TERMS & CONDITIONS

1. GENERAL INFORMATION

Welcome to ZOEL.

These Terms & Conditions govern your use of zoelbags.com and your purchase of products through our online store.

The website is operated by:

CHATZIDIMITRIOU THEODORA DIMITRIOS
Trading as: ZOEL
Metron 8
17123 Nea Smyrni, Athens, Greece
VAT Number: EL052610950
GEMI Registration Number: 
Telephone: +30 210 932 3107
Email: zoelbags@gmail.com
info@zoelbags.com

Throughout these Terms, “ZOEL”, “we”, “us” and “our” refer to the above business.

By accessing our website, placing an order or otherwise using our Services, you agree to these Terms & Conditions and the policies referenced in them.

These Terms apply primarily to consumer purchases made through our online store. Separate terms may apply to wholesale or business-to-business orders.

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2. ELIGIBILITY AND USE OF THE WEBSITE

You may use our website only for lawful purposes and in accordance with these Terms.

By placing an order, you confirm that the information you provide is accurate, complete and up to date.

You must not use our website for fraudulent, unlawful or unauthorized purposes or in a way that could damage, disable or interfere with the website or its operation.

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3. OUR PRODUCTS

ZOEL creates handmade bags and accessories.

Our products are handmade and may be produced after an order has been placed. Because of the handmade nature of our products, minor variations in texture, stitching, shape, colour or finish may occur.

Such minor variations may be a natural characteristic of handmade production and do not, by themselves, constitute a defect or failure to conform to the contract.

We make reasonable efforts to display product photographs, colours, dimensions and descriptions accurately. However, colours may appear slightly different depending on the customer's screen, device or settings.

Product descriptions and availability may be updated from time to time.

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4. MADE-TO-ORDER AND CUSTOMIZED PRODUCTS

Some ZOEL products are made after an order is placed.

The fact that a product is handmade or made to order does not, by itself, remove the consumer's statutory right of withdrawal.

Where a product has been specifically customized or personalized according to the customer's individual specifications, the statutory right of withdrawal may not apply where the applicable legal exception is met.

Examples may include products incorporating specific personal details or substantial modifications requested by the customer.

Where a product is customized or personalized, we will inform the customer before the order is completed that the statutory right of withdrawal may not apply.

For more information, please refer to our Return & Refund Policy.

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5. ORDERS AND CONTRACT FORMATION

When you place an order through our website, you are submitting an order to purchase the selected products.

After placing an order, you will receive an email confirming receipt of your order.

The order confirmation confirms that we have received your order. The contract of sale is concluded in accordance with the applicable ordering and checkout process and applicable law.

We may refuse or cancel an order where there is a legitimate reason, including:

• the product is unavailable;
• there is an obvious error in the product description or price;
• the information provided for the order is materially incorrect or incomplete;
• we reasonably suspect fraudulent or unauthorized activity; or
• circumstances outside our reasonable control prevent us from fulfilling the order.

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled order.

Nothing in this section limits any mandatory consumer rights.

6. PRICES AND TAXES

All prices displayed on our website are stated in euros (€).

Prices displayed to consumers include applicable VAT where required by law.

Any applicable shipping costs or other charges will be clearly displayed before the customer completes the order.

For online purchases, the customer will be informed of the total price and applicable charges before placing the order.

We may change prices, products or promotions from time to time.

Any price change will not affect an order that has already been accepted at the price confirmed for that order, except where an obvious pricing error has occurred.

7. PAYMENT

Available payment methods are displayed during checkout.

Payment must be successfully completed using one of the payment methods offered through our website, unless another payment arrangement has been expressly agreed with the customer.

Payment information may be processed by third-party payment providers.

ZOEL does not request or store your complete payment card details where payment is processed by an external payment provider.

8. PRODUCTION, SHIPPING AND DELIVERY

Because our products are handmade, production time is separate from shipping and delivery time.

The average production and processing time is 5–10 business days, unless otherwise stated for a specific product or order.

Shipping and delivery times begin after the product has been completed and dispatched.

