Terms of service

This document contains everything you need to know about your purchase at ALEMI — your rights, our policies, and how we handle returns. Please keep it for your records.

Version: June 2026

Contents: General Terms & Conditions (Sections 1–17) · Returns & Refunds (Sections 18–24) · Your Right to Cancel (Sections 25–27)

Your Seller

ALEMI operates one online shop for two legal entities. The company you are contracting with depends on your delivery address:

CH — AMELI Zurich GmbH
Apollostrasse 9, 8032 Zurich, Switzerland
Commercial Register Zurich CH-020.4.070.898-2 · UID CHE-430.998.760
→ Applies to orders delivered to Switzerland or Liechtenstein

DE — AMELI Zurich Eurotrade GmbH
Eythweg 12, 89542 Herbrechtingen, Germany
Amtsgericht Ulm HRB 743998 · USt-IdNr. DE351654441
→ Applies to all other countries (EU, UK, USA, etc.)

Your seller is stated on your order confirmation and invoice. Questions? Reach us at info@alemi-zurich.com.

General Terms & Conditions

Section 1 – Scope

1.1 These General Terms & Conditions ("GTC") apply to all contracts concluded between a customer and the relevant ALEMI entity (see above) for goods and/or services presented in the online shop or at physical retail locations.

1.2 These GTC also apply to voucher purchases unless expressly agreed otherwise.

1.3 A consumer is any natural person acting for purposes outside their trade or profession. A business is any person or entity acting in the exercise of their commercial or professional activity.

Section 2 – Conclusion of Contract

2.1 Product descriptions in the online shop are not binding offers but invitations to submit an offer.

2.2 The customer submits a binding offer by clicking the order button after completing the checkout process.

2.3 ALEMI may accept the offer within five days by sending an order confirmation, by delivering the goods, or by requesting payment. No acceptance within this period is a rejection.

2.4 If PayPal is selected, the seller accepts the offer at the moment the customer clicks the order button.

2.5 After the contract is concluded, the contract text is stored and sent to the customer by email.

2.6 Input errors can be corrected before submitting the order by carefully reviewing the checkout screen.

2.7 The contract languages available are German and English.

2.8 Order processing takes place primarily by email. The customer must ensure their email address is correct and that emails can be received.

2.9 For in-store purchases, the provisions of Section 12 apply additionally.

Section 3 – Right of Withdrawal

3.1 Consumers have a right of withdrawal for distance contracts (online shop). Details are set out in the Returns & Refunds section of this document and in our online returns portal.

3.2 For in-store purchases, no statutory right of withdrawal under distance selling law applies; our voluntary return conditions (Section 12) govern instead.

Section 4 – Prices and Payment

4.1 All prices are total prices including applicable VAT for the destination country. Delivery costs are shown separately.

4.2 For deliveries to the USA and UK, delivery is on a DDP (Delivered Duty Paid, Incoterms 2020) basis — import duties and local taxes are included in the price and settled by ALEMI. For all other countries outside the EU and Switzerland, import duties and local taxes are the customer's responsibility and are not included in the stated price.

4.3 Available payment methods are shown at checkout.

4.4 PayPal payments are processed by PayPal (Europe) S.à r.l. et Cie, S.C.A., 22–24 Boulevard Royal, L-2449 Luxembourg.

4.5 Shopify Payments processes: Visa, Mastercard, Maestro, American Express, Union Pay, Apple Pay, Google Pay, Shop Pay, Bancontact, EPS, iDEAL, Przelewy24, and TWINT (Switzerland only). Operated by Shopify International Limited, Dublin, Ireland.

4.6 Instant bank transfer (Sofortüberweisung) is processed by Klarna Bank AB (publ), Sveavägen 46, 11134 Stockholm, Sweden.

