Refund policy

Return & Refund Policy

Last updated: September 2026

At Zayoura The Label, we want you to shop with confidence. This policy applies to purchases made through our online store.

Returns and Right of Withdrawal

You have the right to withdraw from your purchase within 14 days, starting from the day after you receive your order.

To exercise your right of withdrawal, please contact us within the 14-day period at:

support@zayoura.se

Please include:

  • Your full name

  • Your order number

  • The item or items you wish to return

  • A clear statement that you wish to withdraw from your purchase

After notifying us, you must send the item back within 14 days.

Returned items should be:

  • Unworn, unused and unwashed

  • In their original condition

  • Returned with all original tags and accessories, where applicable

  • Securely packaged to prevent damage during transport

  • Accompanied by the order number or other proof of purchase

We recommend returning the item in its original packaging whenever possible.

You may inspect an item in the same way you would in a physical store. If an item has been handled or used more than necessary to determine its nature, characteristics or function, we reserve the right to deduct an amount corresponding to any loss in value from your refund.

Return Shipping Within Sweden

For approved returns within Sweden, Zayoura The Label can provide a prepaid return shipping label.

A return shipping fee of 59 SEK will be deducted from your refund.

Please contact us at support@zayoura.se before returning your order so that we can provide the return instructions and return shipping label.

You may also arrange the return yourself using a shipping provider of your choice. If you arrange the return yourself, you are responsible for paying the shipping provider directly, and the 59 SEK return shipping fee will not be deducted by us.

When arranging your own return, we strongly recommend using a tracked shipping service. You are responsible for the return until it reaches us and must keep the shipping receipt and proof of postage until the refund has been completed.

Returns From Outside Sweden

Customers returning an order from outside Sweden must contact us at support@zayoura.se before sending the return.

We will provide the correct return address and return instructions. The customer is responsible for arranging and paying the full cost of return shipping.

We strongly recommend using a tracked shipping service. The customer is responsible for the return until it reaches us and must retain the shipping receipt and proof of postage until the refund has been completed.

Return Address

Approved returns must be sent to:

Zayoura The Label AB
Kolvgatan 1B
653 41 Karlstad
Sweden

Please do not send a return before contacting us and receiving the correct return instructions.

We do not accept returns sent with cash on delivery, unpaid postage or other charges payable by the recipient. Any such package may be refused.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a damaged, defective or incorrect item, contact us as soon as possible at support@zayoura.se and include:

  • Your order number

  • A description of the issue

  • Clear photos of the item and, where relevant, its packaging

Do not return a damaged, defective or incorrect item before contacting us and receiving return instructions.

Approved complaints concerning damaged, defective or incorrectly delivered items will be handled at no additional cost to the customer. The customer will not be charged for return shipping in these cases.

Your statutory right to make a complaint regarding a faulty product is not affected by this policy.

Perfumes, Musk and Personal-Care Products

Perfumes, musk products and similar personal-care products must be returned unused and in their original condition.

Products that have been used, sprayed or handled more than necessary may have significantly reduced resale value. In such cases, we reserve the right to deduct an amount corresponding to the product’s loss in value from the refund.

Where a product is delivered with a hygiene or protective seal and is unsuitable for return for health or hygiene reasons, the statutory right of withdrawal may no longer apply once the seal has been broken.

This restriction does not affect your right to make a complaint if the product is faulty, damaged or incorrect.

Non-Returnable Items

The following items cannot be returned under the right of withdrawal:

  • Gift cards

  • Sealed intimate or hygiene-sensitive products after the hygiene seal has been broken

  • Sleepwear sets containing underwear or panties after an attached hygiene seal has been removed

  • Products made or personalised specifically according to the customer’s instructions

If an intimate or hygiene-sensitive product does not have a hygiene seal, the customer’s statutory right of withdrawal remains applicable, subject to any permitted deduction for loss in value caused by unnecessary handling.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

Sale Items

Sale and discounted items may be returned within the statutory 14-day withdrawal period, provided they meet the return conditions stated in this policy.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size, colour or product, please return the original item and place a new order.

For returns within Sweden using our prepaid return shipping label, the standard 59 SEK return shipping fee applies unless the item is damaged, defective or incorrect.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be issued to the original payment method no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned item or until you have provided proof that the item has been sent back.

Returning the Entire Order

If you return your entire order under the statutory right of withdrawal, we will refund:

  • The price of the returned products

  • The original standard delivery cost you paid

For returns within Sweden using our prepaid return label, the 59 SEK return shipping fee will be deducted from your refund.

If you selected a delivery method that was more expensive than our least expensive standard delivery option, the additional delivery cost is not refundable.

Returning Part of an Order

If you return only part of your order:

  • The price of the returned item or items will be refunded

  • The original delivery cost will not be refunded

  • The 59 SEK return shipping fee will be deducted if you use our prepaid return label within Sweden

Any permitted deduction for loss in value may also be deducted from the refund.

Your bank or payment provider may require additional processing time before the refund appears in your account.

If you have not received your refund after the applicable processing period, please contact us at support@zayoura.se.

Contact Us

If you have any questions about returns or refunds, please contact us:

Zayoura The Label AB
Kolvgatan 1B
653 41 Karlstad
Sweden

Email: support@zayoura.se