RETURNS, EXCHANGES AND REFUNDS
We want the entire process to be simple and transparent.
If something is not exactly as you expected, you have 30 calendar days from the date you receive your order to exercise your right of withdrawal.
Size exchanges
Size exchanges are free of charge. You will only need to cover the cost of shipping the new size, according to the applicable rate for your region or country.
Once we receive and inspect the returned garment, we will prepare the shipment of the new size.
If the size you need is not available, you can request a refund by following our usual returns process.
Returns
You can initiate your return in two ways:
- From your account: go to Initiate return and manage the process directly.
- By email: write to us at hello@zymetric.pro and we will help you manage the process.
If you purchased as a guest, you can still access your order through Initiate return using the email address you used to place your order.
For returns under the right of withdrawal, the cost of return shipping will be borne by the customer and deducted from the amount to be refunded.
Fees for exchanges and returns
The costs associated with exchanges and returns depend on the region or country from which the return is made.
Please refer to the table below to find the applicable cost:
| Zone | Cost |
|---|---|
| Spain — Peninsula | 5 € |
| Spain — Balearic Islands | 7 € |
| Spain — Canary Islands | 15 € |
| Spain — Ceuta and Melilla | 15 € |
| Andorra | 15 € |
| Mainland Portugal | 9 € |
| Europe 1 | 20 € |
| Europe 2 | 20 € |
| United Kingdom | 25 € |
| America 1 | 35 € |
| America 2 | 35 € |
| Oceania | 35 € |
| Asia | 40 € |
For size exchanges, returning the garment is free of charge. Shipping the new size will cost the applicable amount for your region or country.
For returns under the right of withdrawal, the cost of return shipping will be borne by the customer and deducted from the amount to be refunded. The cost is the same whether you choose to return your order via Correos, Citypaq or home collection.
If the product has a defect or the error is attributable to Zymetric, we will cover all costs associated with the process.
How to make a return?
Once your return request has been initiated, we will ask you to choose how you would like to return your order.
1. Drop-off at a Correos office or Citypaq location (recommended option)
The simplest and most convenient option, allowing you to drop off your package at your convenience. If you use Citypaq, you may not need to print the return label.
Before making your return, please check the instructions on the Correos website and follow the steps provided.
2. Home collection
If you prefer this option, we can arrange collection from the delivery address of your order.
The cost will be the same as for a return via Correos or Citypaq.
Write to us and we will help you arrange it.
Once you have chosen your preferred option, you will receive the corresponding return label by email.
Prepare your return
For us to accept your return, the garment must be in its original condition:
- Unused.
- Unwashed.
- Free from stains or odors.
- With all original tags attached.
Place the garment in the same bag or box in which you received it to protect it during transport.
If you use a return label, place it on the outside of the package, covering or removing any previous shipping labels.
Once we receive the garment, we will inspect its condition before processing your refund or exchange.
When will I receive my refund?
Once we receive the returned product or products at our warehouse, we will inspect their condition and, if everything is in order, process the refund using the same payment method used for the original purchase.
In accordance with the European regulations applicable to the right of withdrawal, the refund will be issued without undue delay and, in any case, within a maximum of 14 calendar days from the date on which you informed us of your decision to withdraw from the contract. However, we may withhold the refund until we have received the returned products.
For returns under the right of withdrawal, the cost of return shipping will be borne by the customer and deducted from the amount to be refunded.
If you paid shipping costs when placing your order, we will also refund this amount up to the cost of the cheapest standard shipping option available. If you chose a faster or more expensive shipping method, the difference will not be refundable.
The time it takes for the refund to appear in your account will depend on your bank and the payment method used.
Defective product or error in your order
Although we work to ensure that every garment arrives in perfect condition, if you receive a defective, damaged or incorrect product, please write to us at hello@zymetric.pro, including your order number and explaining what happened. If possible, please include photographs so we can review the case.
If the problem is due to a product defect or an error on our part, we will cover all costs associated with the return and replacement shipment.
Products not eligible for return
For hygiene reasons, we do not accept returns of socks.
Gift Cards
Gift Cards are non-returnable and non-refundable.
Sustainability is also in what you don't see
Every return means additional transport and environmental impact.
That is why we recommend using options such as Correos or Citypaq, which allow you to return your order flexibly and, if you prefer, without having to print a label.
We don't want sustainability to be just a phrase we put on a garment label. We want it to be present in the less visible decisions too.
If you need anything, we are here to help: hello@zymetric.pro