Terms and Conditions

1. Delivery/shipping

ZOLES® strives to dispatch the order within 5 business days after receiving the order. ZOLES® generally ships to the ZOLES® partner through whom the insoles were ordered unless another delivery method has been selected.

ZOLES® is not responsible for delays or non-delivery of goods due to an action or event beyond ZOLES®’ control.

Delivery will be via postal service either to a parcel locker/shop or to the home address.
The shipping cost depends on the country to which the package is sent.

2. Prices and payment

All prices are stated in EUR and include VAT.

The payment methods are Visa, MasterCard or debit card. Additionally, you can use ApplePay and GooglePay. Since ZOLES® produces custom-made products that are designed and produced only when the customer has ordered the product, ZOLES® charges the money for the purchase upon order.

If you buy through a dealer, you use the dealer’s payment arrangement.

3. Right of withdrawal

You have the right to cancel your purchase if the cancellation occurs within 24 hours after ordering. The cancellation must be made in writing by email to zoles@zoles.eu with the title “Cancellation” in the subject field. If the cancellation occurs after 24 hours, a 20 EUR environmental fee will be charged, as the production of the insoles will have begun.

4. Returns

We are not obligated to provide a return policy, as our products are individually produced for each customer and therefore cannot be resold, according to the Consumer Contracts Act § 18, section 2, no. 3. However, ZOLES® has chosen to offer a return policy within 30 days after receiving the item with a refund of the purchase price minus a 20 EUR environmental fee. You are responsible for the costs associated with returning the item. In case of a full return, only the standard shipping fee will be refunded. For partial order returns, the shipping fee refund is void.

In the event that a refund is required, the amount will be refunded to the cardholder’s card as soon as possible. ZOLES® reserves the right to exclude customers who abuse our return policy and likewise blacklist customers who have returned insoles within 90 days.

In addition, the Consumer Contracts Act applies.

Return address:
ZOLES® ApS, Bybjergvej 13, 3060 Espergærde

The customer can only get a refund for the price of the insoles and not for the consultation and scanning performed in a ZOLES® store.

If the purchase of ZOLES® insoles is made through a third party, all returns must be made through the third party.

5. Return of shoes

Returned items must be in the same condition as when received, and all price tags and labels must still be attached.
When trying on shoes, you must do so on a carpet or another soft surface to prevent the soles from becoming worn and marked. If this is the case, we cannot accept the return of the shoes.
If the item has been used, ZOLES® cannot resell the item for health and safety reasons. Therefore, the item’s value is set to 0 DKK.
All returned items must be sent back in the original box/packaging (unless it is a complaint). No labels/stickers should be placed outside the shoebox.
We will refund the amount you paid minus the shipping fee when we receive the returned item.
We refund using the original payment method, unless otherwise agreed.

6. 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. Complaint

A complaint about an item purchased from ZOLES® ApS can be submitted to the Danish Competition and Consumer Authority’s Center for Complaint Resolution, Carl Jacobsens Vej 35, 2500 Valby.

You can complain to the Center for Complaint Resolution via www.forbrug.dk.
The EU Commission’s online complaint portal for dispute resolution can also be used when submitting a complaint. This is especially relevant for consumers residing in another EU country. Complaints are submitted via the European Commission here. When submitting a complaint, you must provide our email address: zoles@zoles.eu.

The terms and conditions were updated on April 19, 2024.