Terms of service
TERMS AND CONDITIONS
Effective Date: 03-06-2026
These Terms and Conditions, together with any policies, notices, and additional terms incorporated by reference, constitute a legally binding agreement between you, the customer, user, visitor, purchaser, or person accessing the Website or online store, whether referred to as “Customer,” “User,” “you,” or “your,” and Zanclea, the business operating the Zanclea brand, Website, online store, products, services, and related e-commerce operations, whether referred to as “Zanclea,” “Company,” “we,” “us,” or “our.”
Zanclea is a business-to-consumer e-commerce brand engaged in the resale of handbags, accessories, and related fashion products. Products are offered for sale through the Website and may be stored, fulfilled, shipped, delivered, or otherwise supported through third-party service providers, including e-commerce platforms, payment processors, logistics partners, fulfilment providers, postal carriers, and customer support tools.
These Terms govern your access to and use of the Website, online store, product pages, checkout process, order placement process, payment features, customer account features, delivery services, return process, customer support channels, and any other related services, features, or functionality made available by or on behalf of Zanclea.
By accessing, browsing, using, creating an account, placing an order, making a payment, subscribing to updates, contacting customer support, initiating a return, or otherwise interacting with the Website or online store, you acknowledge that you have read, understood, and agree to be bound by these Terms and any policies incorporated by reference.
If you do not agree to these Terms, you must not access the Website, use the online store, place an order, or purchase Products from Zanclea.
These Terms apply to customers purchasing Products for personal, domestic, or non-commercial use. Unless Zanclea expressly agrees otherwise in writing, Products are not offered for wholesale, commercial resale, distribution, marketplace resale, or any other business purpose.
Nothing in these Terms is intended to exclude, restrict, or limit any mandatory consumer rights, statutory remedies, or legal protections available to you under applicable law. For customers located in the European Union, these Terms are intended to be read consistently with applicable EU and national consumer protection laws, including the customer’s statutory right of withdrawal and legal guarantee rights.
1. DEFINITIONS
1.1. In these Terms, the following words shall have the meanings given below:
1.1.1. “Website” means the Zanclea website, online store, product pages, checkout pages, customer account features, and related online services, including those operated through any third-party website, e-commerce, hosting, or technology platform.
1.1.2. “Products” means handbags, accessories, fashion items, and any other products offered for sale by Zanclea through the Website.
1.1.3. “Order” means a request placed by a Customer through the Website to purchase one or more Products.
1.1.4. “Order Confirmation” means any confirmation email, receipt, order summary, or message issued after an Order has been received, accepted, processed, or confirmed.
1.1.5. “Policies” means any additional policies, notices, checkout terms, product-specific terms, promotional terms, privacy notices, cookie notices, return instructions, delivery information, or customer notices made available on the Website or otherwise incorporated into these Terms.
1.1.6. “Logistics Partner” means any third-party fulfilment, warehouse, shipping, postal, courier, or delivery provider used by Zanclea from time to time.
1.1.7. “Shipping and Delivery Information” means the delivery destinations, estimated delivery timelines, shipping charges, carrier information, tracking information, failed delivery procedures, and other delivery-related information displayed on the Website, at checkout, in the Order Confirmation, or communicated by Zanclea to the Customer.
1.1.8. “Third-Party Service Provider” means any external platform or service provider used by Zanclea, including e-commerce platform providers, payment processors, hosting providers, analytics tools, marketing tools, logistics partners, fulfilment providers, delivery providers, and customer support tools.
1.1.9. “Legal Guarantee” means any mandatory statutory guarantee or conformity right available to a consumer under Applicable Law in relation to defective, damaged, incorrect, or non-conforming Products.
1.1.10. “Right of Withdrawal” means the legal right available to certain consumers under Applicable Law to withdraw from an online purchase within the applicable withdrawal period, without giving a reason.
1.1.11. “Return” means the process by which a Customer sends back a Product to Zanclea or to the return address designated by Zanclea, whether due to withdrawal, change of mind, defective Product, damaged Product, incorrect Product, or any other reason permitted under these Terms or Applicable Law.
1.1.12. “Refund” means the reimbursement of an amount paid by a Customer in respect of an Order or Product, subject to these Terms and any mandatory rights available under Applicable Law.
1.1.13. “Account” means any customer account, profile, login, or registered access created on or through the Website or any platform used by Zanclea.
1.1.14. “Applicable Law” means all laws, regulations, consumer protection rules, e-commerce rules, privacy laws, product safety requirements, and other legal requirements applicable to Zanclea, the Website, Products, Customers, or Orders.
1.2. References to the singular include the plural and vice versa. References to “including” mean “including without limitation.”
