Our Commitment to Excellence
At ZWILLING Shop, we understand that premium kitchen tools are essential for both professional chefs and passionate home cooks. Our commitment extends beyond crafting exceptional products to ensuring a seamless shopping experience from delivery to your complete satisfaction.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a tracking number once your order ships.
Shipping Methods & Timeframes
- Standard Shipping (DHL or FedEx)
- Cost: $12.95
- Delivery: 10-15 business days after shipment
- Recommended for time-sensitive orders
- Free Shipping (EMS)
- Available for orders over $50
- Delivery: 15-25 business days after shipment
- Economical option for non-urgent deliveries
Note: Delivery times are estimates and may vary based on destination and customs processing. We ship globally, excluding some Asian regions and remote areas.
Returns & Exchanges
We stand behind the quality of every ZWILLING product. If you’re not completely satisfied, we offer a straightforward returns process.
Return Timeframe
You may return or exchange most items within 15 days of receiving your order.
Return Conditions
All returned items must be in original condition:
- Unused and unsharpened (for knives)
- Original packaging and tags attached
- All included materials present
Return Process
Contact our customer service within 15 days of delivery at [email protected] with the following information:
- Order number and date
- Product name(s) and SKU(s)
- Reason for return
- Your shipping address
Once authorized, carefully repackage items in original packaging with all materials. Include a copy of your order confirmation.
Ship to our distribution center:
ZWILLING Shop Returns
2030 Fairway Drive
San Jose, CA 95113 USA
We recommend using a trackable service and retaining your shipping receipt.
Refund Information
Processing Time
- Refunds processed within 5-7 business days of receipt and inspection
- Credit card refunds: 7-10 business days to appear on statement
- PayPal refunds: 24-48 hours
Refund Method
Refunds are 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
Follow the same return process above and specify your desired exchange product in your return request. Exchanges are processed once we receive your returned item.
Note: Exchanges are subject to product availability. If your requested item is out of stock, we will issue a refund instead.
Non-Returnable Items
For health and safety reasons, the following 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 shipping, 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