Terms

The purchase of Products offered on our website zoe.clothing (hereafter the “Website) is subject to these general terms of online sale (hereafter the “GTS”).

ZOË products (hereafter the “Products”) are exclusively intended to be sold to end consumers, natural persons or end customers legal entities, excluding all resellers or intermediaries acting on behalf of resellers (hereafter the “Customers”). Consequently, the Customer represents that heshe/it is acting as end consumer and that he/she/it has no intention of reselling the Products for commercial purpose.

ZOË can update these GTS at any time.

 

Any order placed on the Website shall imply express acceptance of the GTS and acceptance of the prices and Products available for sale on the Website.

 

 

Order process

 

 

 

 

 

 

ilable for sale on the Websit

The Customer who wants to place an order must comply with the following procedure:

  1. Product choice: the Customer must select the Product that he/she/it would like to order.
  2. Checking of the content of the Customer’s selection: the Customer checks the content of his/her/its /her/its basket whilst having the opportunity to delete the Products he/she/it has selected.
  3. Identification: the Customer must complete the identification form made available to him/her/it and provide the requested information (mandatory information: title, surname, first name or corporate name, e-mail address, password, telephone number for the delivery).
    4. Checking of the Customer’s order: the Customer checks the content of his/her/its /her/its order, the total price, the delivery and invoicing addresses while keeping the possibility of deleting a Product or modifying the invoicing or delivery address. The Customer confirms his/her/its /her/its method of delivery and payment. The Customer must confirm his/her/its /her/its acceptance of these GTS by checking the corresponding box. The validation of the order is only possible after having checked this box. From this step, the Customer cannot anymore modify and/or cancel its order.
  4. Order acknowledgement of receipt: the Customer receives an e-mail summing up the content of his/her/its /her/its order, namely:

- His/her/its delivery and invoicing addresses

- The order number

- The date of the order

- The list of Products ordered and their amounts

- The method of delivery (Client’s address or “point relay”)

The Customer is advised to keep and print this document, which is official proof of his/her/its order. The order is then registered and processed by ZOË which checks the availability of the Product(s) ordered. Any order placed implies acceptance of the prices and descriptions of the Products available for sale.

  1. Confirmation of shipping of the order: the Customer receives an e-mail summarizing the content of his/her/its order and confirming the dispatch of the same. The contract is deemed to have been concluded on the date on which this e-mail is sent.
  • Tracking of the order

 

 

 

A carrier tracking number is provided to the Customer when his/her/its order has been confirmed.

If the Customer wants to obtain information concerning the progress of his/her/its order, he/she/it may log onto the website of the carrier chosen by ZOË, e.g.: UPS, at the address www.ups.com, and follow the transport of his/her/its parcel live. The Customer furthermore receives information by e-mail concerning the different stages of the processing and preparation process of his/her/its order until it is shipped.

 

The offers of Products and prices of ZOË are valid while they are visible on the Website, and subject to stocks availability.

Errors or modifications can exceptionally occur, notably in the event of simultaneous orders of the same Product by several Customers. 

In the event the Product is found unavailable after placing the order, ZOË shall inform the Customer by e-mail or by telephone as soon as possible, by offering that he/she/it either order another Product available on the Website as a replacement, or cancels his/her/its order at no cost. 

ZOË shall not be held liable in the event of stock shortage or unavailability of Products for orders not yet accepted by ZOË.

ZOË reserves the right to change at any time and without prior notice the Products offered on the Website.

To ensure a better quality of service and availability of its Products with all of its online Customers, ZOË reserves the right to limit the quantity of Products that can be bought by a given Customer. 

Although all efforts are made to ensure that the colour and pattern of the Products whose photos are displayed on the Website are faithful to the original Products, variations may occur, notably due to the technical limitations of colour reproduction on the Customer’s computer equipment. Consequently, ZOË cannot be held liable for non-substantial errors or inaccuracies of photographs or graphic representations of Products appearing on the Website. 

ZOË reserves the right not to accept an order from a Customer with whom it is in a dispute for a previous order, or if ZOË reasonably considers that this Customer has infringed these GTS or that he/she/it has been engaged in a fraudulent activity, or for any other legitimate reason.

Price

 

The Prices of Products are expressed in Euros with also the possibility to pay in the following currencies Dollar US, Pounds Sterling, Dollar Canadian, Dollar Australian, Yuan, Yen, Won, Rouble Russian (on the basis of a daily conversion via the converter used for the Website) inclusive of taxes and excluding customs duties, for orders outside of the EU that shall be borne by the Customer. Outside of the cases of reimbursement made (i) in connection with exercising the right of withdrawal or for (ii) lack of conformity and hidden defects, ZOË shall not reimburse the VAT applied to purchases made on the Website (even in the event the Customer, after receipt of the Products, reships the Products for a third country outside of the European Union).

