Last updated: May 28, 2024

1. Overview

At OptaZone (“we,” “us,” or “our”), we take great care in preparing and shipping your fashion items. If you’re not completely satisfied due to an error on our part, we will gladly refund your purchase. However, we do not offer refunds or exchanges for customer errors, such as ordering the wrong size, changing your mind, or other mistakes made at the time of purchase.

2. Non-Refundable Situations

  • Incorrect size or color chosen by the customer
  • Changed mind or decided you no longer want the item
  • Failure to provide accurate shipping information
  • Any other mistake made when placing the order

In these cases, we cannot issue a refund, exchange, store credit, or free return shipping.

3. Refunds for Our Errors

We will issue a full refund (including original shipping costs) if your order is incorrect due to our error, such as:

  • Wrong item shipped
  • Incorrect size, color, or style sent
  • Damaged or defective product received

Refunds are processed using the same payment method you used at checkout. It may take 5–10 business days for the refund to appear on your account, depending on your bank or card issuer.

4. How to Request a Refund

  1. Contact us within 7 days of receiving your order at [email protected]. Include your order number, a brief description of the issue, and a photo of the item if it is damaged or incorrect.
  2. Wait for our confirmation email with a Return Authorization Number (RMA) and instructions for return shipping.
  3. Ship the item back to us in its original packaging within 14 days of your RMA confirmation. Please include all tags and accessories.
  4. Once we receive and inspect the returned item, we will notify you of your refund status.

5. Return Shipping

If the return is approved due to our error, we will provide a prepaid return label (domestic only) or reimburse you for reasonable return shipping costs (international returns). If the item is being returned for any other reason (customer error), you are responsible for all return shipping charges and duties.

6. Exchanges

Because we cannot restock items until they are returned, we treat an exchange as a return and a new purchase. If you need a different size or color, please follow the refund process above and place a new order on our website.

7. Contact Information

If you have any questions about our Refund and Returns Policy, please reach out:

OptaZone
Boxhagener Straße 34,
10245 Berlin,
Germany
Email: [email protected]