1.3. Nothing in these Terms is intended to exclude, restrict, or limit any statutory rights, remedies, Legal Guarantee rights, Right of Withdrawal, or mandatory consumer protections available to you under Applicable Law.
2. ELIGIBILITY AND CUSTOMER USE
2.1. The Website and online store are intended for customers who wish to browse, purchase, and receive Products for personal, domestic, or non-commercial use.
2.2. By accessing the Website, creating an Account, or placing an Order, you confirm that you are at least eighteen years old, or that you are using the Website with the consent and supervision of a parent or legal guardian. If you use the Website on behalf of another person, you confirm that you have authority to do so and that all information provided by you is accurate and complete.
2.3. You agree to provide true, accurate, current, and complete information when using the Website, placing an Order, making a payment, arranging delivery, requesting a Return, or contacting customer support. We will rely on the information provided by you to process Orders, arrange delivery, issue refunds, and provide customer support.
2.4. You are responsible for ensuring that your delivery address, contact details, billing information, and any other information submitted during checkout are correct. We will not be responsible for delays, failed deliveries, incorrect shipments, additional delivery charges, or refund issues caused by incomplete, incorrect, or outdated information provided by you.
2.5. Products sold through the Website are intended for personal use only. You must not purchase Products for wholesale, commercial resale, marketplace resale, distribution, or any other business purpose unless we have expressly agreed to this in writing.
2.6. We reserve the right to refuse, cancel, suspend, or limit any Order where we reasonably believe that the Order is fraudulent, inaccurate, placed for unauthorised resale, intended to misuse promotions or discounts, inconsistent with these Terms, or harmful to Zanclea, our customers, or our business operations.
3. PRODUCTS AND PRODUCT INFORMATION
3.1. Zanclea offers handbags, accessories, and related fashion products for sale through the Website. The Products are sold on a business-to-consumer basis and are intended for personal, domestic, or non-commercial use.
3.2. We make reasonable efforts to ensure that all Product descriptions, images, colours, materials, dimensions, prices, availability details, care instructions, and other information displayed on the Website are accurate, complete, and up to date. However, Product information may occasionally contain errors, omissions, or minor inaccuracies, and we reserve the right to correct such information at any time.
3.3. Product images are provided for illustration and presentation purposes only. While we try to display Products as accurately as possible, the actual colour, texture, finish, size, shape, hardware, lining, stitching, packaging, or overall appearance of a Product may vary slightly due to lighting, photography, screen settings, production batches, supplier variations, or natural material differences.
3.4. You acknowledge that handbags and accessories may contain minor variations in colour, texture, stitching, shape, hardware, lining, finishing, or packaging. Such minor variations will not be treated as defects where they do not materially affect the quality, function, durability, or ordinary use of the Product.
3.5. You are responsible for carefully reviewing the Product description, images, size, colour, material, features, care instructions, and any other Product-specific information before placing an Order. If you have any questions about a Product before purchasing, you should contact us before completing your Order.
3.6. We may update, change, discontinue, replace, or remove any Product from the Website at any time. Product availability is not guaranteed until your Order has been accepted and processed. If a Product becomes unavailable after you place an Order, we may contact you to offer an alternative Product, revised delivery timeline, partial fulfilment, cancellation, or refund, as applicable.
3.7. We do not guarantee that all Products shown on the Website will remain available, or that any specific Product, colour, size, style, design, or collection will be restocked once sold out.
3.8. We will supply Products that are intended to conform to the description, quantity, quality, functionality, compatibility, and other requirements applicable to the relevant Order under Applicable Law. If a Product is defective, damaged, incorrect, or does not conform to the contract, you may have rights under the Legal Guarantee in addition to any Right of Withdrawal or voluntary return process.
4. ORDERS AND ORDER ACCEPTANCE
4.1. You may place an Order for Products through the Website by selecting the Products you wish to purchase, adding them to your cart, completing the checkout process, and submitting the required payment and delivery information.
4.2. Before you place an Order, the Website or checkout process should provide key information relating to the Product, total price, applicable taxes, delivery charges, available payment methods, delivery destination, estimated delivery timelines, and any return cost information required by Applicable Law. You should review this information carefully before confirming your Order.
4.3. By placing an Order, you confirm that all information provided by you is accurate, complete, and up to date, including your name, email address, billing details, delivery address, phone number, and payment information. You are responsible for checking all Order details carefully before confirming your purchase.
4.4. After you place an Order, you may receive an Order Confirmation or order acknowledgement by email or through the Website. This confirms that your Order has been received, but it does not necessarily mean that the Order has been finally accepted if there is an issue with payment, availability, pricing, fraud checks, delivery restrictions, or any other operational matter.
