FAQ

Something on your mind? We are here to help! For questions on specific items, you can message us from the contact form. For other questions on our policies or other topics, we recommend that you browse our Information Center where we answer our customers' most common questions. Happy shopping!

Zanoiu currently provides free standard shipping for almost all orders.(Germany only) For orders above 99€, express delivery is available at checkout for a fee of 19,99€, for orders below that amount, express delivery is available at checkout for a fee of 19,99€+. For other countries the shipping is calculated at the checkout, Standard and Express shipping (weight + destination). For more information about shipping, please visit our Shipping Policy page.

Our warehouse normally processes all orders within 1-3 days. However, if your order is taking a longer time to process, it could be due to particular items in your order which have longer than normal processing times. You can view the estimated delivery time for each item in your order by going to their specific product pages. If you would like to receive the other items in your order ASAP, you may cancel the other longer-processing item(s) for a refund. Your remaining items can then be shipped out immediately. We know you're excited to get your order through and so are we! If your order arrives late, we will issue a discount credit to your account as a small sign of appreciation for your patience.

Zanoiu is a safe shopping website. We care about our customers' privacy and data security. We can assure you that all of our payment links have PCI certifications. We work with major payment providers like Visa, Mastercard, PayPal, Apple Pay, and Google Pay, which all have stringent consumer protection policies and state-of-the-art technology in place to protect our customers' payment data. We also describe in detail how we collect, use, and protect your personal information in our Privacy Policy, which can be found in Zanoiu's Privacy and Cookie Policy Protecting Your Data and Transactions on Zanoiu. 1. Advanced Security Protocols: Zanoiu employs advanced security measures to protect your personal and payment information. This includes the use of secure socket layer (SSL) technology to encrypt data during transmission. 2. PCI DSS Compliance: Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that your card information is handled securely throughout every transaction. 3. Regular Security Audits: We conduct regular security audits and updates to stay ahead of potential threats, ensuring that your shopping experience is both safe and secure. Tips for Safe Shopping on Zanoiu. 1. Create a Strong Password: Use a unique and strong password for your Zanoiu account and update it regularly. 2. Monitor Your Account: Regularly check your account for any unauthorized activity and report any problems immediately. Beware of Phishing Scams: Be cautious of emails or messages that ask for personal information or direct you to a website other than Zanoiu. Always verify the authenticity of such information. Our Commitment to Your Privacy 1. Transparent Data Usage: Our Privacy Policy details how we collect and use your information. 2. No Unnecessary Data Sharing: We do not share your personal information with third-party merchandise partners on Zanoiu, ensuring your data remains confidential and secure. 3. Customer Consent and Control: You have control over your personal information. We seek your consent for any data processing and provide options to manage your privacy settings. In Case of Concerns: 1. Reporting Security Concerns: If you encounter any security concerns or suspicious activities, you can report them directly through our secure channels. 2. Customer Support Access: Our customer support team is always available to assist you with any queries or concerns about your safety and privacy. Zanoiu's Safe Shopping Guarantee: 1. Refund and Return Policies: In the rare event of an issue with your order, our comprehensive refund and return policies are in place to ensure your satisfaction. 2. Verification of merchandise partners : We rigorously verify all merchandise partners on Zanoiu to maintain a safe and trustworthy shopping website. 3. Secure Payment Processing: With secure payment processing, your transactions on Zanoiu are always protected. Ensuring a Safe Shopping Experience: Shopping on Zanoiu is not just about finding great deals; it's also about feeling secure and protected. We continuously evolve our security measures to ensure that you can shop with confidence, knowing your data and other information are safe with us.

We sometimes do partial shipping to help you receive certain items from your order faster. While most items can be processed within 1-3 days, some items may have longer processing time for various reasons including, for example, being in different warehouses. Your order may also be divided into two or more packages if the total combined weight exceeds the weight limits of couriers. If your order is divided into multiple packages, you will be able to see the estimated delivery times and individual tracking numbers for each package in separate tabs on your order's tracking page. Just Log In into your account on Zanoiu.com and click "Orders" button next to the order you want to check.