4.7 In-store and pop-up card payments are processed by SumUp Payments Limited, Dublin, Ireland. Cash is also accepted.

Section 5 – Shipping & Delivery

5.1 Delivery is made to the address provided by the customer within the stated delivery area.

5.2 If the carrier returns goods due to failed delivery, the customer bears the cost of unsuccessful shipping, unless the failure was not their fault or the right of withdrawal was exercised.

5.3 Self-collection of online orders is not possible.

5.4 Vouchers are delivered by email.

5.5 ALEMI reserves the right to withdraw from the contract if self-supply fails for reasons outside its control. The customer will be informed promptly and any payment refunded.

Section 5a – Pre-Orders

5a.1 Products marked "Pre-Order" are not yet in stock and will be shipped at a later date. Regular products ship per Section 5.

5a.2 The purchase price for pre-orders is charged at the time of ordering.

5a.3 Estimated delivery dates are non-binding unless expressly agreed otherwise.

5a.4 If delivery is significantly delayed or the product becomes unavailable, the customer may cancel and receive a full refund within 14 days to the original payment method.

5a.5 Orders mixing pre-order and in-stock items may be split into partial shipments at no extra cost to the customer.

5a.6 The right of withdrawal applies to pre-orders. The 14-day withdrawal period begins upon actual receipt of the goods.

Section 6 – Retention of Title

Where delivery is made against advance payment, goods remain the property of ALEMI until full payment is received.

Section 7 – Warranty

7.1 Unless agreed otherwise, statutory defect liability provisions apply.

7.2 For business customers: (a) ALEMI chooses the type of subsequent performance; (b) the limitation period for new goods is one year from delivery; (c) warranty claims for used goods are excluded; (d) replacement delivery does not restart the limitation period.

7.3 The above limitations do not apply to damages claims, fraudulent concealment of defects, or update obligations for digital products.

7.4 Statutory recourse claim periods for businesses remain unaffected.

7.5 Merchants have a duty to inspect goods and give timely notice of defects. Failure to do so means the goods are deemed accepted.

7.6 Consumers are asked to report visible transport damage to the carrier on delivery. This does not affect any statutory warranty rights.

Section 8 – Liability

8.1 ALEMI is fully liable for intent or gross negligence, injury to life, body or health, breach of a guarantee, and under mandatory statutory liability.

8.2 For negligent breach of a material contractual obligation, liability is limited to foreseeable, contract-typical damage.

8.3 Any further liability is excluded.

8.4 These provisions apply equally to vicarious agents and legal representatives.

Section 9 – Repair Services

Where ALEMI is contractually obliged to repair a customer's item, the following additional terms apply.

9.1 Repairs are carried out at ALEMI's discretion at its premises, by authorised external repair partners, or by the manufacturer.

9.2 ALEMI performs repairs itself or through qualified personnel, and may engage subcontractors.

9.3 The customer must provide all information necessary for the repair, including a precise fault description.

9.4 For chargeable repairs, the customer receives a non-binding cost estimate by email before work begins. Work only proceeds after express confirmation. This step does not apply to repairs covered by statutory warranty.

9.5 ALEMI provides a prepaid return label. The customer must pack the item securely. ALEMI bears all shipping costs and the risk of accidental loss or damage during inbound transport.

9.6 Return shipping is arranged and paid for by ALEMI. In the event of loss or irretrievable damage during transit, liability is limited to the objective replacement value; ALEMI may fulfil this by delivering a comparable product from the current range. Sentimental value is not compensable.

9.7 Personal drop-off and collection is possible by prior arrangement.

9.8 Statutory defect liability provisions apply to the quality of the repair.

Section 10 – Promotional Vouchers

10.1 Promotional vouchers (issued free of charge with a set validity) may only be redeemed in the online shop, in-store, or at pop-up venues within the stated period.

10.2 Certain products may be excluded from promotions.

10.3 Promotional vouchers are for consumer use only, one per order, non-transferable.

10.4 The order value must be at least equal to the voucher amount. Any remaining balance is not refunded and accrues no interest.