4.5. We reserve the right to accept, reject, cancel, or limit any Order before dispatch where reasonably necessary, including where a Product is unavailable, incorrectly priced, incorrectly described, affected by a technical error, suspected to be fraudulent, placed for unauthorised resale, or incapable of being delivered to the address provided.
4.6. If we cancel an Order after payment has been taken, we will arrange a refund of the amount paid for the cancelled Product or Order, using the original payment method where reasonably possible, unless otherwise required by Applicable Law.
4.7. You may not amend an Order after it has been submitted unless we are able to process the requested change before fulfilment or dispatch. Once an Order has entered the fulfilment or shipping process, changes to Products, delivery address, shipping method, or cancellation requests may no longer be possible.
4.8. We are not responsible for delays, failed deliveries, additional charges, or losses arising from incorrect or incomplete information provided by you at checkout. Any additional cost incurred due to incorrect delivery details, failed delivery attempts, refusal of delivery, or failure to collect a parcel may be charged to you, except where prohibited by Applicable Law.
5. PRICING AND PAYMENTS
5.1. All Product prices displayed on the Website are shown in the currency stated at checkout. Prices may include or exclude applicable taxes depending on the information displayed on the Website, the customer’s location, and applicable tax requirements. Any delivery charges, taxes, duties, or additional fees applicable to your Order will be shown or communicated during the checkout process where required by Applicable Law.
5.2. Where Products are shipped within the European Union, prices and taxes will be handled as displayed at checkout. If any customs duties, import taxes, or local charges apply because of the delivery destination or cross-border movement of Products, such charges will be disclosed where required by Applicable Law or otherwise handled in accordance with the checkout information and applicable tax rules.
5.3. We make reasonable efforts to ensure that all prices, discounts, delivery charges, and other payment-related information displayed on the Website are accurate and up to date. However, errors may occasionally occur due to technical issues, system errors, incorrect product setup, promotional mistakes, currency conversion issues, or third-party platform errors. If we identify a clear pricing or payment error, we reserve the right to correct the error and, where necessary, cancel the affected Order before dispatch.
5.4. If an Order is cancelled due to a pricing error, product unavailability, payment issue, or any other valid reason after payment has already been made, we will arrange a refund of the amount paid for the affected Product or Order using the original payment method where reasonably possible, unless otherwise required by Applicable Law.
5.5. Payment must be completed using one of the payment methods made available at checkout. Payments may be processed through third-party e-commerce platforms, payment gateways, card processors, digital wallet providers, banks, or other third-party payment service providers. By submitting payment information, you confirm that you are authorised to use the selected payment method and that all payment details provided by you are accurate, complete, and current.
5.6. Your Order will not be processed or dispatched until payment has been successfully authorised or received. If payment is declined, reversed, disputed, charged back, flagged for fraud review, or otherwise not completed, we may cancel, suspend, or delay the Order and take any reasonable steps available to protect our rights.
5.7. We do not directly control all payment processing systems and are not responsible for payment failures, bank declines, card issuer restrictions, payment gateway errors, delayed authorisations, currency conversion charges, foreign transaction fees, payment provider outages, or other issues caused by third-party payment providers. You may need to contact your bank, card issuer, payment provider, or the relevant third-party service provider to resolve such issues.
5.8. Promotional codes, discounts, vouchers, sale prices, or special offers may be subject to additional terms, availability, expiry dates, product exclusions, minimum order values, or usage limits. Unless expressly stated otherwise, promotions cannot be exchanged for cash, transferred, combined with other offers, or applied retrospectively to previous Orders.
5.9. We reserve the right to correct, withdraw, suspend, or refuse any promotion, discount, or offer where it has been applied in error, misused, obtained improperly, used fraudulently, or used in breach of the applicable promotional terms.
5.10. You are responsible for any charges imposed by your bank, card issuer, payment provider, or financial institution, including currency conversion charges, international transaction fees, or payment processing charges, unless such charges are caused directly by our error.
6. SHIPPING AND DELIVERY
6.1. We will arrange for Products to be shipped to the delivery address provided by you at checkout. Orders may be stored, processed, packed, dispatched, and delivered with the support of our Logistics Partners and Third-Party Service Providers, including fulfilment providers, warehouse providers, postal service providers, courier providers, and delivery providers appointed from time to time.
6.2. Delivery options, estimated delivery timelines, shipping charges, and available destinations may vary depending on your location, Product availability, carrier availability, warehouse processing times, public holidays, seasonal demand, and other operational factors. Any applicable shipping charges will be displayed or communicated during checkout where required by Applicable Law.