You can track the latest shipping status of your order on Zanoiu.com. Simply "Log in" into your account and click the "order" button next to your order to get a direct link to your shipping information. You will be able to see your shipping carrier, tracking number, estimated delivery time, and latest shipping status on the page. If a tracking number isn't available yet, then our warehouse may still be processing your order. Please allow 1-3 business days for warehouse processing. We will notify you when your tracking number is ready and your order has been shipped. If your order arrives late, we will issue a discount credit (express shipping) to your account.

Don't worry-if you haven't received your package, there are a few things that we can do: 1. Verify your shipping address. Log in into "Your Account" on Zanoiu.com to confirm your order's shipping details. 2. If the address is confirmed, major packages are usually found to be accidentally misplaced. Look around your mailbox or drop-off location to see if the courier left your package near your house, in your mailbox, in front of your garage, or on your lawn. 3. Check if someone else accepted the package on your behalf. Ask your family, neighbors, or other household members to see if they accepted the delivery for you. 4. Sometimes a package can be marked as delivered when the courier is able to arrive at your address, but fails to make the delivery when they aren't able to reach you. Please check your phone messages and emails to see if the carrier notified you of a failed attempted delivery. If there was a failed attempted delivery or you still aren't able to recover your package, the best thing to do is to contact the carrier directly. Please have your tracking number ready. If you've tried the above steps but still can't find your package, please contact our customer service team for help by using "Contact Us" form.

Unfortunately, we do not offer exchanges at the moment, but you can place a new order. Almost all items are eligible for returns and refunds within 30 days from the purchase date. The few exceptions are for: I. Items that can't be returned: - Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed. - Grocery and food products. - Health and personal care items. - Some free gifts. - Some customized products. - Some underwear orders. II. The return window for products of most electronics is 30 days from the date of purchase depending on the provider.

When you shop on Zanoiu, your orders are safe under the Zanoiu Purchase Protection Program which offers refunds for items that do not arrive, arrive damaged.. You may be asked to send the item back before your refund can be issued. Please note that this amount may not match the full price of the items since sales taxes, shipping, used coupons and credit are taken into account. To report an item as damaged or not as described, please follow the steps below to request your refund: 1. Log into your account. 2. Find the relevant order under 'Your orders' and click 'Return/Refund'. 3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain. 4. Confirm the return information, and click 'Next'. 5. You may choose to receive your refund as a Zanoiu credit balance or credit to your original payment method. Make your selection and click 'Submit'. 6. If you need to return your item(s), you will have the option to choose your return method. Select your return and refund methods. Then, click 'Submit'. 7. If applicable, print and tape your return label to the outside of your return package or contact us. Mail out your package at the nearest DHL or Hermes location and you're done!

For items returned and eligible for a refund, we will promptly initiate the refund process upon receiving the item(s) and conducting a quality inspection. Once Zanoiu issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Zanoiu credit refund, it will be swiftly added to your Zanoiu Credit Balance within hours.

When items are refunded, the amount may not match the item's full price since sales taxes, shipping, used coupons and credit are taken into account. Additionally, a shipping fee will also be deducted from the refund amount.

We work with major payment providers to keep your payment information secure and safe. Here are a few of the payment methods we accept: - Major credit/debit cards, including Visa, Mastercard, Discover, American Express, JCB, Diners Club and Maestro - Zanoiu Credit - Apple Pay - Google Pay - PayPal - You can also use Klarna to enjoy the pay-now and pay-in-30-days service. (only in available Countries)

Can't find what you're looking for? You can paste a link of an item you want that's on other e-commerce platforms or upload a screenshot of the item on other platforms by using our Contact form or directly by email info@zanoiu.com.