Refund policy

How long do I have to make an exchange or return in the online shop?

Zouri accepts exchanges and returns. Exchanges or returns must be made within 14 days from the date the order was confirmed as received.

Over the Christmas period, for purchases made between 15 November and 24 December, the deadline for requesting an exchange is extended to 31 January.

What are the conditions for returning an item?

Zouri reserves the right to refuse returns notified or sent outside the stated deadline, or products that are not in the same condition in which they were dispatched.

All items for exchange or return must be sent in their original packaging, in the same condition in which they were received, together with a copy of the invoice.

Requirements for an exchange or return:

• Products must not have been washed or worn.
• Products must be complete (the full pair returned, together with any accessories where applicable).

Items bought on promotion: we accept returns of items purchased on promotion, as required by law.

How do I make an exchange or return?

To make an online exchange or return, send an email to info@zouri-shoes.com with your order number and your exchange or return request.

In both cases, once you have received our reply, send the pair to our address: Rua D. Diogo de Sousa nº 98, 4700-422 Braga, Portugal.

In the case of an exchange, we will send a new pair once we have received yours. Only exchanges for a different size or for items of higher value are accepted.

When will I receive my refund?

You will be refunded using the same payment method used for the purchase. Where that is not possible, the customer must provide proof of ownership of the account or card so that the refund can be made by bank transfer.

Refunds are issued within an estimated 15 working days after we receive the order at our warehouse.

What are the costs of returns and exchanges?

Exchanges: the cost of collection and re-shipment is the customer's responsibility. The amount corresponds to the shipping cost for the destination country, as shown in the table in the Shipping policy.

Returns: the cost of shipping is the customer's responsibility.

For more information please contact our customer support team at info@zouri-shoes.com.

If delivery attempts fail because nobody was present at the address, subsequent shipments will be at the customer's expense.