Spain: 2-3 business days
Europe: 4-7 business day
Right to cancel the purchase
The Customer has the right to withdraw from the purchase and return the purchased product(s) (except for the products described in the following clause), without the need for justification, within a period of 30 calendar days from the date of receipt. . In the event that the products that make up your confirmed order are delivered separately, on different dates, the date of receipt of the last product will apply for return purposes.
In the event that the customer returns all the products of his order within the first thirty (30) calendar days from the receipt of the last product, all payments received after the purchase will be refunded, including shipping costs (with the exception of the additional costs resulting from the choice by the customer of a shipping method other than the least expensive method of ordinary delivery offered). The return procedure will be as indicated in the following section.
If the customer decides to keep any product and, consequently, partially cancel his order, he will be reimbursed only the price paid for the products and the shipping costs will not be refunded. To exercise the right of withdrawal, the client must notify us by sending us an email at email@example.com
Conditions for changing products and/or sizes and returns
Carmen Says cannot accept changes or returns of used or damaged garments (as long as it is not a tare and/or a quality or manufacturing defect). For hygiene reasons, sealed products, such as underwear, masks and bathroom items that do not retain the label or the protection device, cannot be returned. Personalized clothing and accessories cannot be exchanged or returned.
The exchange of a model for a different one will not be accepted, so only the size can be changed. To exchange a product for a different one, the customer must return it and make a new purchase.
Any return or exchange of purchased products must be carefully packaged and include the delivery note or the duly completed return or exchange form. If you do not have these documents at the time of making the exchange or return, you can send us an email at firstname.lastname@example.org and we will inform you of the next steps.
Once the products have been received, we will verify their good condition and, if a change has been requested, will proceed to send the required size or, if a return has been requested, will proceed to refund the amount in the same payment method. used in the purchase. Once the status of the returned products has been verified, the customer will be informed via email. The refund will be made within a period of fourteen (14) calendar days from when ZOCO LAB has received proof of the decision to withdraw. However, Carmen Says may withhold the refund until the goods have been received or until the customer has presented proof of their return, depending on which condition is met first.
The reimbursement of shipping costs will be made after the products. To make the payment of orders paid by bank transfer, the customer must indicate an IBAN code to ZOCO LAB so that the corresponding amount can be paid. The IBAN code must belong to a bank in the country to which the order is sent.
Return of erroneous or defective products
In the event that you have mistakenly been sent a product that is different from the one requested, that the quality of the product sent is not adequate or that the product does not conform to what is stipulated in the contract, ZOCO LAB, once the error or the defect, will fully reimburse the amount of the returned product and the shipping costs incurred, provided that the return is made within one (1) month from delivery. The return of these products will be organized by Carmen Says through their free collection at the customer’s home. If you would like to return a product that was purchased from a country in which Carmen Says does not distribute, because it is wrong or defective, please contact us at email@example.com
ZOCO LAB nor Carmen Says will not incur any liability to the customer when the product contained in the package returned by the customer is wrong. Notwithstanding the foregoing, in the event that the customer had mistakenly sent a different product to that of the order and it was possible to manage the collection of the same, the customer must process said return assuming the costs corresponding to said collection.