For current shipping methods, delivery estimates, shipping charges and information concerning returned shipments, please refer to our Shipping Policy.

Estimated delivery times may vary depending on destination, courier operations, customs procedures and other circumstances outside our reasonable control.

Nothing in these Terms excludes or limits any mandatory rights relating to delivery.

9. RIGHT OF WITHDRAWAL

For consumer purchases made online within the European Union, consumers generally have the legal right to withdraw from a distance contract within 14 calendar days from delivery of the goods, without giving a reason, subject to applicable legal exceptions.

To exercise the right of withdrawal, the consumer must communicate their decision to us before the expiry of the applicable withdrawal period. An unequivocal statement is sufficient; the consumer does not have to use a specific wording.

Following withdrawal, the consumer generally has a further 14 days to send the goods back.

The consumer generally bears the direct cost of returning the goods, provided that the consumer was informed of this obligation before the purchase.

For full information about the withdrawal procedure, return conditions and refunds, please see our Return & Refund Policy.

The statutory right of withdrawal does not apply to goods falling within applicable legal exceptions, including goods made according to the consumer's specifications or clearly personalized, where the relevant legal exception applies.

Nothing in these Terms limits or excludes any mandatory consumer rights.

10. RETURNS AND REFUNDS

Our rules concerning:

• returns;
• refunds;
• the statutory right of withdrawal;
• damaged or defective products;
• incorrect products;
• customized or personalized products; and
• return shipping costs

are set out in our Return & Refund Policy.

That policy forms part of the information provided to customers and should be read together with these Terms.

Nothing in our Return & Refund Policy or these Terms limits statutory consumer rights.

11. DEFECTIVE OR NON-CONFORMING PRODUCTS

If a product is defective, damaged, incorrect or does not conform to the order or the applicable contract, the customer should contact us as soon as reasonably possible at zoelbags@gmail.com.

Customers retain all mandatory statutory rights and remedies available under applicable consumer protection law.

Our commercial return policy does not replace or reduce those statutory rights.

12. INTELLECTUAL PROPERTY

The content of zoelbags.com, including photographs, product images, logos, trademarks, designs, graphics, text, product descriptions, website design and other original content, is owned by or licensed to ZOEL and is protected by applicable intellectual property laws.

You may access and use the website for personal and lawful purposes.

You may not reproduce, distribute, modify, copy, publish or commercially exploit our content without our prior written permission, except where permitted by law.

The ZOEL name, logo, product designs and other distinctive elements associated with our brand may not be used without our prior written permission.

13. THIRD-PARTY SERVICES AND LINKS

Our website may use third-party services, including payment providers, courier services, hosting providers and other technical or operational service providers.

The website may also contain links to third-party websites.

Third-party services and websites may be subject to their own terms and privacy policies.

ZOEL is not responsible for the content or operation of third-party websites that are outside our control.

Nothing in this section affects any mandatory rights you may have against ZOEL under applicable law.

14. SHOPIFY

Our online store is hosted on Shopify, which provides the e-commerce platform through which we offer our products and Services.

Purchases made through our online store are transactions between the customer and ZOEL.

Shopify provides technical and platform services but is not the seller of the products purchased from ZOEL.

15. PERSONAL INFORMATION

Personal information submitted through our website is processed in accordance with our Privacy Policy.

Please review our Privacy Policy for information about the personal data we collect, how we use it, the legal bases for processing and the rights available to you.

16. CUSTOMER REVIEWS AND FEEDBACK

If you voluntarily submit a review, comment, photograph, suggestion or other feedback concerning our products or Services, you remain responsible for the content you submit.

You must not submit content that is unlawful, misleading, defamatory, infringing or that violates the rights of another person.

Where you provide content for publication on our website or social media channels, you grant ZOEL permission to display that content for purposes connected with our business, subject to applicable law and any rights you retain under that law.

We may remove or decline to publish content that violates these Terms or applicable law.

17. WEBSITE CONTENT AND ERRORS

We make reasonable efforts to ensure that the information displayed on our website is accurate and current.

