Our Commitment to Your Satisfaction

At ZWILLING Shop, we take pride in crafting premium kitchen tools that meet the exacting standards of professional chefs and passionate home cooks. We stand behind the quality of every product we sell. If for any reason you are not completely satisfied with your purchase, we’re here to help with a straightforward returns and exchanges process.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your order. All returned items must be in original condition: unused, unsharpened, with original packaging and tags attached.

Return Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of delivery to request a return authorization. Use the template below or email us directly at [email protected].

Subject: Return Request – Order #[Your Order Number] Dear ZWILLING Shop Customer Service, I would like to request a return for the following item(s): Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and SKU(s)] Reason for Return: [Please specify reason] Shipping Address: [Your Name] [Street Address] [City, State, ZIP Code] [Country] Please provide return instructions and authorization. Thank you, [Your Name] [Your Email Address] [Your Phone Number]

Step 2: Package Your Items

Once you receive return authorization, carefully package the items in their original packaging with all included materials. Include a copy of your order confirmation or packing slip.

Step 3: Ship Your Return

Ship your return to our distribution center at:

ZWILLING Shop Returns 2030 Fairway Drive San Jose, CA 95113 USA

We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.

Refund Information

Refund Processing Time

Once we receive and inspect your return:

  • Refunds are typically processed within 5-7 business days of receipt
  • Credit card refunds may take 7-10 business days to appear on your statement
  • PayPal refunds are typically processed within 24-48 hours

Refund Method

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB)
  • PayPal

Original shipping fees are non-refundable unless the return is due to our error or a defective product.

Exchange Process

For exchanges, follow the same return process above and specify the product you wish to exchange for in your return request. We will process the exchange once we receive your returned item.

Note: Exchanges are subject to product availability. If your requested exchange item is out of stock, we will issue a refund instead.

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged unless defective:

  • Used or sharpened knives (Boning & Fillet Knives, Bread Knives, Bunka Knives, Carving & Slicing Knives, Chef’s Knives, Chinese Cleavers, Kiritsuke Knives, Nakiri Knives, Paring & Utility Knives, Prep Knives)
  • Used cookware with signs of wear (Braisers, Dutch Ovens, Fry Pans & Skillets, Griddles & Grill Pans, Roasting Pans)
  • Opened or used Kitchen Tools
  • Personalized or custom-ordered items

Defective products will be replaced with the same item or refunded at our discretion.

International Returns

Customers outside the United States are responsible for return shipping costs and any applicable customs duties or taxes. Please contact us before returning international orders for specific instructions.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and provide a prepaid return label if needed.

Contact Us

For questions about returns and exchanges, contact our San Jose-based customer service team:

Email: [email protected]
Address: 2030 Fairway Drive, San Jose, US 95113
Response Time: Within 24-48 hours during business days