STANDARD SHIPPING IS FREE ON EVERY ORDER WHEN LOGGED IN AS A ZEGNA MEMBER

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CUSTOMER CARE

If you need assistance, please do not hesitate to get in touch with our customer care team.

We look forward to helping you with your query.

Returns & Refunds

Returns

Subject to the Terms and Conditions provided, you are entitled to return products if you change your mind about the products within thirty (30) calendar days from receipt.

We will collect returns at your home, work or another address for free, 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 with the disposable seal still attached;
  2. Return items must be accompanied with Return Form and the original receipt/tax invoice which were included in the package sent to you;
  3. Prepare the package and stick the pre-paid FEDEX label on the order box over the previous delivery information. This pre-paid FEDEX label was included in the package when was initially sent to you. Call FEDEX and arrange a suitable date and address: our courier will pick up the package wherever you wish. 

The FEDEX number to book your return is: 01 800 00 333 39

Please note the following in respect of returns:

  • The products should not have been used, worn, washed or damaged. Only Zegna has the right to determine whether products are in their original condition;
  • The identification tag with the disposable seal should still be attached to the products; and
  • The products should be returned in their original packaging.

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

  • Sealed products unsealed by you following delivery, where return of such products is unsuitable for health or hygiene reasons (for example, underwear and swimwear);
  • Products that are personalized or made to your specifications; or
  • Products that have become inseparably mixed with other items after delivery.

We will check the returned products, and if we accept your return we will do so within five (5) working days and send you an email confirming acceptance of the returned products and the refund due 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.

Send your return from the same country in which you place your order. We will not be able to accept returns from different countries.

We do not accept exchanges or provide refunds in Zegna stores for goods purchased online or vice-versa.

If you prefer, you may return products using a courier of your choice. If you arrange shipping on your own, these shipping costs will not be deducted from your refund. For your sake, 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
  • Av. Presidente Masaryk 454, Local 1-2, Col. Polanco, 11550, Mexico, DF
  • You can find this address also on pre-paid label and on return form.

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:

  • Ensure that the products you are returning are in their original condition, with all tags (with disposable seals) and packaging included;
  • Pack the products in the original order box without sealing the package; and
  • Bring this package to the store of your choice along with the delivery document and prepaid return label, both included in the original package.

Please find below the list of the stores in which you can pick up your order:

  • Ermenegildo Zegna Boutique Cancun
  • Fashion Harbour La Isla Shopping Village,
  • L-26, Blvd. Kukulcán Km 12.5, ZH Cancun - 77500 - Cancun [MX]

 

  • Ermenegildo Zegna Guadalajara (Galerias)
  • Av. Rafael Sanzio 150 L. N12 y N13, Col. 
  • La Estancia, Centro Comercial Galerias, 
  • Guadalajara - 45020 - Guadalajara [MX]

 

  • Ermenegildo Zegna Boutique Masaryk
  • Av. Presidente Masaryk 454 L-1 y 2, 
  • Col. Polanco - 11550 - Mexico City [MX]

When you return a product to a Zegna store, it will not be possible to credit the refund to your credit or debit card at that time.

Should your return meet our return conditions, you will receive a confirmation e-mail as soon as the refund for your return has been issued.

In-store you will receive just a credit note printed document to keep until you will receive the email with refund confirmation.

Refunds

After our warehouse has received your return and verified that all of the above conditions have been met, you will receive an e-mail confirming acceptance of the return.

Receipt of refund will depend on the policies of the credit card company used to purchase the product.

The date of the refund will coincide with the date of the original payment, so you will not incur interest fees.