ZOË reserves the right to change at any time and without prior notice the prices of Products offered on the Website. 

The Products are invoiced on the basis of tariffs displayed on the Website at the time when the order is placed, subject to availability of the Products. 

In the event of unavailability of certain Products ordered (see Article 4 “Product availability”), only the price and shipping costs related to the available Products shall be debited.

* Means of Payment

By credit card (Visa, CB, Mastercard, American Express): The payment is made on the secure website of ZOË’s approved banking and credit institution. 

This means that no banking information regarding the Customer transits via our website. 

Payment is therefore secure by the partners in charge of managing financial transaction. 

The order will then be recorded and validated on acceptance of the payment by the banking service.

 

The ordered Products remain the property of ZOË until receipt of full payment of the price by ZOË. However, the Customer assumes the risk (namely of loss, theft or deterioration) regarding the Products delivered from the time that they are delivered to the address indicated at the time of the order.

 

Handling and shipping costs depend on the country and the total amount of the order. They shall be indicated on the invoice.

ZOË cannot be held responsible for any action and/or costs and/or taxes (which fall under the Customer’s responsibility) and/or delays due to customs over which it has no control.

For all the Products, the order is prepared for departure from ZOË’s warehouse within a maximum period of 3 working days (subject to stock availability and except for the special case of Products sold “on pre-order” for which the sheet indicates the specific estimated time of delivery) from confirmation by e-mail of the order. The average period between the placing of an order and its delivery is from 4 to 9 working days. This is an average period based on prior orders.

By exception to the abovementioned time frames, “pre-order” transactions may be subject to shipping periods that might exceed the estimated shipping time. The estimated shipping time for “pre-order” transactions may be as long as 6 to 9 months as of the date of the order, as mentioned in the purchase process.

Exceeding this estimated period may not give rise to any cancellation of the order, reduction in the price paid by the Customer, or to any damages. Customer is further informed that in some special cases (e.g. products marketed on “pre-order”), the periods indicated above can be longer. However, failure to deliver within a period of 30 days from the maximum estimated time of delivery, the Customer shall have the possibility to cancel the said order at no cost. The sums that he/she/it will have paid will then be reimbursed. In cases where it has the capacity to do so, ZOË reserves the possibility to offer the Customer a Product of equivalent quality and price as the initial product.

If the order reaches a certain volume ZOË may send it to the Customer in several deliveries and/or several packages.

Generally, all of the parcels are shipped via UPS. A delivery note is attached to the parcel. Customer is encouraged to keep it as it will serve as proof of delivery. 

The Customer must check the compliance of the Products delivered at the time of the delivery and before signature of the carrier’s delivery note. He/she/it must indicate on this delivery note and in the form of handwritten reservations any defect concerning the delivery (damaged Product etc.). This verification is deemed achieved as soon as the Customer, or a person of his/her/its choice, has signed the delivery note. No claim regarding the condition of the parcel(s) will be admissible thereafter.

In the event of reservations regarding the delivery, the Customer must also confirm them to the carrier at the latest within 3 working days following receipt of the article(s) and send a copy of this letter to ZOË by e-mail to the address with confirmation by registered letter with acknowledgement of receipt to Customer Service at the following address: ZOË41 Milin kamuk Str. – 1618 Sofia/Bulgaria.

In the event of an incomplete address, incorrect address, inability to place the parcel in the Customer’s letterbox, refusal of the parcel by the recipient, lack of information making it impossible to deliver the Product to the recipient at the appointed time, ZOË cannot be held liable for the complete, final, completion of this delivery. If this lack of information leads to a second presentation to the recipient, ZOË shall be entitled to request that the Customer pay the corresponding fees for this second delivery.

The Customer is subject to the general terms of delivery of the carrier that, in some cases, if he/she/it does not submit to them can impact the quality of the delivery. 

Accordingly, in the event of absence of the recipient, according to the general terms of delivery of the carrier, the product may be presented again and/or left at an agreed drop-off point and/or in front of the Customer’s home and or in a “sorting – pending” centre of the carrier and/or returned to ZOË who shall in no event be held responsible for any theft of, loss, or damage to the Products in connection with to their delivery and, more generally, the final quality of the delivery. 

In the event that it is impossible to deliver and if the product must be returned to ZOË by the carrier, ZOË will not make any new delivery.

