Terms and Conditions

1. Delivery/shipping

ZOLES® currently ships to the following countries: Belgium, Canada, Denmark, Estonia, Finland, France, Netherlands, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Saudi Arabia, Slovakia, Slovenia, Spain, United Kingdom (UK), Sweden, Czech Republic, Türkiye, Germany, Hungary and Austria.

ZOLES® strives to dispatch orders within 5 business days after receiving the order.
Orders are generally shipped to the ZOLES® partner through whom the insoles were ordered, unless another delivery method is selected.
Delivery is made by postal service either to a parcel locker/shop or to the home address.
Shipping costs depend on the destination country.

ZOLES® is not responsible for delays or non-delivery caused by events beyond our reasonable control.
We currently ship to the countries listed at checkout. Customers outside these countries may still create an account and complete a free digital foot analysis, but orders cannot yet be shipped to their region.

2. Prices and payment

All prices are stated in EUR, inclusive of VAT within the EU.
Payment can be made by Visa, MasterCard, debit card, Apple Pay or Google Pay.
Because ZOLES® insoles are custom-made and produced only after an order is placed, payment is charged immediately upon ordering.
If you purchase through a dealer, the dealer’s own payment terms apply.

3. Right of withdrawal

According to Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to goods that are clearly personalized.
However, ZOLES® allows cancellation within 24 hours of placing the order by email to zoles@zoles.eu with the subject line “Cancellation”.
After 24 hours, a €20 production and administration fee will be charged, as production will already have begun.

4. Returns

Although custom-made insoles are exempt from the standard right of return, ZOLES® voluntarily offers a 30-day satisfaction guarantee from the date of delivery.
Returned insoles will be refunded minus a €20 production and administration fee.
Return shipping costs are borne by the customer.

Refunds are made to the original payment card as soon as possible.
ZOLES® reserves the right to refuse service to customers who repeatedly misuse the return policy.

Return address:
ZOLES® international ApS
Bybjergvej 13
3060 Espergaerde, Denmark

If your purchase was made through a third-party retailer, returns must be handled through that retailer.

5. Shoes and Other Non-Custom Products

Returned items must be unused and in original packaging with all labels attached.
When trying on shoes, use a clean surface to avoid marks.
Used or worn items cannot be refunded for hygiene reasons.
Attach no shipping labels directly to the shoebox.
Refunds are issued to the original payment method, minus shipping fees, once the return is received and approved.

6. Legal Guarantee (Complaints)

ZOLES® provides a 2-year warranty in accordance with the Purchase Act. The warranty covers manufacturing and material defects, which you find under normal use of the item. However, it is conditional that it is justified to complain and that it is done within a reasonable time after the defect has been discovered. All items that are to be complained about must be sent to the return address mentioned in point 4. The complaint must be justified. If the insoles have broken due to wear and tear, it is not covered by the warranty. If the insoles have broken due to misuse, it is not covered by the warranty. If the defect is due to incorrect use of the product or other damaging behavior, it is not covered by the warranty. For insoles with limited durability, such as for sports use, your complaint opportunity is limited by the durability period. You can complain within a “reasonable time” after you have discovered the defect in the item.

Always remember to send the item back in proper packaging. We cannot refund items that have not been properly packaged for shipment. We do not accept items sent without prior agreement. In case of complaints, contact zoles@zoles.eu.

7. Dispute Resolution

If you wish to submit a complaint, you may contact: The Danish Competition and Consumer Authority – Center for Complaint Resolution, Carl Jacobsens Vej 35, 2500 Valby, Denmark. Website: www.forbrug.dk

Consumers residing in the EU may also use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/odr
(Note: this service will be discontinued on 20 July 2025.)

 

These Terms and Conditions are governed by Danish law and the applicable EU consumer protection regulations and were updated on November 12, 2025.