6.3. We make reasonable efforts to process and dispatch Orders within the estimated timelines provided on the Website or at checkout. However, delivery timelines are estimates only and are not guaranteed unless expressly stated otherwise. Delays may occur due to carrier issues, customs checks, incorrect delivery information, failed delivery attempts, stock availability, peak-season volumes, weather events, technical issues, force majeure events, or other matters outside our reasonable control.
6.4. You are responsible for providing a complete and accurate delivery address, contact number, email address, and any delivery instructions required for successful delivery. We will not be responsible for delayed, failed, lost, or misdirected deliveries caused by incorrect, incomplete, or outdated information provided by you.
6.5. Once an Order has been dispatched, delivery may be subject to the terms, procedures, tracking systems, and delivery practices of the relevant carrier or Logistics Partner. If tracking information is available, it may be provided to you by email, through the Website, or through the carrier’s tracking platform. If tracking shows that a parcel has been delayed, lost, returned to sender, or delivered but you have not received it, you should contact us with your Order details so that we can review the issue and, where appropriate, raise an investigation with the relevant Logistics Partner or carrier. The outcome and timing of carrier investigations may depend on the carrier’s procedures, but we will take reasonable steps to assist you in accordance with Applicable Law.
6.6. If delivery is unsuccessful because you are unavailable, refuse delivery, fail to collect the parcel, provide incorrect information, or do not respond to carrier instructions, the parcel may be returned to us or held by the carrier. In such cases, we may charge you for any reasonable redelivery, return, storage, or administrative costs, except where prohibited by Applicable Law.
6.7. Risk in the Products will pass to you when the Products are delivered to you or to a person identified by you to receive them, subject to any mandatory consumer protection rules under Applicable Law. Ownership of the Products will pass to you once we have received full payment for the Order.
6.8. If a Product appears visibly damaged, defective, or incorrect on delivery, you should contact us within fourteen (14) days of delivery with your Order details, photographs, packaging details, and a description of the issue. This notification period helps us investigate the matter with our logistics, fulfilment, courier, or delivery service providers, but it does not limit any mandatory Legal Guarantee rights or other consumer rights available to you under Applicable Law.
7. RETURNS, REFUNDS AND CONSUMER RIGHTS
7.1. We want you to be satisfied with your purchase. This section explains how returns, refunds, withdrawal rights, and defective or non-conforming Product issues are handled for Products purchased through the Website.
7.2. If you are a consumer purchasing Products online, you may have a legal right to withdraw from your purchase within fourteen days from the day on which you, or a person appointed by you other than the carrier, receives the Product. This is commonly known as the cooling-off period or Right of Withdrawal.
7.3. To exercise your Right of Withdrawal, you must notify us within fourteen days of receiving the Product by contacting us at support@zanclea.com and clearly stating that you wish to withdraw from your purchase. You should include your name, Order number, email address used for the Order, the Product you wish to return, and any other information reasonably required to identify your Order.
7.4. After notifying us of your withdrawal, you must return the Product to us without undue delay and, in any event, no later than fourteen days from the date on which you informed us of your decision to withdraw, unless a longer period is required by Applicable Law or expressly agreed by us in writing.
7.5. For change-of-mind or withdrawal returns, you are responsible for the direct cost of returning the Product, unless we have expressly agreed to bear that cost or Applicable Law requires otherwise. This means that if you return a Product because you changed your mind, no longer want the Product, selected the wrong colour or style, or for any other non-defective reason, you must pay the return shipping cost, provided this has been disclosed to you as required by Applicable Law.
7.6. Products returned under the withdrawal process must be returned unused, unworn, undamaged, clean, complete, and in their original condition, with all tags, labels, packaging, dust bags, accessories, protective materials, and any included items, where applicable. You may inspect the Product in the same way you would normally inspect it in a physical store, but you must not use it beyond what is necessary to establish its nature, characteristics, and functioning.
7.7. We may reduce your Refund where the Product has lost value because of handling beyond what is necessary to inspect it, including where the Product has been used, worn, damaged, altered, stained, marked, or returned incomplete.
7.8. In addition to any Right of Withdrawal, you may have mandatory Legal Guarantee rights where a Product is defective, damaged, incorrect, or does not conform to the contract. These rights apply separately from change-of-mind returns and cannot be excluded by these Terms.
7.9. If the Product delivered to you is defective, damaged, or incorrect, you should contact us within fourteen (14) days of delivery. You should provide your Order details, a description of the issue, and photographs or other evidence reasonably requested by us so that we may assess the matter and process the appropriate remedy in accordance with Applicable Law. This does not limit any mandatory Legal Guarantee rights available to you under Applicable Law.
7.10. Where a Product is verified as defective, damaged, incorrect, or non-conforming, we will provide the remedy required by Applicable Law. This may include repair, replacement, refund, price reduction, or another legally required remedy depending on the circumstances. In such cases, Zanclea will bear the reasonable return shipping cost through the return method approved or provided by us.