Any claim regarding the delivery of Products must be submitted in 7 working days following receipt of the Product(s) in the same conditions as mentioned above. If it is decided that the product(s) must be returned to ZOË, they must be sent in their original condition (packaging, accessories, etc.) and according to the following shipping conditions. The Customer must contact the customer service beforehand via e-mail at  customercarezornitsabaeva@gmail.com to obtain a return number to note on the “Return Authorisation” enclosed with the order as well as any information relating to the shipping. No parcel shall be accepted without a return number. This number must be written legibly with a marker pen on the parcel. The Product must be returned to: : ZOË41 Milin kamuk Str. – 1618 Sofia/Bulgaria

Right of withdrawal

For any return, the Customer shall i) use the return form enclosed in the delivery packing or ii) contact the customer service via e-mail at customercarezornitsabaeva@gmail.com to inform it of his/her/its decision to use his/her/its right of withdrawal. Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of Products are borne by the sender. In order for the customer service to accept the exchange and/or reimbursement, the Product must be returned in full condition in its original packing, undamaged, with its label attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice to ZOË41 Milin kamuk Str. – 1618 Sofia/Bulgaria. The Customer shall not have to justify the reasons or pay penalties, with the exception of return costs.

ZOË cannot be held responsible in the event of loss, theft or damage of the parcel. 

Parcels for which the Customer’s identification (surname, first name, address and return code) is not possible shall be refused. 

Any return must be made by a traceable method (UPS, FEDEX, DHL, return receipt requested, etc.) and the tracking number must be provided to ZOË.

On receipt of the Product returned by the Customer, the customer service shall send a confirmation of receipt of the Product by e-mail. 

In the event the Customer makes a valid use of this right by the Customer, ZOË shall reimburse the Customer for the sums paid by the same and corresponding to the acquisition of the returned Products (therefore excluding potential customs duties), within a maximum period of 14 days by bank transfer into the account used with the credit card bearing the Customer’s name.

ZOË undertakes to reimburse the standard delivery costs including the tracking of the parcel. For that purpose, Customer shall insert the delivery invoice indicating the parcel tracking number into the return parcel.

Statutory warranties  

 

 

 

 

 

ZOË shall refuse any complaint for Products that have been used contrary to their intended use.

Any complaint regarding the Products in their current form and without relation to the delivery must be submitted by e-mail to the address customercarezornitsabaeva@gmail.com followed by a written confirmation sent by registered letter with acknowledgement of receipt to the customer service at the following address ZOË41 Milin kamuk Str. – 1618 Sofia/Bulgaria.

 

* Statutory warranty of conformity: 

ZOË shall deliver to the Customer a Product that complies with the contract and which is exempt from conformity defects at the time of the delivery of said Product, to the extent that the Product shall be fit for the use normally expected of similar goods and that it shall have the characteristics featured during the sale. ZOË is also liable for conformity defects resulting from the packaging, assembly or installation instructions provided such liability as agreed by contract or such processes were made under its responsibility.

* Statutory warranty against hidden defects: 

ZOË shall ship to the Customer a Product free of hidden defects that would make it unfit for the use for which it was intended, or that substantially decreases this use, that he/she/it would not have acquired it or would have paid a lower price if he/she/it had been aware of them.

 

These guarantees shall apply provided that the Customer makes the request in a period of 24 months following the delivery of the Product (for the statutory warranty of conformity) or the discovery of the defect (for the statutory warranty of hidden defects).

Conformity defects that appear within a period of 24 months from delivery are presumed to exist at the time of delivery, unless proven otherwise. 

In the event of an actual non-conformity on a Product sold by ZOË, the Customer may choose between the Product being repaired or replaced unless one of these choices are commercially unreasonable for ZOË. If the repair or the replacement of the Product is impossible, the Customer may be reimbursed and shall return the Product or keep the Product and have a part of the price reimbursed to him/her/it, unless the conformity defect is minor.

In the event of an actual hidden defect on a Product sold by ZOË, the Customer shall have the choice of returning the Product and having the price and costs incurred by the sale returned or keeping the Product and having a part of the price returned to him/her/it. 

In any event, it shall be up to the Customer to prove that he/she/it fulfils the conditions of the guarantee properly.

The return, replacement or reimbursement of the Product shall occur without costs for the Customer and shall not prevent the potential damages where applicable.

In the case of lack of conformity and/or hidden defects admitted by ZOË, should the Customer choose to return the Product, he/she/it shall ship it to the following address: ZOË41 Milin kamuk Str. – 1618 Sofia/Bulgaria. The Customer must obtain beforehand a return number as well as any precision relating to shipping from the customer service to be contacted via e-mail at customercarezornitsabaeva@gmail.com. No parcel shall be accepted without a return number. This number must be written legibly with a marker pen on the parcel.

After-sales service and availability of spare parts

Any Product that can be technically repaired benefits from an after-sales service for a fee. For any repair request, the Customer must directly contact the customer service via the e-mail at customercarezornitsabaeva@gmail.com.

ZOË makes not warranty regarding the availability period of spare parts that are essential for the use of the Products. ZOË shall nonetheless make its best efforts to satisfy its Customers in the event of a request for one or several spare parts.

Limitation of liability

In no event may ZOË be held liable for any damage which does not result from a failure by ZOË to honour one of its obligations.