FAQs

My Order

Can I add to or amend my order?

If you want to add items to your existing order, you will need to submit a new order for the additional items. If you want to amend your order, you will need to follow our returns process or cancellation process.

Can I cancel my order?

If your order has not yet been dispatched you can cancel your order. Please follow our cancellation process. If your order has already been dispatched you will need to follow our returns process. Please contact us.

There is something missing from my order

There are times where we may need to send out your order in several packages, so they may arrive at different times. Please refer to your dispatch email to see whether there is more than one parcel for your order. Often parcels that are sent on the same day can arrive at their destination on different days.

If some of the items were unavailable when we went to pick your order then these items may have been cancelled from your order and you will have been refunded accordingly. Your dispatch email will show the products that have been cancelled.

If any items are missing from your order that are not to follow or have not been cancelled, please contact us and we will send it out to you straight away. Please provide your order number and full details of the missing item.

Can I exchange the item?

Yes, return the unwanted item (see our returns process) for a full refund and place a new order on the website for the goods you would like to exchange.

My item is broken, faulty or incorrect

Please accept our apologies. We carefully package your order, but accidents can happen.

Should you receive a broken, faulty or incorrect item, please return the broken, faulty or incorrect goods with any original packaging, within 14 days of receipt via the usual returns process.

We cannot resend your order or refund for items until we have received back the broken, faulty or incorrect goods under any circumstances.

All products cannot be returned once they have been used, so please check for any faults before starting to use them. We cannot refund or resend any items once they have been used under any circumstances.

My Returns

I want to return my order

Please follow our returns process.

When will I receive my refund?

Once we have received your return parcel in the post our returns department will email you to confirm your parcel has been received by us. Please allow 3-5 working days for returns to be processed once they are received by us.

If you have requested a refund for your order we will send you the refund the same way you made the payment. Please allow 3-10 working days for the refund to show in your account once the refund has been processed.

My Payments

How do I pay for my purchase?

We accept all major credit and debit cards.

When will I be charged?

Payment is immediately charged once the security checks from your bank issuer and Zanen-Zanen have been authourised.

What security do you provide for online purchases?

We use secure socket layer (SSL) technology to encrypt your card payment. We also use Stripe’s dynamic 3D Secure, the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction.

Why has my card been declined?

There can be several reasons why your card has been declined. Please contact your card issuer for further details.

My Account

Can I see my order history?

Yes, log in and click on My Account.

Can I change my details?

Yes, log in and click on My Account, then click on Account details.

Can I change my password?