- What are the deadlines for exchanging or returning an item?
- How to exchange an item?
- How do I return a purchase?
- Have you received my feedback?
- When will I be reimbursed for my online purchase?
- What should I do if my package arrives damaged?
- What should I do if the item has a defect?
What are the deadlines for exchanging or returning an item?
Without prejudice to your legal right of withdrawal and if for any reason you are not satisfied with your purchase from the EZALYA online store, you have 14 days from receipt of the products by you or by a third party appointed by you, to return the products.
How to exchange an item?
You have the possibility of exchanging any product ordered on the site www.ezalya.com within 14 days of the date of receipt of your order.
To exchange a product, you can connect to your personal account, in the "My orders" section and declare that you want a return for "exchange". The exchange can only be done on the same reference with a change of color or size depending on availability.
The products must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. They should therefore not be used, washed or damaged.
The return address is indicated on the return form that you can download from your customer area, and below:
For all the orders in Switzerland :
CARALI SARL - Returns Service EZALYA
AVENUE DE LA SALLAZ 58
1010 LAUSANNE
SUISSE
For all the orders out Switzerland :
EDYNA for EZALYA
EZALYA Returns
Upon receipt of the product, EZALYA will proceed with the exchange within 14 days subject to availability.
How do I return a purchase?
You have the possibility to return for reimbursement all products ordered on the site www.ezalya.com within 14 days of the date of receipt of your order.
To do this, you must declare your return by logging into your "My Account" area and clicking on "My Orders". Then select the order for which you wish to make your return and click on the "Return" button. You can then indicate which items you wish to return.
You must enclose the return form previously completed and printed using the return form to be downloaded from your customer area with your package. Without this return slip, the return will not be taken into account by our logistics department.
Once your return request has been validated by our customer service, the products must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. They should therefore not be used, washed or damaged.
The return address is indicated on the return form that you can download from your customer area, and below:
For all the orders in Switzerland :
CARALI SARL - Returns Service EZALYA
AVENUE DE LA SALLAZ 58
1010 LAUSANNE
SUISSE
For all the orders out Switzerland :
EDYNA for EZALYA
EZALYA Returns
Upon receipt of the product, EZALYA will proceed with the exchange within 14 days subject to availability.
For EZALYA to take charge of any loss of products during return transport, we advise you to make all your returns by registered mail with acknowledgment of receipt, otherwise we will not be able to reimburse your products.
Have you received my feedback?
It takes around 10 working days for your package to reach us.
Once received, don't worry, a message will be sent to notify you that your return has been received.
In the event that you have not received confirmation of receipt by email within 10 days of your return, we invite you to contact customer service and we will get back to you as soon as possible.
We advise you to attach the reference of your package to your message.
When will I be reimbursed for my online purchase?
If the conditions mentioned above are met, you will be refunded the amount including tax of the returned items excluding delivery costs, except in the event of return of the entire order.
Your refund will take effect within thirty days of receipt of the items. You will be refunded to the bank account used for payment by re-crediting it via our payment partner Post Finance. Return shipping costs are your responsibility.
In the event that this return is due to an error on our part, the reshipment costs can be covered by a prepaid return label to be requested from Ezalya customer service.
What should I do if my package arrives damaged?
When receiving my packages, if I believe that the packaging shows signs of deterioration, I have the option of:
• Either refuse the package, it will then be returned directly to my sender;
• Or ask for it to be made available at my post office so that I can open it in the presence of an authorized agent.
If your package has been accepted by a third party whose identity you do not know, you can always
If you fill out the post office contact form, a customer advisor will study your request and an answer will be provided to you within 2 working days.
In any case, you cannot accept the package with reservations.
What should I do if the item has a defect?
We pay the greatest attention to the quality of our products. If, however, despite all the quality checks carried out, a defect is to be reported, we invite you to report this problem in order to be reimbursed.
Contact Ezalya customer service specifying:
• the order number (in the subject line of the email);
• attach photos of the product with visible defect;
• a photo of the label on the packaging;
Our customer service will get back to you within 7 days.
In the event that the defective item was returned, please respect the return procedure and indicate the reason for the return.
In the event of a proven defect on our part, the cost of returning and resending the item will be reimbursed.