7.11. You should not send Products back without following our return instructions. Returns sent without prior notice, without sufficient Order details, or to an incorrect address may be delayed or may not be capable of being processed.
7.12. For valid withdrawal returns, we will refund the amount required by Applicable Law, including standard outbound delivery charges where legally required. Additional costs for premium, express, or non-standard delivery options selected by you may not be refundable except where required by Applicable Law.
7.13. Refunds will be issued without undue delay and, in any event, within fourteen (14) days from the date on which we receive the returned Product or you provide evidence that the Product has been returned, whichever occurs first, unless a different period is required under Applicable Law. Approved Refunds will generally be issued using the original payment method, unless otherwise required or agreed. Bank, card issuer, payment provider, or other payment processing times may vary.
7.14. We reserve the right to refuse or limit returns where we reasonably believe there has been fraud, misuse of the returns process, repeated excessive returns, damage caused by the Customer, unauthorised resale activity, or breach of these Terms, subject always to mandatory consumer rights under Applicable Law.
7.15. Nothing in this section limits any mandatory consumer rights available to you under Applicable Law, including rights relating to defective, damaged, incorrect, or non-conforming Products.
8. CUSTOMER RESPONSIBILITIES
8.1. You agree to use the Website, place Orders, and communicate with us in a lawful, honest, and responsible manner.
8.2. You are responsible for ensuring that all information you provide to us is accurate, complete, and up to date, including your name, email address, phone number, billing information, delivery address, payment details, and any information provided in connection with returns, refunds, or customer support requests.
8.3. You must carefully review your Order before completing checkout. This includes checking the selected Products, quantity, colour, size, delivery address, shipping method, and total price. Once an Order has been submitted, we may not be able to make changes if the Order has already been processed, packed, or dispatched.
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Private & Confidential
8.4. You must not use the Website or our services for any unlawful, fraudulent, misleading, abusive, or harmful purpose. You must not attempt to interfere with the operation of the Website, misuse promotional codes, submit false claims, misuse the returns process, subject always to any mandatory return, withdrawal, or Legal Guarantee rights available under Applicable Law
8.5. You are responsible for following any Product care instructions provided with the Product or displayed on the Website. We will not be responsible for damage caused by misuse, neglect, improper cleaning, normal wear and tear, accidental damage, unauthorised alteration, or failure to follow applicable care instructions.
8.6. You agree to cooperate reasonably with us where we need further information to process an Order, investigate a delivery issue, assess a defective or incorrect Product claim, process a Return, or resolve a customer support matter.
8.7. We reserve the right to refuse service, cancel Orders, restrict access to the Website, or take other reasonable action where we believe that a Customer has breached these Terms, acted fraudulently, misused the Website, or misused our returns, refund, promotional, or customer support processes, subject always to any mandatory consumer rights available under Applicable Law.
9. THIRD-PARTY SERVICE PROVIDERS
9.1. We may use Third-Party Service Providers to operate and support the Website, process Orders, accept payments, manage customer communications, analyse Website performance, provide marketing tools, fulfil Orders, arrange shipping, process Returns, and support other business operations.
9.2. These providers may include e-commerce platform providers, payment processors, hosting providers, analytics tools, email or marketing platforms, customer support tools, fraud prevention providers, fulfilment providers, warehouse providers, postal service providers, courier providers, delivery providers, and other logistics, technology, or operational service providers appointed from time to time.
9.3. You acknowledge that certain parts of the purchase journey may be operated or supported by third parties. For example, payments may be processed through third-party payment gateways, checkout may be supported through third-party e-commerce or technology platforms, and storage, packing, dispatch, delivery, or return handling may be supported by Logistics Partners. 9.4. We will take reasonable steps to work with reputable Third-Party Service Providers. However, we do not fully control the systems, networks, policies, delivery timelines, payment processing decisions, technical availability, or operational practices of such providers.
9.5. We will not be responsible for delays, failures, interruptions, rejected payments, carrier delays, failed delivery attempts, technical issues, platform outages, or other issues caused by Third-Party Service Providers, except where responsibility cannot be excluded under Applicable Law.
9.6. Where a third-party service, website, platform, payment gateway, tracking page, or carrier system is made available to you, your use of that third-party service may also be subject to that provider’s own terms, policies, and privacy notices.
10. INTELLECTUAL PROPERTY
10.1. All rights, title, and interest in the Website, the Zanclea brand, logos, trade names, product presentation, website content, text, graphics, images, designs, layout, icons, photographs, videos, product descriptions, marketing materials, and other content made available by or on behalf of Zanclea are owned by Zanclea or licensed to Zanclea, unless otherwise stated.