10.5 Any shortfall can be settled with another payment method.

10.6 If the right of withdrawal is exercised, the promotional voucher will not be reissued.

Section 11 – Gift Vouchers

11.1 Gift vouchers may be redeemed in the online shop, in-store, or at pop-up venues unless the voucher states otherwise.

11.2 Gift vouchers are valid for 5 years from the end of the year of purchase.

11.3 Vouchers may only be redeemed before checkout is completed, and only for goods — not for further vouchers.

11.4 Any remaining balance is not paid out in cash and accrues no interest.

11.5 Gift vouchers issued as part of a promotional offer are contingent on the qualifying order being retained. If the qualifying order is returned in full, or reduced below the applicable minimum spend threshold, the voucher will be void and any remaining balance forfeited. ALEMI reserves the right to deactivate vouchers issued in connection with returned orders.

Section 12 – In-Store Purchases

12.1 These provisions apply to purchases at the ALEMI store (Storchengasse 6, 8001 Zurich) and at ALEMI pop-up locations in Germany.

12.2 The purchase contract is concluded at the point of sale upon handover of the goods and payment.

12.3 There is no statutory right of withdrawal for in-store purchases. ALEMI voluntarily accepts returns of unworn items with original tags and proof of purchase within 14 days in exchange for a voucher. Cash refunds are excluded. Final sale items, underwear, and personalised articles are excluded from voluntary returns.

12.4 These GTC are sent to the customer by email after purchase. By purchasing, the customer agrees to these GTC.

12.5 Card payments (SumUp) and cash are accepted in-store.

Section 13 – Applicable Law

13.1 Contracts with the DE Company are governed by German law, excluding the CISG. For consumers, mandatory consumer protection laws of the consumer's country of residence apply.

13.2 Contracts with the CH Company (Switzerland/Liechtenstein) are governed by Swiss law (OR), excluding the CISG. For consumers, mandatory consumer protection laws of the consumer's country of residence apply.

Section 14 – Jurisdiction

14.1 For contracts with the DE Company and business customers, the exclusive place of jurisdiction is Herbrechtingen, Germany.

14.2 For contracts with the CH Company and business customers, the exclusive place of jurisdiction is Zurich. Consumers may always bring proceedings in their country of domicile.

14.3 ALEMI reserves the right to bring proceedings at the customer's place of domicile in all cases.

Section 15 – Alternative Dispute Resolution

15.1 DE Company: The EU Commission provides an online dispute resolution platform at https://ec.europa.eu/consumers/odr. ALEMI is not obliged or willing to participate in dispute resolution proceedings before a consumer arbitration board.

15.2 CH Company: There is no comparable statutory obligation under Swiss law. Swiss consumers may contact cantonal conciliation authorities or consumer protection organisations.

Section 16 – Data Protection

16.1 Personal data is processed in accordance with the GDPR (DE Company) and the Swiss nDSG/revDSG (CH Company). Both companies act as joint controllers under Art. 26 GDPR.

16.2 Full details are in our Privacy Policy at alemi-zurich.com. For data subject requests, contact privacy@alemi-zurich.com.

Section 17 – Second Love Products

17.1 Products marked "Second Love" are pre-owned items sold in the condition described at the time of purchase.

17.2 Second Love products are sold exclusively in-store. They are not available online.

17.3 Sold as seen: visible wear and obvious defects are part of the item and accepted at purchase. Warranty claims for defects visible at the time of purchase are excluded per §442 BGB (DE) / Art. 200 OR (CH).

17.4 The warranty period for hidden defects is 1 year from delivery — per §476(2) BGB (DE) / Art. 210(2) OR (CH).

17.5 No right of return: Second Love products are sold in-store only, so no right of withdrawal applies. Returns and exchanges are excluded.

Returns & Refunds

Section 18 – Return Window & Eligibility

You have 14 days after receiving your order to register a return.

To be eligible:
– Item is unworn, unused, and in perfect condition.
– All original packaging and components are included (dust bag, straps, hangtags).
– Tag and any protective films are still attached.

