order, but you may place a new order for any additional items. More information can be found in our Returns & Refunds Policy.
2. ZOCO LAB pricing & payment
This is determined by your shipping destination and will be displayed before you complete your purchase at checkout. If your preferred currency is not available, your order will be charged in EUROS for a competitive exchange rate.
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If your preferred currency is not available, your order will be charged in EUROS for a competitive exchange rate.
If you pay by debit card or cryptos, ZOCO LAB will collect payment when you place your order on our website. If you pay with a credit card, full payment is usually taken when your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account right away.
- American Express
- Bitcoins
- Cartes Bancaires
- China UnionPay (CUP)
- Discover & Diners
- Japan Credit Bureau (JCB)
- Mastercard
- Visa
- Interac
All payments made to us at the time of purchase are subject to security checks for your protection.
Absolutely. We keep your personal information private and confidential, only disclosing it with your permission or when required by law. Please see the ZOCO LAB Privacy Policy for more information.
3. Product availability & authenticity
You could be the first to find out! To be notified if a sold-out item becomes available again, go to the item’s page and click ‘Pre Order,’ then enter your email address.
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If your preferred currency is not available, your order will be charged in EUROS for a competitive exchange rate.
We strive to give everyone an equal opportunity to shop our most popular objects, and because items are frequently limited, we do not accept reservations.
Completely. Our offering is expertly curated, and all items are guaranteed to be authentic.
If provided by the designer, your order will be carefully packaged in a protective box to ensure its safe arrival.
4. Shipping, taxes & duties
This varies according to the size, weight, and destination of your selected items, and the cost will be displayed at the checkout.
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If your preferred currency is not available, your order will be charged in EUROS for a competitive exchange rate.
We’re developing a more environmentally friendly shopping experience. They are removed from ZOCO LAB orders to reduce waste. Sign in to your ZOCO LAB account on the website to download your digital invoice. If you ordered as a guest, please click here.
For the time being, you can only get it if you shop at a ZOCO LAB partner in Madrid. Simply place your order before 11 a.m. for same-day delivery, and after 11 a.m. for delivery the next business day.
If available, we’ll notify you when your package has been sent and is ready for pickup.
We will ship your order within 2 business days after it has been confirmed. Delivery time ranges from 2 to 7 business days, depending on your location and shipping method. Your items will arrive separately if you ordered from multiple ZOCO LAB partners, and you will receive separate delivery notifications.
Here you can check the status of your ZOCO LAB order.
When you place your order, all applicable taxes and duties are included in the final purchase price, and there are no additional costs due upon delivery.
If you choose a DAP (Delivery At Place) destination, the price you pay to ZOCO LAB will include all applicable import duties and sales taxes. As the recipient, you must instead pay these directly to our carrier in order for your order to be released from customs upon arrival.
Your purchases in the United States may be subject to sales or use tax, unless your state does not levy the tax or your purchase is exempt from the tax. ZOCO LAB reserves the right to charge and collect sales tax on these purchases. If sales tax is not collected, states may require customers to report and pay use tax on taxable purchases (including internet purchases) where sales tax was not paid. Any taxes and duties paid in the original purchase price will be refunded to you.
While ZOCO LAB ships internationally, the brands on our site have control over where their products are distributed, so some items may not be available in all regions. ‘Exotic’ items may also be restricted by local customs in the country to which you are shipping.
5. Returns & refunds
We provide a full refund (excluding shipping costs) for items returned to us within 14 days of the delivery date. To make a return, go to your account, or click here if you checked out as a guest.
We do not accept exchanges, and all returned items must be unworn, undamaged, and unused, with all tags still attached and in their original packaging.
Yes – invoices for customs clearance will still be included in your ZOCO LAB order. When you’re preparing your return, you’ll need to include the Return Note outside the ZOCO LAB package.
Here’s what you need to do:
- If you have an account, go to Orders & Returns.
- Locate the order you want to return and click the return item button (s).
- Choose each item and explain why you’re returning it.
- Inside the packaging, place each item you’re returning, along with any designer boxes or cases that came with your order.
- Prepare your package by affixing your Return Label and Return Note to the outside of the box. Make sure the Return Label is visible because the courier will need to scan it.
We recommend that you request that the courier scan your package when they pick up your return. This ensures that your return is tracked.
Make sure returns from different partner boutiques are packaged separately and that the correct Return Label is attached to the outside of each package.
Simply follow these steps to prepare your item:
- Place any unwanted items inside the protective packaging, along with any designer boxes or cases that came with your order.
- Attach a signed copy of the Return Note and the Return Label to the outside of the packaging. Please do not apply any labels to the designer box or cases that were included with your order.
If you are returning items to multiple locations, please pack them separately for each of our partners, with a Return Label attached to the outside of each package.
We recommend that you return your item in the package provided, but if you are unable to do so, please find a suitable box to ensure that your items are returned in perfect condition. Items must be returned in their original, undamaged condition, with all tags attached, including original packaging and designer boxes.
Yes, your courier might be able to pick up multiple packages. If you’re returning items to multiple ZOCO LAB partners, you must still request a Return Note for each package in your account. If you ordered as a guest, please click here.
Refunds are processed through the original payment method and are usually available within 30 business days, depending on your payment provider.
Using the tracking number assigned to your Returns Label, you can track the progress of your package with our courier. As soon as our partner accepts it, we will send you an email to confirm your refund.
Your refund will not include the original delivery cost. Taxes and duties are non-refundable through ZOCO LAB if you ship an order to a DAP (Delivery At Place) destination. You might be able to get these back by contacting your local customs office. Taxes and duties are refundable through ZOCO LAB if you ship an order to a DDP (Delivery Duty Paid) destination.
We are unable to accept returns because customised items are made to your exact specifications and tastes.
6. Pre-order
You can get first dibs on next season’s hottest items before they’re released.
We do not accept exchanges, and all returned items must be unworn, undamaged, and unused, with all tags still attached and in their original packaging.
You will receive an email with an estimated delivery date once your item has been released and is ready to ship.
Pre-order items require full payment at the time of purchase.
Some of our partners give you the option to cancel an item before we prepare your order.
To cancel your order:
- Go to Orders & Returns if you have an account, or click here if you ordered as a guest – you’ll need to enter your order reference and email address.
- Select the items to be canceled as well as the reason for cancellation.
- We will send you an email confirming the cancellation of your order.
We cannot cancel your order if it has already been prepared.
Simply go to your ZOCO LAB account’s Order Details to see if you can change your address. If your item has already been shipped, you may not be able to return it.
Yes, as long as the items meet the requirements of our Returns Policy.
No, they will be delivered separately based on the anticipated release date.
Some pre-order items may have order limits. This is so everyone has a chance to get the pieces they love.