10.2. You may access and use the Website only for your personal, non-commercial shopping and browsing purposes. You must not copy, reproduce, modify, publish, distribute, sell, exploit, scrape, extract, reverse engineer, or create derivative works from any part of the Website, Products, content, branding, or materials without our prior written consent.
10.3. Nothing on the Website or in these Terms transfers any intellectual property rights to you. Any limited access granted to you is solely for using the Website and purchasing Products in accordance with these Terms.
10.4. You must not use the Zanclea name, logo, brand identity, product images, Website content, or any related materials for commercial purposes, advertising, resale, marketplace listings, social media promotions, or any other unauthorised purpose without our prior written approval.
10.5. If you submit any feedback, reviews, photographs, comments, suggestions, or other content to us or through the Website, you confirm that you have the right to do so and that such content does not infringe any third-party rights. You grant us a non-exclusive, worldwide, royalty-free right to use, display, reproduce, adapt, and share such content for customer support, marketing, promotional, operational, and business purposes, subject to Applicable Law and our Privacy Policy.
10.6. We reserve the right to remove, restrict, or decline to use any customer-submitted content that we consider misleading, inappropriate, unlawful, offensive, infringing, or inconsistent with our brand or these Terms.
11. WEBSITE USE AND PROHIBITED CONDUCT
11.1. You agree to access and use the Website only for lawful, personal, and non-commercial purposes, and in accordance with these Terms and Applicable Law.
11.2. You must not use the Website in any way that is fraudulent, abusive, harmful, misleading, unlawful, or inconsistent with the purpose of the Website. You must not place false Orders, use another person’s information without permission, misuse payment methods, submit false return or refund claims, abuse promotional codes, or attempt to obtain Products, discounts, refunds, or benefits through dishonest means.
11.3. You must not interfere with the proper functioning, security, or availability of the Website. This includes attempting to hack, disrupt, overload, reverse engineer, scrape, copy, extract data from, bypass security features of, or gain unauthorised access to the Website, customer accounts, systems, servers, databases, payment flows, or any connected third-party services.
11.4. You must not upload, send, transmit, or introduce any virus, malware, harmful code, automated bot, scraping tool, spam, or other technology that may damage, interfere with, or impair the Website or any systems used by Zanclea or its Third-Party Service Providers.
11.5. You must not use the Website, Product images, Product descriptions, brand materials, customer communications, or any information made available through the Website for unauthorised resale, marketplace listings, competing business activities, misleading advertising, or any commercial purpose without our prior written consent.
11.6. We may restrict, suspend, or terminate your access to the Website, cancel Orders, refuse service, or take other reasonable action where we believe that you have breached these Terms, misused the Website, acted fraudulently, interfered with our systems, abused our policies, or caused harm to Zanclea, other customers, or our service providers.
12. PRIVACY AND DATA PROTECTION
12.1. We collect, use, store, and process personal information in connection with the operation of the Website, customer accounts, Orders, payments, shipping, returns, refunds, customer support, marketing communications, fraud prevention, analytics, and related business activities.
12.2. The types of personal information we may process include your name, email address, phone number, billing address, delivery address, payment-related information, Order history, return and refund details, customer support communications, website usage information, device information, cookie data, and any other information you provide when using the Website or purchasing Products.
12.3. Our collection and use of personal information is governed by our Privacy Policy and, where applicable, our Cookie Policy. By using the Website or placing an Order, you acknowledge that your personal information will be processed in accordance with those policies and Applicable Law.
12.4. We may share necessary personal information with Third-Party Service Providers where required to operate the Website, process payments, fulfil Orders, arrange delivery, process returns, provide customer support, comply with legal obligations, prevent fraud, or improve our services. This may include sharing relevant Order, payment, delivery, return, and customer support information with e-commerce platform providers, payment processors, fulfilment providers, warehouse providers, postal service providers, courier partners, hosting providers, analytics tools, marketing platforms, customer support tools, fraud prevention providers, and other service providers used by us from time to time.
12.5. We will take reasonable steps to ensure that personal information is handled securely and in accordance with applicable privacy and data protection laws. However, no online platform, payment system, communication method, or electronic storage system can be guaranteed to be completely secure.
12.6. You may have rights under applicable privacy laws, including the right to access, correct, delete, restrict, object to, or request portability of your personal information, subject to legal limitations and verification requirements. Details of how to exercise these rights will be set out in our Privacy Policy.
13. DISCLAIMERS AND LIMITATION OF LIABILITY
13.1. This section applies only to the fullest extent permitted by Applicable Law and does not exclude, restrict, or limit any mandatory consumer rights, Legal Guarantee rights, Right of Withdrawal, or remedies that cannot lawfully be excluded, restricted, or limited.
