Widerrufsrecht

Returns and Refunds

We want you to feel confident in your purchase. If something is not right, we are here to help.

60-Day Return Window

You may return your order within 60 days of delivery. To be eligible, items must be unused, unwashed and in their original packaging with all tags intact.

This is in addition to your statutory 14-day right of withdrawal under EU consumer law, during which you may return your order for any reason.

How to Initiate a Return

Email us at support@zilksleep.com to request a return. Once your request is approved, we will send you a prepaid return label along with instructions. A return shipping fee of €8 will be deducted from your refund.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are processed to your original payment method. Please allow time for your bank to process the refund. Original shipping charges are non-refundable unless the item arrived damaged, the wrong item was sent, or the order never arrived.

Order Never Arrived

If your tracking shows delivered but you have not received your package, please first check with neighbors and your local PostNL pickup point. If the package still cannot be located, contact us at support@zilksleep.com within 14 days of the delivery date shown on tracking. We will open an investigation with the carrier and, where appropriate, send a replacement at no cost or issue a full refund.

If your order has not been marked delivered and is significantly delayed beyond the estimated delivery window, contact us and we will open a carrier investigation. Replacements or refunds will be issued once the package is confirmed lost.

Wrong Item Received

If you received an item different from what you ordered, contact us at support@zilksleep.com within 14 days of delivery with your order number and a photo of the item received. We will arrange a prepaid return label at no cost to you and ship the correct item as soon as the return is in transit, or issue a full refund if you prefer.

Damaged or Defective Items

If you received a damaged, defective or incorrect item, the return shipping cost is covered by us. Please contact us at support@zilksleep.com with details and we will arrange next steps.

Exchanges

We accept exchanges within 60 days of delivery. Items must be unused, unwashed and returned in their original packaging with all tags intact. To request an exchange, email us at support@zilksleep.com. Once your return is received and inspected, we will process your exchange. If the replacement item is higher in value, the difference will be charged separately. During the statutory 14-day withdrawal period, return shipping for exchanges is covered by us. For exchanges requested after 14 days, a return shipping fee of €8 applies.

Questions

Contact our customer service team at support@zilksleep.com.