Shipping and Return Policy 🚚

🚚 Shipping Policy

Powered by ZEOS (Zalando’s Premium Fulfilment Network)
We’re thrilled to partner with ZEOS, leveraging their extensive 12-centre fulfilment network across Europe, powered by cutting-edge tech, optimized inventory flows, and eco-efficient logistics. This ensures your order is shipped quickly and reliably from Germany, with no customs fees or hidden charges.

Dispatch & Delivery Times

We aim to dispatch every order within 48 hours from our German warehouse. Delivery times vary slightly by destination:

Once your order ships, you’ll receive an email with a tracking code, so you can follow its journey every step of the way.

Shipping Rates

• Orders €50+: Free standard shipping

• Orders < €50: Flat rate of €9.99

🌱 Sustainability Highlights

Your order is not only handled quickly, but also with care for the environment. ZEOS/Zalando’s logistics are designed to reduce carbon emissions through:

• Order consolidation: Combining multiple items into single parcels, cutting down on packaging and transport partner.zalando.compartner.zalando.com

• Smart routing & AI: Minimizing distances and unnecessary emissions using advanced tech

• Eco-packaging goals: Zalando is committed to reducing single-use plastics and achieving carbon neutrality across operations partner.zalando.com+9corporate.zalando.com+9voguebusiness.com+9

🔄 Returns & Refunds

Not quite what you expected? No worries.

1. Process a return within 30 days of receiving your order (visit returns.toucheprive.com).

2. You’ll receive a return label. Please note, €3.95 shipping fee will be deducted from your refund (effective from June 30, 2025)

3. Package securely with original packaging, paperwork, parts, and accessories.

4. Once returned to a nearby ZEOS return centre, returns are processed within 1–2 days.

5. After inspection, we’ll issue a refund (including original purchase price) within 14 days, minus original outbound shipping.

We pride ourselves on making returns easy, friendly, and fast—just follow the simple instructions and we’ll take care of the rest.

Products from different orders must be returned in separate packages with individual return requests.

Exceptions

• Used, worn, or altered items cannot be accepted.

• Damaged or defective items: please notify us within 14 days and we’ll arrange a replacement or refund at no extra cost.

❓ FAQs & Support

What if delivery fails?
If the carrier misses you, they’ll leave a note with options to re-deliver or collect. After a few attempts, the package returns to us. We’ll reach out to facilitate reshipment (additional shipping fee applies).

Who do I contact for shipping queries?
Reach us anytime at care@toucheprive.com — we’re here to help!