13.2. We make reasonable efforts to ensure that the Website, Products, Product information, pricing, availability, checkout process, delivery information, and customer support services operate accurately and reliably. However, the Website and related services are provided on an “as available” basis, and we do not guarantee that the Website will always be uninterrupted, error-free, secure, or available at all times.
13.3. We do not guarantee that all Product descriptions, images, colours, availability details, delivery estimates, promotional information, or Website content will be free from errors or omissions. Where an error is identified, we reserve the right to correct it and, where necessary, contact you regarding any affected Order.
13.4. To the fullest extent permitted by Applicable Law, we will not be responsible for indirect, incidental, special, consequential, or purely economic losses, including loss of profit, loss of opportunity, loss of data, business interruption, reputational harm, or losses arising from your misuse of the Website or Products.
13.5. We will not be responsible for any delay, failure, loss, or damage caused by events outside our reasonable control, including failures by Third-Party Service Providers, payment processors, e-commerce platforms, Logistics Partners, postal carriers, courier providers, hosting providers, internet service providers, or other external systems, except where such responsibility cannot be excluded under Applicable Law.
13.6. We are not responsible for damage caused by improper use, normal wear and tear, failure to follow care instructions, accidental damage, unauthorised repair or alteration, misuse, neglect, exposure to unsuitable conditions, or handling of Products in a way that is inconsistent with their ordinary intended use.
13.7. Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for fraud, intentional misconduct, death or personal injury caused by negligence, or any mandatory liability that cannot be excluded under Applicable Law.
13.8. Nothing in this section limits your mandatory consumer rights in relation to defective, damaged, incorrect, delayed, or non-conforming Products.
14. FORCE MAJEURE
14.1. We will not be responsible for any delay, failure, interruption, or inability to perform any obligation under these Terms where such delay or failure is caused by events beyond our reasonable control.
14.2. Such events may include natural disasters, extreme weather, fire, flood, epidemic or pandemic, war, terrorism, civil unrest, labour disputes, strikes, government actions, customs delays, import or export restrictions, transport disruption, carrier delays, warehouse disruption, supply chain issues, technical failures, internet outages, payment processor failures, e-commerce platform outages, technology platform outages, postal service disruption, or delays caused by Logistics Partners or other Third-Party Service Providers.
14.3. If a force majeure event affects the processing, dispatch, delivery, return, refund, or availability of Products, we will take reasonable steps to reduce the impact and keep you informed where appropriate. However, delivery timelines, fulfilment timelines, customer support response times, or other service commitments may be extended for the duration of the event.
14.4. Where an Order cannot be fulfilled due to a prolonged force majeure event, we may cancel the affected Order and provide a refund for the Product or Order that cannot be fulfilled, subject to Applicable Law.
14.5. Nothing in this section limits any mandatory consumer rights available to you under Applicable Law.
15. CHANGES TO TERMS, WEBSITE AND SERVICES
15.1. We may update, amend, replace, or revise these Terms from time to time to reflect changes in our business, Website, Products, services, payment methods, fulfilment process, legal requirements, or operational practices.
15.2. The most current version of these Terms will be made available on the Website. Where required by Applicable Law, we may also notify you of material changes by email, website notice, checkout notice, or another reasonable method.
15.3. The Terms that apply to your Order will generally be the Terms in force at the time you place that Order, unless a change is required by Applicable Law or applies to your continued use of the Website after the updated Terms have been posted.
15.4. We may also update, suspend, modify, or discontinue any part of the Website, Product range, features, payment options, delivery options, customer account features, promotions, or services at any time, subject to Applicable Law.
15.5. Your continued use of the Website after updated Terms are posted means that you accept the updated Terms for future use of the Website and future Orders. If you do not agree with the updated Terms, you should stop using the Website.
15.6. Nothing in this section affects any rights or obligations that have already arisen in relation to an Order placed before the updated Terms became effective, unless otherwise required by Applicable Law.
16. GOVERNING LAW AND DISPUTES
16.1. These Terms, the Website, the sale of Products, and any dispute or claim arising out of or relating to your use of the Website, your Order, or your purchase of Products shall be governed by and interpreted in accordance with the laws of the Netherlands, unless the legal entity operating Zanclea is established in another jurisdiction and the Website identifies another governing law, in which case the governing law stated on the Website shall apply. In all cases, this is without prejudice to any mandatory consumer protection rights available to you under the laws of your country of residence. 16.2. If you are a consumer residing in the European Union or another jurisdiction where mandatory consumer protection laws apply, nothing in these Terms will deprive you of the protection of such mandatory laws. This means that, where required by law, you may still be entitled to rely on the consumer protection rules of your country of residence.
