The Online Store Returns Policy & Process
Click here to submit an online return request. A return request must be submitted to receive your refund within normal processing times.
You may return or exchange (where available) your Zimmermann Online Store purchase, including sale items, by returning it to a Zimmermann Store in the US or by sending it back to the Zimmermann US Online Store. Subject to adherence to the following terms (Zimmermann Outlets are excluded):
Returns or exchanges will only be accepted with proof of purchase on items within 15 days from the date of delivery. Items returned outside their respective period will not be accepted. All new items following an in store exchange will be subject to the In Store Purchases Policy detailed below.
Items must be in original condition (including tags) and must not have been worn, altered or washed. Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain. All packaging (including garment bags) shipped with your order must be returned.
Every clothing item shipped has a tag attached reading "Once this tag is removed, this garment cannot be returned". Once this tag has been removed, the garment is no longer returnable. We recommend trying on all purchased items once received, to ensure adequate time to return items within our returns timeframe.
Swimwear and Lingerie
For all swimwear and lingerie, clients must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and the top and pant sizes of bikini sets must match. Returns will not be accepted if the protective hygiene strip is removed or altered, the top and pant sizes of bikini sets differ, or the item otherwise shows signs of wear.
Try on shoes on soft surfaces before they are worn as we will not accept shoes returned with sole markings or scratches. Ensure shoes are returned with original shoebox.
Jewellery, Tights, and Hair Accessories
All purchases on earrings, tights, hair clips, hair chignons, and hair pins are final sale. We will not accept returns on these items due to hygiene reasons.
Gift Cards may not be returned and are valid for 5 years from the date of issue. Gift Cards are valid for use on the US Online Store, and in Zimmermann stores nationally.
Should you wish to return an item, Zimmermann do not refund international prepaid tax and duties paid at the time of checkout for Delivered Duties Paid (DDP) orders or tax and duties paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.
While Zimmermann covers the costs of returns using the prepaid returns label within the US, return postage costs are not refundable and we do not refund initial shipping charges for goods returned, other than for faulty items. For exchanged items Zimmermann will cover the shipping cost, however duties and taxes will be collected for the exchanged items.
The above policy only applies to the Zimmermann Online Store.
In Store Purchases
No refunds unless required by law; Returns other than for faulty goods must be made only in the country of purchase within 7 days for either credit note or exchange. Returned garments must be in original condition and must not have been worn, altered, or washed. All tags must remain in place. No refunds or exchange on sale items unless faulty or required by law. Purchases and exchanges made in Zimmermann stores cannot be returned to the Online Store.
You may return or exchange (where available) your Zimmermann Online Store purchase, including sale items, to a Zimmermann Store.
All in store returns will be subject to adherence of the Online Store Returns Policy detailed above. All new items following an in-store exchange will be subject to the Stores Return Policy.
To return your purchase take the item(s) you wish to return or exchange to a Zimmermann Store, along with your confirmation email and all other paperwork and packaging included in your order. Zimmermann Outlets, and Head Office are excluded.
All in-store refunds will be processed by our Online Client Services team.
Note: Only stores that have reopened are able to accept returns. Click here to see if your local store has reopened.
The process for returning an online order by courier is detailed below:
1. Submit a Return Request
Click here to submit an online return request and follow the steps. A return request must be submitted to receive your refund within normal processing times.
On completion of this process you will receive an email confirming your return details.
You may select a refund, store credit, or exchange for all or some of your items. If selecting exchange, specify the item you would like to request in the comment box. If your chosen item is not available, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.
2. Complete the Returns Form
All deliveries come with an Online Store Returns Form. This must be completed and sent to us with your return.
3. Pack Your Return
When returning items ensure you enclose:
• The completed Returns Form, including your return number
• Your Invoice (included in your delivery)
• The item(s) for return, including packaging
4. Send Your Return
Within the US:
• Affix the returns label (enclosed in your original shipment) to the outside of the package;
• Click here to arrange a free collection with FedEx, or call them on 1-800-463-3339. Alternatively, place your parcel in a FedEx drop box or FedEx facility.
For returns sent by mail, use an express postal service to ensure your item is received within the accepted timeframe. For returns sent by courier, use a reputable courier company such as FedEx.
Send your return to:
Stellae International C/O Zimmermann
333 Smith Street
Farmingdale, NY 11735
For international returns state on the outside of your parcel that this is a ‘return to shipper’ and note the original tracking number.
Zimmermann is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive your new item (for exchanges), credit note, or refund on the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. You will receive email notification once your return is processed, this will occur within 5-8 working days of receiving your return.
Returns or exchanges will only be accepted with proof of purchase on items within 15 days from the date of delivery. Items returned outside their respective period will not be accepted. An online return request must be submitted to receive your refund within normal processing times. Returns received without a request may take up to 30 days to be processed.
Download a copy of the Returns Form.