FAQ
SHIPPING & RETURNS
Do you offer free shipping?
Yes, we offer free worldwide shipping with a minimum purchase required based on your country of delivery. Please visit our Shipping and Payment page for more info.
Can I change the shipping address of an order previously placed? / I accidentally provided the incorrect shipping address, how do I change it?
We are only able to change shipping addresses for orders that have not been processed for shipping. If your order has not been processed and the new delivery address is within the same country, kindly email service@zoeva.de with your Order ID, full name and corrected information.
If your order is returned to us due to an incorrect address, our Customer Service team will contact you for a refund or change of address.
I want to return my products. How can I do that?
You can return unused products purchased from zoevacosmetics.com with the original packaging within 14 days of receiving your order. Please note the following points:
- To be eligible for a return, products must be in a complete, unused and undamaged condition.
- We kindly ask you to mark the parcel with "return" and include the invoice.
- Please note that the purchaser will be responsible for paying any return shipping charges. We request a proof of postage when returning items. ZOEVA is not liable for any lost return parcels.
- If the order was initially paid by bank transfer, please provide your bank details for a prompt refund.
- Please note that a refund will only be provided for the cost of the products and not the shipping cost.
Please send your return to the following address:
ZOEVA GmbH
Karl-Ritscher-Anlage 1-3
60437 Frankfurt
Germany
Can I change the items in an order I placed?
Once placed, we are unable to change the items within an order.
I paid for DHL, so why is my parcel with my local postal service?
We use DHL Premium Parcel as our shipping provider. This means DHL will deliver the parcel to your country, which will then be processed through customs and maybe handed over to the local postal service.
How do I find my tracking information?
An email with your tracking information will be sent to you as soon as your package is processed for delivery. Please allow 24 hours for the tracking link in the email to be activated.
For shipments outside of the EU, please note that due to customs, updates on your tracking information may take up to 14 days to occur. Please contact your local customs authority for questions or information on the customs process.
For any other assistance, kindly email our Customer Service at service@zoeva.de.
How do I find my domestic match code?
Once your package is delivered to your local postal service, please refer to your original DHL tracking link, which will be automatically updated with your domestic match code. Kindly also note that the link should be viewed on a desktop and not on a mobile device in order for the domestic match code to be visible.
My shipment is damaged or missing content. What should I do now?
Before accepting delivery, we highly recommend inspecting your package for any signs of damage. Once you sign and accept the delivery, it confirms that you received the package in good condition. If the outer package appears damaged in such a way that the contents could have also been damaged, we strongly recommend you decline the delivery. Once you have signed for delivery and noticed that your package is missing products or is damaged, please contact DHL and complete their damage notification form as soon as possible.
ORDERS & PAYMENT
Can I pay with credit card?
We accept credit card payment for selected countries. Please check our Shipping and Payment page to see if this payment method is available for your country.
What is Prepayment?
Prepayment requires a SEPA bank transfer to the account information provided in the order confirmation email. Kindly refer to your bank for more information regarding the transfer process.
How do I cancel my order?
Only orders that have not been processed for shipping are eligible for cancellation. If you have not received a shipping confirmation email, kindly provide us with the below information, along with your Order ID, and email it to service@zoeva.de for a cancellation free of charge.
I/We (*) hereby give notice that I/we (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper)
Date:
(*) Delete as appropriate
Can you mark my international order lower than the stated value/and or a gift?
We are unable to mark orders with a reduced value. As required by law, all orders will show their full value on your shipment’s customs form. Declaring that a paid order is a gift/reduced value in order to avoid import duties is a violation of international trade law. Customers are responsible for any taxes or tarries levied upon their purchase by their local customs office. Kindly contact your local customs authority for more information.
I received my tracking number, but why does it say “not found“?
Please allow 24 hours for your tracking number to update once you have received it by email. If it has been more than 24 hours, kindly contact our Customer Service at service@zoeva.de for assistance.
I have not received a shipping confirmation.
Please allow 3 business days, excluding weekends and bank holidays, for orders to be processed and for a shipping confirmation email to be sent. If it has been more than 3 business days, kindly contact our Customer Service at service@zoeva.de for assistance.
My parcel is late. What do I do now?
The estimated shipping for each country can be found on our web shop via this link.
Please note that all estimations are provided as business days, excluding weekends and bank holidays. For shipments outside the EU, please note that additional delays may occur due to customs. If this occurs, kindly contact your local customs authority for more information.
I forgot my password! What now?
Please ensure that the correct country is selected before attempting to log into your account. To request a new password simply choose the "Forgot Password?” option under "My Account" or write to service@zoeva.de. We will immediately provide you with a new password.
PRODUCT
Where do I find the ingredients of a product?
You can find a full ingredient list in the product description under the “Packaging/Content” tab.
My desired product is out of stock.
If a product is currently unavailable for purchase on our website, please enter your email address in the “Notify Me” window next to the product and confirm it. We will inform you as soon as the product is back in stock.
