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Zapals FAQs

ORDERING

 

1. How do I know my order has been placed?

You'll know your order was successful if you receive an email detailing your order. Once your order has been processed and dispatched you'll get another email with delivery details, including how you can track its progress all the way through until it reaches your front door.

 

2. What if I have a question first?

If you have any questions or want more information, you can contact our customer care team via Live Chat. Alternatively you can contact us by email or phone.

 

3. How can I track my order?

It's easy to track your order, both while it's been processed and once it's been shipped.

To check your order during processing, simply sign in to your account.

Once your order has been shipped we'll send you an email with information on how you can track it. This will include a unique tracking number that'll let you keep tabs on its progress.

 

4. Can I change the delivery address after I've ordered?

Please contact our customer service team as soon as possible. Unfortunately, once your order has been dispatched we're unable to change the address.

 

5. Can I make changes or cancel my order?

Unfortunately, due to the speed at which we dispatch orders, once your order has been placed you won't be able to modify or cancel it.

If you need to return anything, please contact our customer care team.


PAYMENT

 

1. What types of payment do you accept?

We accept all major credit cards including Visa, MasterCard, American Express. You can also pay using PayPal.

We're unable to accept personal cheques, money orders or direct bank transfers.

 

2. Can I pay on delivery?

As with most online retailers, we don't offer a cash on delivery service.

 

3. Is shopping with Zapals safe?

It's important to know your personal and financial details are safe. That's why we use the latest security technology. Your personal information (such as card details and address) stay encrypted during all transactions, and if you're using a credit card, you'll get the added security of Verified by Visa, American Express Safe Key or MasterCard Secure Code.

 

4. What currencies do you accept?

You can choose to pay in British Pounds (GBP), Euros (EUR), Australian Dollars (AUD) and US Dollars (USD)

You select the currency you'd like to make your payment in, regardless of the country you're in. You can select the currency from the dropdown list on the screen. We'll use our conversion rate to convert the cost of your order.

 

5. Why isn't my card being accepted?

There are a number of reasons your payment might not be going through. Here's some things you can check:

-Verify your card details.

-Verify the expiry date.

-Make sure you've enter the card number with no dashes or spaces.

-Make sure you haven't gone over your credit limit.

-Make sure you haven't gone over your daily charge limit.

-Check that you billing address matches the address registered for the card.

-Make sure your card has been activated.

If you're still unable to pay using your card, contact your bank or credit card provider directly.


DELIVERY

 

1. Where do you deliver to?

We deliver globally, including North and South America, Europe, Asia, Africa, Australasia and more.

 

2. How will my order be delivered?

We use several major international carriers. These include UPS, DHL, FedEx, TN and EMS. The carrier we use will depend on your location.

 

3. What are your delivery options?

You can select from the following options:

-Express shipping

-Standard shipping

-Sea shipping

 

4. How long will it take until my order arrives?

If your order is in stock, it'll be dispatched within 1-3 business days. If you've ordered something out of stock, it'll usually take 3-6 business days. Depending on where the delivery is going, delivery normally takes between 7-20 business days.

 

5. How do you work out how much delivery costs?

Delivery costs depend on a number of factors. These include: Delivery service (express, standard or sea freight) Weight and dimensions Destination

Delivery charges are shown on your order.

 

6. What about free delivery?

If your order weighs less than 100g, we'll deliver it for free.

 

7. How can I track my delivery?

It's easy to track your order, both while it's been processed and once it's been dispatched.

To check your order during processing, simply sign in to your account. Once your order has been dispatched we'll send you an email with information on how to you can track it.

 

8. Packages Are Returned To Sender or undeliverable?

If a package is returned to seller because buyer fails to collect it (Incorrect address, not at home or do not contact post office after notice is left, etc), the buyer will have to pay the shipping cost.


RETURNS

 

1. I want to return what I've bought. How can I do this?

If you're not 100% happy with what you've bought from us, you can return your order within 30 days, provided the item is unworn, unwashed, unused and undamaged Tags should still be attached and the items needs to be in the same condition as when they were received.

You need to contact us first of all before making a return; otherwise we reserve the right to not process your refund request and the merchandise will be returned to you.

Once your return request is authorised and approved, we'll let you know how to return your items and where to send them.

 

2. The product is faulty. What can I do?

Please contact us within 7 days. You'll need to let us know the order number, product name and product code. You'll also need to include photos of the defect.

We'll check the returned item and may also contact the manufacturer. If we find it to be faulty, you'll receive a full refund including any delivery charges, or you can request a replacement. If you've included more than the faulty item in the same order however, the delivery charge won't be refunded.

 

3. Do I have to pay delivery costs if I return something?

Unless what you've bought from us is damaged or faulty, return delivery will be your responsibility.

 

4. I received the wrong product. What can I do?

While we try to be as careful as possible, mistakes do occasionally happen. If you've received the wrong item, please contact us within 7 days of receiving your order. We'll arrange for the wrong product to be returned and you can choose to be refunded or have the correct product delivered.

 

5. Are there any products that can't be returned?

Items that have been altered from their original condition or that have been worn, washed, used, or damaged are unable to be returned.

If an item has been sold as part of a "final sale", it may not be able to be returned. We'll let you know if this is the case. Products that were originally sold as part of a set are unable to be returned as individual items.

 

6. Can I exchange what I've bought?

Unfortunately, we're unable to offer exchanges on products at this time. However, you can return them and place a new order.

 

7. How long do returns take to process?

We'll process your refund within 6 days of your item being received and inspected by our returns department. We'll send you an email once the refund is processed.


REFUNDS

 

1. How long does it take to get a refund?

We'll process your refund within 6 days of your items being returned to us, however this doesn't include any delays caused by banks or credit card companies.

We'll send you an email once your refund has been processed. Check with your bank or credit card company if you haven't received your refund within a couple of days of receiving our email.

 

2. How will I receive my refund?

You'll be refunded to the same payment method used in the original transaction. That means if you paid by credit card, you'll receive the refund back to that credit card.


YOUR ACCOUNT

 

1. Do I need to create an account before I can shop?

You don't need to have an account to shop with us, but there are advantages if you do. As well as being able to enjoy a faster checkout, you'll also be able to:

-Check your order status

-View your order history

-Change your account information

-Store family and friends' addresses

-Access to exclusive offers and information on new arrivals through our newsletter.

 

2. How do I become a member?

You can become a member by setting up an account. Creating an account with us is easy:

-Click the 'join free' button at the top right hand corner of any page

-Fill in your details

-Click 'submit'

You'll receive a confirmation email once your account is set up.

 

3. How can I update my details?

You can update your details by clicking on the 'My account' tab on the homepage.

 

4. What if I've forgotten my username or password?

-Click on 'My account' at the top of the homepage.

-Click on 'Forgot your password'

-Enter the email address (the one you use for your account)

-Click 'Submit'.

We'll send you an email with a link to reset your password.

 

5. How can I sign up for your newsletter?

You can sign up for our newsletter from the homepage. It's a great way to keep up-to-date with new products and sales. You'll also get access to exclusive offers.

 

6. How can I unsubscribe?

To unsubscribe from our newsletter, just sign in to your account and change your preferences. You can also click on the 'unsubscribe' link at the bottom of the newsletter.

 

7. How can I deactivate my account?

If you'd like to deactivate you account, please email us at [email protected]