16.3. If you have any concern, complaint, or dispute regarding a Product, Order, payment, delivery, Return, Refund, or your use of the Website, you should first contact us at support@zanclea.com so that we can try to resolve the matter informally and in good faith.
16.4. We will make reasonable efforts to review and respond to customer complaints within a reasonable time. You agree to provide all information reasonably required to assess the issue, including Order details, photographs, delivery information, payment confirmation, and any relevant communications.
16.5. Subject to any mandatory consumer rights available to you under Applicable Law, the courts of the Netherlands shall have jurisdiction over disputes arising out of or relating to these Terms, the Website, or the purchase of Products, unless another jurisdiction is identified by the legal entity operating Zanclea and stated on the Website.
16.6. Nothing in these Terms prevents you from exercising any mandatory rights or remedies available to you under Applicable Law, including any right to approach a competent consumer protection authority, regulator, court, tribunal, or alternative dispute resolution body where such rights cannot lawfully be excluded.
16.7. Customers located in the European Union may also have access to consumer redress mechanisms, local consumer protection authorities, or alternative dispute resolution bodies available in their country of residence, where applicable.
16.8. Nothing in this section limits any mandatory consumer rights available to you under Applicable Law.
17. MISCELLANEOUS
17.1. These Terms, the Policies and any order-specific terms displayed at checkout, constitute the entire agreement between you and Zanclea regarding your use of the Website and purchase of Products.
17.2. If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply. The invalid or unenforceable provision will be interpreted, where possible, in a way that most closely reflects its intended purpose while remaining lawful and enforceable.
17.3. Our failure or delay in enforcing any right, remedy, or provision under these Terms shall not be treated as a waiver of that right, remedy, or provision. Any waiver must be made expressly and in writing.
17.4. You may not assign, transfer, or delegate your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations under these Terms where reasonably necessary in connection with a business transfer, restructuring, sale of assets, merger, change of service provider, or similar business event, provided this does not unlawfully reduce your mandatory consumer rights.
17.5. Nothing in these Terms creates any partnership, joint venture, agency, employment, franchise, or representative relationship between you and Zanclea.
17.6. We may communicate with you electronically, including by email, website notice, order confirmation, customer account notice, or other digital communication method. You agree that electronic communications may satisfy any legal requirement for written communication, except where Applicable Law requires another form of notice.
17.7. Any provisions of these Terms which by their nature should continue after termination, cancellation, completion of an Order, or discontinuation of Website use shall continue to apply, including provisions relating to payments, refunds, intellectual property, prohibited conduct, disclaimers, limitation of liability, governing law, disputes, and customer responsibilities.
18. CONTACT DETAILS
18.1. The Website and online store are operated under the brand name Zanclea.
18.2. Zanclea is a business-to-consumer e-commerce brand that resells handbags, accessories, and related fashion products through its Website and online store. 18.3. The legal entity operating Zanclea is:
Legal Entity Name: Zanclea BV
Registered Address: Rietlandterras 8, 1019EW, Amsterdam, The Netherlands Company Registration Number: 97362107
VAT Number: NL868019100B01
Customer Support Email: support@zanclea.com
Website: www.zanclea.com
18.4. For consumer complaints, withdrawal notices, defective Product claims, damaged delivery claims, incorrect Product claims, Returns, and Refund requests, customers should contact us at support@zanclea.com using the Order email address where possible. This helps us identify the relevant Order and process the request efficiently.
18.5. For any questions about these Terms, Products, Orders, payments, shipping, delivery, Returns, Refunds, complaints, or customer support, you may contact us at support@zanclea.com.
18.6. When contacting us, please include your name, Order number, email address used for the Order, and a clear description of your request or concern. For delivery issues, damaged Products, defective Products, incorrect Products, or Returns, we may ask you to provide photographs, tracking information, packaging details, or any other information reasonably required to assess the matter.
18.7. We may update our business details, contact information, customer support channels, Website details, or operational information from time to time. The latest details made available on the Website shall apply.
18.8. Nothing in this section limits any mandatory consumer rights, complaint rights, or statutory remedies available to you under Applicable Law.
By accessing or using the Website, browsing Products, placing an Order, making a payment, contacting customer support, requesting delivery, initiating a Return, or otherwise using any part of the Website or online store, you acknowledge that you have read, understood, and agreed to these Terms. You further acknowledge that these Terms apply together with any Policies made available on the Website, including the Privacy Policy, Cookie Policy, Shipping Policy, and any return, refund, product, promotional, or checkout-specific terms applicable to your Order. If you do not agree with these Terms, you should not use the Website, place an Order, or purchase Products from Zanclea.