However, occasional typographical errors, inaccuracies or omissions may occur, including in product descriptions, prices, availability or shipping information.

If we identify an obvious error that materially affects an order, we may contact the customer to clarify the situation or, where legally permitted, cancel the affected order.

If an order is cancelled after payment has been received, the customer will receive a refund of the amount paid for the cancelled order.

18. PROHIBITED USE

You must not use the website:

• for unlawful or fraudulent purposes;
• to interfere with the operation or security of the website;
• to introduce malicious software or code;
• to attempt unauthorized access to our systems;
• to copy or commercially exploit website content without permission;
• to collect personal information about other users without lawful grounds;
• to impersonate another person or entity; or
• in any other manner that violates applicable law or these Terms.

We may take reasonable measures to protect the security and proper operation of the website.

19. WEBSITE AVAILABILITY

We make reasonable efforts to keep our website available and functioning properly.

However, we cannot guarantee that the website will always be available, uninterrupted or completely free from technical errors.

Temporary interruptions may occur for maintenance, technical reasons or circumstances outside our reasonable control.

20. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

Nothing in these Terms excludes or limits any mandatory consumer rights or remedies.

To the extent permitted by law, ZOEL will not be responsible for losses that were not reasonably foreseeable at the time the contract was concluded or for circumstances outside our reasonable control.

21. EVENTS OUTSIDE OUR REASONABLE CONTROL

We will not be responsible for delays or failure to perform an obligation where this is caused by circumstances beyond our reasonable control.

Such circumstances may include, where applicable:

• natural disasters;
• severe weather;
• strikes or industrial disputes;
• significant courier or transport disruptions;
• customs delays;
• government measures;
• telecommunications or internet failures; or
• other events that could not reasonably have been prevented.

Where appropriate, we will take reasonable steps to minimize the effects of such circumstances and keep affected customers informed.

22. CHANGES TO THESE TERMS

We may update these Terms from time to time to reflect changes to our website, business practices or applicable legal requirements.

The latest version will be published on this page.

Changes will not affect rights that have already arisen under an order or contract.

23. GOVERNING LAW

These Terms are governed by the laws of Greece, subject to any mandatory consumer protection provisions applicable under European Union law or the law of the consumer's country of residence where such provisions apply.

Nothing in this section prevents a consumer from relying on mandatory consumer protections applicable to them.

24. CONSUMER DISPUTES

If you have a complaint or issue concerning an order, please contact us first at zoelbags@gmail.com so that we can try to resolve the matter directly.

Consumers may also have access to applicable alternative dispute resolution mechanisms and competent consumer protection authorities under Greek and European law.

Nothing in these Terms prevents a consumer from exercising any statutory right to bring a complaint or legal claim before a competent authority or court.

25. WHOLESALE AND BUSINESS-TO-BUSINESS ORDERS

These Terms primarily apply to consumer purchases made through our online store.

ZOEL also accepts wholesale and business-to-business orders.

Wholesale/B2B orders may be placed through direct communication with ZOEL and may be subject to separate commercial terms, pricing, minimum quantities, production arrangements, payment terms and delivery conditions agreed between the parties.

Where a customer purchases products in the course of their business or professional activity, consumer protection rules applicable exclusively to consumers, including the statutory consumer right of withdrawal, may not apply.

Separate Wholesale / B2B Terms & Conditions may therefore apply to such transactions.

26. CONTACT INFORMATION

For questions concerning these Terms, orders or our Services, please contact:

CHATZIDIMITRIOU THEODORA DIMITRIOS
ZOEL
Metron 8
17123 Nea Smyrni, Athens, Greece
VAT Number: EL052610950
GEMI Registration Number:
Telephone: +30 210 932 3107
Email: zoelbags@gmail.com
info@zoelbags.com

27. RELATED POLICIES

The following policies should be read together with these Terms:

• Legal Notice
• Return & Refund Policy
• Shipping Policy
• Privacy Policy
• Wholesale / B2B Terms & Conditions, where applicable

Nothing in these Terms is intended to exclude, restrict or replace any mandatory rights granted to consumers by applicable law.