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CUSTOMER CARE

RETURNS & REFUNDS

Subject to our Terms & Conditions, you are entitled to return products if you change your mind within thirty (30) calendar days of receiving the products.

We will collect returns from your home, work or other address for free.

To Process a return, just follow these simple steps:

1. Make sure the products have not been used, worn, washed or damaged and that they have the identification tag for return.

2. Returned items must be accompanied with Return Form and the original receipt which was included in the package sent to you.

3. Prepare the package and stick the shipping label designed for Freight Collect on the box over the previous delivery information. This shipping label was included in the package when it was initially sent to you.

4. Call Sagawa and arrange a suitable date for collection; our courier will collect the package from wherever you wish. To book your return, please contact Sagawa of your area for pickup, below you can find the phone number list. Working hours: Weekdays 8:00-17:00 ; Sunday and holidays 8:00-15:00

You are also entitled to return products ordered via zegna.com to a Zegna Store for a maximum of thirty (30) calendar days following the date of delivery. (Please refer to below In-store Returns for the list of Zegna stores.)

The products should not have been used, worn, washed, altered or damaged. Only Ermenegildo Zegna has the right to determine whether products are in their original condition.

The identification tag for return should still be attached to the products.

The products should be returned in their original packaging.

Please note that we are unable to accept returns of the following products:

1. Sealed products that were opened following delivery, where return of such products is unsuitable for health or hygiene reasons (for example, underwear and fragrances);

2. Products that are personalized or made to your specifications; or

3. Products that have become inseparably mixed with other items after delivery.

All returned products will be checked by Ermenegildo Zegna within five (5) working days from the time we receive the parcel. We will send you an email confirming acceptance of the returned products and the refund due to you. In the case of a denied return our customer service will notify you of the reason and the package will be returned to you. Please note that various payment providers have different processing times for refunds and it may take a number of working days for refunds to be processed back to your original form of payment.

Returns must be sent from the same country in which your order was placed. We will not be able to accept returns from different countries.

We do not accept exchanges or provide refunds for purchases made in Ermenegildo Zegna stores via this return process.

If you prefer, you may return products using a courier of your choice. We suggest using a shipping service that allows you to track and insure your package, as we are not responsible for returned products during delivery when you arrange shipping yourself.

Ship returns to:

Ermenegildo Zegna Ginza Global Store

Zegna Bldg. 2-6-16 Ginza,

Chuo-ku 104-0061,

Tokyo,

You can find this address also on the shipping label.

In-store Returns

You are also entitled to return products ordered via zegna.com to a Zegna Store for a maximum of thirty (30) calendar days following the date of delivery.

Follow the steps listed below:

1. Ensure that the products you are returning are in their original condition, with all tags and packaging included;

2. Pack the products in the original order box without sealing the package;

3. Bring this package to one of below Zegna stores along with the delivery document and pre-paid return label, both included in the original package.

Should your return meet our conditions stated above, you will receive an email confirming acceptance of the returned products and the refund due to you. In the case of a denied return our customer service will notify you of the reason and the package will be returned to you.

When you return a product to a Zegna store, it will not be possible to credit the refund to your credit or debit card or refund to you by cash on the spot. Please note that various payment providers have different processing times for refunds and it may take a number of working days for refunds to be processed back to your original form of payment.

In-store you will receive a slip for a receipt of returned products to keep until you receive the email with refund confirmation.

Online returns can be brought to one of Zegna stores below;

Ermenegildo Zegna Ginza Global Store

Zegna Ginza Building

2-6-16 Ginza, Chuo-ku, Tokyo

 

Ermenegildo Zegna Osaka Global Store

1-6-18 Shinsaibashi-suji, Chuo-ku, Osaka-shi, Osaka

 

Ermenegildo Zegna Marunouchi Store

1-10-1 Yurakucho, Chiyoda-ku, Tokyo

 

Ermenegildo Zegna Marui Imai Sapporo Store

Ichijo Bldg. 5F, Marui Imai Sapporo Main Store

2-11 Minami Ichijyo Nishi, Chuo-ku, Sapporo, Hokkaido

 

Ermenegildo Zegna Seibu Ikebukuro

5F SEIBU IKEBUKURO

1-28-1 Minami Ikebukuro, Toshima-ku, Tokyo

 

Ermenegildo Zegna Matsuzakaya Nagoya

2F North Bldg., Matsuzakaya Nagoya

3-16-1 Sakae, Naka-ku, Nagoya-shi, Aichi

 

Ermenegildo Zegna Seibu Shibuya

B Bldg. 6F SEIBU SHIBUYA

21-1 Udagawa-cho, Shibuya-ku, Tokyo

 

Ermenegildo Zegna Daimaru Kyoto

5F Daimaru Kyoto

79 Shijo Street Takakura Nishiiri, Tachiurinishimachi,

Shimogyo-ku, Kyoto-shi, Kyoto

 

Ermenegildo Zegna Sogo Yokohama

5F SOGO YOKOHAMA

2-18-1 Takashima, Nishi-ku, Yokohama-shi, Kanagawa

 

Ermenegildo Zegna Hankyu Men's Osaka

3F Hankyu Men's Osaka

7-10 Kakuda-cho, Kitaku, Osaka-shi, Osaka

 

Ermenegildo Zegna Nihombashi Mitsukoshi

2F Nihombashi Mitsukoshi Main Store

1-4-1 Nihombashimuromachi, Chuo-ku, Tokyo

 

Ermenegildo Zegna Daimaru Kobe

6F Daimaru Kobe

40 Akashimachi, Chuo-ku, Kobe-shi, Hyogo

 

Ermenegildo Zegna Isetan Shinjuku store

4F Men's Bldg., ISETAN Shinjuku store

3-14-1 Shinjuku, Shinjuku-ku, Tokyo

 

Ermenegildo ZegnaTenmaya Okayama shop

4F Tenmaya Okayama

2-1-1 Omote-cho, Kita-ku, Okayama-shi, Okayama

 

Ermenegildo Zegna Hankyu Men's Tokyo

3F HANKYU MEN'S TOKYO

2-5-1 Yurakucho, Chiyoda-ku, Tokyo

 

Ermenegildo ZegnaFukuya Hatchobori 

3F Fukuya Hatchobori Main Sore

6-26 Ebisu-cho, Naka-ku, Hiroshima-shi, Hiroshima

 

Ermenegildo Zegna Takashimaya Shinjuku Store

5F TAKASHIMAYA Shinjuku Store

5-24-2 Sendagaya, Shibuya-ku, Tokyo

 

Ermenegildo Zegna Daimaru Fukuoka Tenjin

Main Bldg. 4F Daimaru Fukuoka Tenjin

1-4-1 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka

 

Ermenegildo Zegna Takashimaya Nihombashi Store

6F TAKASHIMAYA Nihombashi Store

2-4-1 Nihombashi, Chuo-ku, Tokyo

 

Ermenegildo Zegna Iwataya

5F Main Bldg. IWATAYA

2-5-35 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka

 

Sagawa Phone Numbers

  • Hokkaido 0120-444-220
  • Tohoku 0120-177-444
  • Hokuriku 0120-17-3091
  • Kanto 0120-28-8817
  • Tokai 0120-851-577
  • Kansai 0120-30-8866
  • Chugoku 0120-016-333
  • Shikoku 0120-225-111
  • Kyushu 0120-555-555