Refund policy
REFUND POLICY
Last Updated: June 16, 2026
At HOUSE OF ZOIS LLC ("ZOIS," "we," "our," "us"), we stand behind every fragrance we send out. That is why every order is backed by our 30-Day Satisfaction Guarantee: if you are not happy with your purchase, you may return it within thirty (30) days of delivery for a refund, subject to the terms below.
This Refund Policy forms part of, and should be read together with, our Terms of Use and Conditions of Sale.
1. OUR 30-DAY SATISFACTION GUARANTEE
You have thirty (30) days from the date your order is delivered to request a return. We want you to be able to truly experience your fragrance, so a product may be returned even if it has been opened or used — including used in its entirety. The only firm requirement is that the product is physically sent back to us so that we can process your refund. After thirty (30) days from delivery, all sales are final.
We reserve the right, at our sole discretion, to decline a return or refund where the same product has already been returned by you on a previous occasion.
2. HOW TO START A RETURN
All returns must be authorized by us before you ship anything back. Items sent to us without prior authorization cannot be accepted or refunded.
To begin:
- Email our customer care team at support@zoisfragrance.ch within thirty (30) days of delivery, telling us your order number and the reason for your return.
- Once your request is approved, we will reply with a return authorization, your reference number, and the address to which your return should be sent.
- Send the product back using a trackable shipping method, and write your reference number clearly on the outside of the parcel. Returns without a visible reference number may be delayed or treated as invalid.
Requests that are incomplete, unreadable, or cannot be matched to an order may be deemed invalid.
3. WHO PAYS FOR RETURN SHIPPING
For standard satisfaction returns, you are responsible for the cost of return shipping. We recommend a trackable and, where possible, insured service — we cannot issue a refund for a return that never reaches us, and we are not responsible for items lost or damaged on their way back to us.
Where a return is the result of our error — for example, a wrong, defective, or damaged item — we will cover return shipping and provide a prepaid label (see Section 6).
4. WHAT IS AND IS NOT REFUNDED
When your refund is approved, you will be refunded for the price of the returned product(s).
The following are non-refundable:
- Original (outbound) shipping fees
- Shipping protection or package insurance fees
- Any expedited or priority shipping or handling fees
There is no restocking fee on returns under this policy.
5. HOW AND WHEN YOU ARE REFUNDED
Once we receive and inspect your return, we will let you know whether your refund has been approved. Approved refunds are issued to the original payment method used for the order.
After our shipping department receives your return, processing generally takes up to 10 business days. Once processed, it may take a further 5–7 business days for the refund to appear in your account, depending on your bank or card issuer. If more than fifteen (15) business days have passed since we confirmed your refund was approved and you still do not see it, please contact us at support@zoisfragrance.ch.
6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, contact us right away at support@zoisfragrance.ch so we can make it right. In these cases we will arrange a replacement or refund and cover the cost of return shipping.
Please note that we are not responsible for damage that occurs after delivery, or during later handling or normal use.
7. LOST, STOLEN, OR "DELIVERED" PACKAGES
- Packages lost by the carrier in transit are not eligible for a refund from us. Please contact the carrier directly with your tracking number — they can help locate your parcel. Where insured shipping was purchased, the terms of that coverage will apply.
- We are not responsible for packages that are stolen after delivery.
- Orders showing as "Delivered" with valid carrier tracking cannot be refunded if you are unable to locate the item. In that situation, please reach out to the carrier directly regarding where the package was left.
8. INCORRECT ADDRESSES AND FAILED DELIVERIES
It is your responsibility to provide a complete and accurate shipping address.
- If we cannot process your order because of an incorrect or incomplete address, we will try to reach you for the correct details. If we do not hear back within a reasonable period, we may hold your order until we do.
- Packages returned to us by the carrier because the address was incorrect or you were unavailable to receive delivery may be subject to additional shipping charges to resend.
- Orders delivered to the wrong address due to a customer error are not eligible for a refund. Once an order has shipped, we are not able to redirect it mid-transit or cover the cost of doing so.
9. CANCELLATIONS
Orders cancelled before they have been fulfilled are eligible for a full refund. Because we often ship quickly — sometimes the same day you order — we cannot guarantee that a cancellation request can be honored once fulfillment has begun.
10. INTERNATIONAL ORDERS
Our 30-Day Satisfaction Guarantee applies equally to all of the regions we ship to: the United States, the United Kingdom, Australia, and Canada. The same process and conditions described above apply.
Please keep in mind that for orders shipped outside the United States, you remain responsible for return shipping costs, and international return transit times are longer. We strongly recommend a trackable, insured service, as we cannot refund a return that does not reach us. Any customs duties, import taxes, or similar charges already paid are not refundable by ZOIS.
11. QUESTIONS
For any question about a return, refund, or this policy, please contact us:
HOUSE OF ZOIS LLC 30 N Gould St Ste N Sheridan, WY 82801 Email: support@zoisfragrance.ch