A comprehensive guide to return eligibility, the EU right of withdrawal, our self-serve cancellation process, and secure refunds for our global clientele.
Last Updated: September 2026
Under European Union consumer protection rules, consumers residing in the EU generally have the statutory right to withdraw from an online contract within 14 days without providing any reason.
For sales contracts involving the purchase of goods, the 14-day withdrawal period begins on the day on which you, or a third party designated by you (other than the carrier), acquires physical possession of the goods.
In the case of an order comprising multiple items that are delivered separately, the withdrawal period expires 14 days from the day on which you acquire physical possession of the last item or package in that order.
Where permitted by applicable law, certain items are exempt from the statutory 14-day right of withdrawal. These exemptions include:
Standard, non-customized catalog creations offered in our collections are not exempt and remain eligible for return in accordance with this policy.
To exercise your right of withdrawal, you must notify ZELQUE of your clear decision to withdraw from the contract before the 14-day withdrawal period expires. You may submit your request conveniently through our native Shopify customer portal or by reaching out to our concierge team:
EU customers and logged-out visitors can initiate a return or cancellation request directly using Shopify's passwordless customer portal:
Navigate to Returns & Cancellations (or click the link in our website footer). Enter the email address used at checkout. A secure 6-digit verification code will be sent to your inbox — no account registration or password required.
Select the order and the individual items you wish to return, choose a return reason, and submit the request. Alternatively, you may notify us in writing via our Contact Us page with your order reference.
Once received, ZELQUE acknowledges your request and provides the authorized return destination address and secure packing guidelines. Please do not dispatch items without our authorized return details.
Pack the item safely in its original packaging and dispatch it to the authorized return destination within the statutory return timeframe.
After communicating your decision to withdraw, you must return or hand over the goods to ZELQUE without undue delay and in any event no later than 14 calendar days from the day on which you communicated your withdrawal from the contract, where applicable under EU law.
The deadline is met if you dispatch the goods before the 14-day period has expired. Please ensure you retain proof of shipment and a valid tracking number to establish that the goods were sent within this timeframe.
For a standard change-of-mind return under the EU right of withdrawal, the customer is responsible for the direct cost of returning the goods to ZELQUE, as disclosed prior to purchase.
Because our creations comprise artisanal handcrafted objects that require protective packaging and secure transit, we advise using a tracked and insured carrier service.
* Important Exception: You are not required to bear return shipping costs if the return concerns a defective, damaged, incorrect, or non-conforming product. Please see Section 08 for details on our legal conformity guarantee.
If you withdraw from the contract under the EU right of withdrawal, ZELQUE will reimburse all payments received from you, including the standard delivery costs paid for the original order (with the exception of supplementary costs resulting from your choice of a delivery method other than the least expensive type of standard delivery offered by us).
We will process the reimbursement without undue delay and at the latest within 14 calendar days from the day on which we are informed of your decision to withdraw, where applicable under EU law.
Withholding of Reimbursement: Where permitted under applicable EU law, ZELQUE may withhold reimbursement until we have received the returned goods back, or until you have supplied evidence of having dispatched the goods, whichever is earlier.
Reimbursements will be issued using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.
You are entitled to handle and inspect the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning — in a manner comparable to inspecting an item in a luxury physical boutique or showroom.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
If an item is returned showing signs of excessive wear, damage caused after delivery, missing parts, or unreturned accessories, applicable law allows a proportional deduction from the reimbursed amount corresponding to the reduction in value.
The 14-day change-of-mind withdrawal policy described above operates independently from, and does not in any way limit, replace, or exclude your statutory consumer rights under applicable law.
Under EU consumer legislation, consumers benefit from a statutory legal guarantee of conformity (generally for a minimum period of two years from delivery) ensuring that goods conform to the contract and are free from defects.
If an item arrives damaged, defective, or different from what was described or ordered:
If you wish to cancel an order before it has been dispatched by our atelier, you may submit a cancellation request through the Returns & Cancellations portal or contact customer support promptly.
Once an order has entered fulfillment or dispatch, cancellation prior to delivery may no longer be feasible; in such cases, you may exercise your right of withdrawal upon receiving the delivery in accordance with Section 01.
* Mandatory Consumer Rights: Nothing in this Return & Refund Policy is intended to restrict or exclude any mandatory statutory consumer rights, protections, or guarantees that apply under the consumer laws of your country of habitual residence.
* Notice: This policy reflects general EU e-commerce principles and standard self-serve return workflows. It is provided for informational and customer guidance purposes; final statutory determinations are governed by applicable national and EU consumer law.