Which stores offer ZOEVA products?
To view a list of our international ZOEVA retailers click here. Please note that our full product range is not available at every location.
Does ZOEVA offer vegan products?
ZOEVA offers a wide selection of vegan makeup brushes.
Does ZOEVA test on animals?
ZOEVA does not conduct or condone testing on animals. We are committed to providing high-quality products that are cruelty-free. While some of our natural hair brushes are made from animal hair and some of our color cosmetics are not vegan, no animals are ever harmed during the manufacturing process.
What animal hair is used for the brushes?
The natural hairs of ZOEVA brushes are collected from goat hair, which is gently combed or shaved. No animals are harmed during this process.
What is the difference between the black and white brush hair?
ZOEVA white “Luxe“ brushes are crafted with a natural synthetic hair blend. All other brushes are made of pure synthetic hairs.
What materials are used for the brushes?
A ZOEVA classic brush is handcrafted with a brush handle made of genuine wood which is lacquered six times, a resistant brass ferrule, and the finest natural synthetic hair blend or pure synthetic hair. Our ZOEVA Bamboo Vol. 2 brushes are handcrafted with genuine bamboo wood, aluminium ferrules, and pure synthetic brush hairs. ZOEVA Rose Golden Vol. 1 and Vol. 2 brushes are handcrafted with matte lacquered brush handles, brass ferrules, and the softest natural synthetic hair blend or pure synthetic hair. While our ZOEVA Rose Golden Vol. 3 brushes are handcrafted with stunning rose golden wooden handles and brass ferrules, and a fine natural synthetic hair blend or pure synthetic hair. Next, our ZOEVA Screen Queen brushes are made with genuine wood handles painted in a soft pink color, brass ferrules coated in a golden color, and the softest natural synthetic hair blend or pure synthetic hair. Finally, our ZOEVA Opulence brushes are designed with genuine wood which is lacquered six times and painted with a gorgeous plum color, a resistant brass ferrule coated in matte black, and pure synthetic brush hairs.
How can I clean my brushes?
Although all your brushes need a deep and intense cleaning regularly – at least every ten days – brushes for cream and liquid products such as foundation or concealer should be spot cleaned more often in order to keep them sanitized and avoid irritated skin or breakouts.
STEP 1
First, run the brush tip under lukewarm water. To avoid water getting into the handle, make sure that the hair points downwards at all times. Next, dispense a small amount of either a professional brush soap or a mild hair shampoo into the palm of your hand. Particularly natural hair needs careful cleaning – treat it like your own hair and pamper it with a drop of conditioner as an extra treatment for marvelously soft brushes.
STEP 2
Next, swirl the brush hair into the cleanser with circular movements until it works up a rich lather. Avoid pushing the brush to hard into your palm as this will destroy the shape of the hair.
STEP 3
Rinse the brush head thoroughly under lukewarm running water again. Then carefully squeeze the excess water out of the brush, pulling it in between your thumb and index finger. Repeat the cleansing process until the water runs entirely clear.
STEP 5
After washing, dry off the brush hair by swirling it gently in a cloth or towel and shape the hair back to its original silhouette as you go. Lay the brush flat to dry.
Bear in mind that your brushes will need a few hours to dry after a deep cleaning. Thus, we recommend washing them in the evening and letting them dry overnight.
Why is my ZOEVA brush shedding?
It is natural for our handset brushes to lightly shed. To minimize, gently wash your brushes. If the issues persist after several washes, kindly contact our Customer Service Team with your full name, Order ID, and photos of the brush to service@zoeva.de.
How are your products tested?
The ingredients and textures used are in accordance with the current Cosmetics Directive and have undergone toxicological and safety evaluative testing to ensure product safety. Furthermore, we are committed to providing high-quality products that are never tested on animals.
Where are your products made?
Every brush is traditionally handmade in the PRC by specially-skilled brush masters. ZOEVA makeup products are made in Europe.
OTHER
May I become an official reseller of your products?
We are more than happy to review your collaboration ideas once you have completed our Wholesale Form here. For additional questions, contact wholesale@zoeva.de.
I would like to report a website error.
Please let us know if you experience any difficulties on our website at service@zoeva.de
Do you offer a makeup artist program or discount?
At the moment, we do not have a makeup artist program or discount. However, we do encourage you to kindly sign up for our newsletter for any updates.
I have a YouTube channel and would love to feature your products!
We are always looking for new bloggers to support on a product basis only. Kindly email our Blogger Relations team at blogger@zoeva.de for consideration.
How do I unsubscribe to the newsletter?
The link titled ‘unsubscribe’ may be found at the bottom of the newsletter.
CONTACT
What are ZOEVA's contact email addresses?
Customer enquiries: service@zoeva.de
Blogger related enquiries: blogger@zoeva.de
Press enquiries: press@zoeva.de
Wholesale enquiries: wholesale@zoeva.de
