Refund policy
Our products are handmade to order exclusively for each customer, which means we do not accept returns unless there is an issue with the item you received.
We only accept return requests if:
• The item is damaged or defective
• You received the wrong item
• The item does not match its description on our website
To start a return request, please contact us at zoelbags@gmail.com within 10 days of receiving your order. Be sure to include your order number, photos (if applicable), and a brief explanation of the issue.
Returns must be pre-approved. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return address:
Metron 8, Nea Smyrni
Athens, 17123
You can always contact us for any return question at zoelbags@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Νon-returnable items
Because each piece is handmade to order, we do not accept returns for:
• Change of mind
• Custom or personalized products
• Sale items or gift cards
Exchanges
If there is an issue with your item and the return is approved, you may request an exchange or receive a refund. Please note that all exchanges are subject to product availability.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To be eligible, the item must be in the same condition you received it in—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please note that it may take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at zoelbags@gmail.com.