Returns that don't meet these conditions or are registered after the return window cannot be accepted.

Section 19 – How to Return

Register your return in 3 steps:

1. Go to our Returns Portal: https://alemi-zurich.returnsportal.online/
2. Pack your item carefully — include all components, use the original or similar box, fill the bag to keep its shape.
3. Print the return label from the portal and drop off at your local post office.

Need help? Email us at info@alemi-zurich.com.

Section 20 – Return Address

Switzerland / Liechtenstein (AMELI Zurich GmbH):
By post or in person: Storchengasse 6, 8001 Zurich (in-person drop-off free of charge)

All other countries (AMELI Zurich Eurotrade GmbH):
c/o VDS Fulfillment, Siemensstraße 14, 37412 Herzberg am Harz, Germany

Section 21 – Return Fees & Refund Calculation

We don't cover return costs. A prepaid label is provided via the portal — the fee is deducted from your refund, nothing to pay upfront.

Return fees:
– Switzerland: CHF 12 by post | Free in-person at Storchengasse 6, 8001 Zurich
– Germany: EUR 10
– Austria: EUR 15
– Other EU countries: EUR 20
– United Kingdom: GBP 20
– United States: USD 50
– All other countries: Please organise and cover return shipping independently.

Your refund = purchase price + standard delivery cost − return fee. Express delivery surcharges and customs duties are non-refundable.

Section 22 – Refund Timeline

Once your return has been received and inspected, your refund is processed within 10 business days to your original payment method.

Section 23 – Exchanges

Direct exchanges are not currently possible. Please return the item and place a new order.

Section 24 – Non-Returnable Items

The following items cannot be returned: Gift cards · Leather care products (e.g. ALEMI Leather Milk) · Second Love products · Custom or personalised orders.

Your Right to Cancel

This section applies to: Online orders delivered outside Switzerland and Liechtenstein (DE Company). For CH Company orders, Swiss law applies and there is no statutory right of withdrawal for online purchases. In-store purchases are not covered.

Section 25 – Right to Cancel

You have the right to cancel your order within 14 days of receiving the goods, without giving any reason. For orders with multiple items delivered separately, the 14-day period starts when you receive the last item.

Section 26 – How to Cancel

The easiest way is via our Returns Portal: https://alemi-zurich.returnsportal.online/

Alternatively, email info@alemi-zurich.com with a clear statement that you wish to cancel. It's sufficient to send this before the 14-day period expires.

Please address your cancellation to:
AMELI Zurich Eurotrade GmbH, c/o VDS Fulfillment, Siemensstraße 14, 37412 Herzberg am Harz, Germany

Section 27 – Effects of Cancellation

We'll refund all payments received from you, including standard delivery costs, within 14 days of receiving your cancellation — minus the applicable return fee (Section 21). The refund goes back to your original payment method.

We can hold the refund until we've received the goods or you've provided proof of dispatch, whichever comes first.

Please send the goods back within 14 days of cancelling. A return label is provided via the portal; the fee is deducted from your refund.

If the item shows signs of use beyond what's needed to assess it, we may reduce the refund accordingly.

Cancellation Form — Backup Option

The Returns Portal is the easiest way to cancel. This form is a legal alternative if the portal is unavailable.

To: AMELI Zurich Eurotrade GmbH, c/o VDS Fulfillment, Siemensstraße 14, 37412 Herzberg am Harz
Email: info@alemi-zurich.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of:

___________________________________________________________________

Ordered on (*) _____________ / Received on (*) _____________

Name: ___________________________________________________________________

Address: ___________________________________________________________________

Signature (paper only): ___________________________

Date: _______________________

(*) Delete as appropriate.

Version: June 2026 · AMELI Zurich GmbH, Apollostrasse 9, 8032 Zurich · AMELI Zurich Eurotrade GmbH, Eythweg 12, 89542 Herbrechtingen