Customer care
Aftercare
Aftercare Service
At Paul Zeist, we want you to enjoy your purchase for years to come. Our Aftercare service is here to support you if you experience an issue with an item you bought from us, online or in one of our stores in Zeist, the Netherlands.
Whether your item arrived damaged, is missing a part, or has developed a manufacturing issue over time, we are here to help.
Submit your request below and provide as much detail as possible, including your proof of purchase, a photo of the label inside the item and clear photos of the issue. Our team will review your request, consult the brand where needed and get back to you by email within 10 working days. Please note that we handle Aftercare requests only through this form, not by phone or in our stores.
A fault is a defect in material or workmanship, for example a seam that comes loose or a zip that breaks during normal use. If you are not sure, submit a request with photos and we will look at it with you.
Normal wear and tear such as pilling, fading, shine or creasing, damage caused by not following the care label, accidents, alterations or repairs not carried out by us, and natural characteristics of materials such as leather, suede, wool, cashmere, linen and down (for example slight colour variations or some down escaping through the seams).
As soon as you notice the issue. Please report visible defects within 14 days of delivery and other defects within two months of discovering them.
Yes. Our Aftercare service is for items bought online and in our stores in Zeist, the Netherlands. Instead of an order number, upload a photo of your receipt as proof of purchase.
Only through the form: click Submit a request above and complete it. We cannot handle requests by phone. You will need your proof of purchase (order confirmation or receipt), the date of purchase, a short description, a photo of the label inside the item showing the article number, and clear photos of the issue.
Please let us know within 14 days of delivery through the request form, with photos of the item and the packaging. Keep all packaging and labels until we have answered.
Our team reviews your request and the photos. Where needed, we ask the brand to assess the issue. We get back to you by email within 10 working days with the outcome or the next steps.
No. Please wait until we have reviewed your request. If we need to see the item, we will tell you how and where to send it. Please return it clean and include your name and request details.
If your request is justified, we reimburse the reasonable cost of sending the item to us. If the brand finds no fault, we return the item to you and the return shipping and any assessment costs, up to €25, are for your account.
You are entitled to repair or replacement at our expense. If that is not possible or takes too long, you are entitled to a price reduction or a refund. If an item can no longer be supplied, we offer an equivalent item or a refund.
Most repairs take 4 to 6 weeks, depending on the brand and the type of repair. We keep you updated by email.
Always follow the care label in the garment. On most product pages you will find the washing instructions under Details & fit.
