SHIPPING POLICY

1. Production Time

Each bag is made especially for you, after your order is confirmed.

We craft our products to order, so production begins once your order is confirmed.

The average production and processing time is 5–10 business days, as each piece is carefully handmade. This timeframe may vary slightly during periods of high demand.

Once we receive your order, we will contact you with a more accurate estimated preparation time where necessary.

As soon as your bag is ready, we will arrange the earliest available shipping date.

Shipping and delivery times below refer to the period after your order has been completed and dispatched.

2. Shipping Information

ZOEL offers free standard delivery:

• Greece: on orders above €150

• Europe: on orders above €200

The applicable free delivery option will be automatically applied during checkout.

Greece

• ACS Courier – Standard: €5 | estimated delivery: 2–4 business days

• Free Standard Delivery: orders above €150

• DHL Express: €15 | estimated delivery: 1–2 business days

Europe

• DHL Standard: €17 | estimated delivery: 3–5 business days

• DHL Express: €35 | estimated delivery: 1–2 business days

• Free Standard Delivery: orders above €200

International

• DHL Express Worldwide: €35–€44 | estimated delivery: 1–5 business days

3. Delivery Times

Shipping times refer to the period after your bag has been completed and dispatched.

You will receive a confirmation email containing your tracking information once your order has been shipped.

Estimated delivery times may vary depending on the destination. Remote areas may require additional delivery time.

For orders outside the European Union, the recipient may be responsible for applicable customs duties, import taxes, VAT or other charges imposed by the destination country, depending on the destination and applicable regulations.

Any such charges are the responsibility of the recipient unless otherwise expressly stated at checkout.

4. Returned Shipments and Non-Delivery

If a shipment is returned to ZOEL because of circumstances attributable to the customer, including:

• failure to provide information requested by the courier;

• failure to collect or receive the shipment;

• refusal of delivery;

• incorrect or incomplete shipping information provided by the customer; or

• failure to pay applicable customs duties, taxes or import charges,

we will contact the customer regarding the returned shipment.

Where the customer wishes the order to be shipped again, any additional shipping, return shipping, customs, storage, handling or other charges incurred as a result of the failed delivery may be charged to the customer, where permitted by applicable law.

If the customer instead requests cancellation of the order, any refund will be handled in accordance with the customer's statutory rights and our Return & Refund Policy.

Nothing in this section limits any mandatory consumer rights that apply under applicable EU or Greek law.

5. Returns and Shipping Costs

For a valid exercise of the 14-day right of withdrawal, the customer is responsible for the direct cost of returning the product to ZOEL, provided that the customer was informed of this obligation before completing the purchase.

ZOEL will refund the payments received for the returned order, including the cost of the least expensive standard delivery option offered at the time of purchase.

If the customer selected a more expensive delivery option, such as express delivery, any additional cost above the least expensive standard delivery option is not refundable.

The customer is not responsible for return shipping costs where the product is defective, damaged, incorrect, or does not conform to the order or its description.

For full details regarding returns, refunds and the statutory right of withdrawal, please refer to our Return & Refund Policy.

6. Delayed or Missing Deliveries

If your order has not arrived within the estimated delivery period, please contact us at zoelbags@gmail.com with your order number.

We will contact the relevant courier and assist in tracking the shipment.

Delivery estimates are provided in good faith and may be affected by circumstances outside our reasonable control, including courier delays, weather conditions, customs procedures or other unforeseen events.

Nothing in this section limits any mandatory consumer rights concerning delayed or non-delivered orders.

7. Contact

For questions regarding shipping or delivery, please contact:

ZOEL
Email: zoelbags@gmail.com , info@zoelbags.com
Telephone: +30 210 932 3107
Address: Metron 8, 17123 Nea Smyrni, Athens, Greece