Frequently Asked Questions

If you can't find an answer to your question here, please contact us at customer@zazi-vintage.com

DELIVERY

How do you know that your parcel has been sent?

You will receive a confirmation email from us with your tracking number when your parcel has left our showroom.

 

Where can I track my package?

All orders are shipped using DHL Germany. You will receive a 'confirmation' email with your tracking number and a link with which you will be able to track you parcel.


Can you deliver to an alternative address to my billing address?

You are able to choose an alternative delivery address when you are checking out.


PAYMENTS

What payment methods do you accept?

Credit Cards: Visa, Mastercard & American Express
PayPal
Bank Transfer 


Who pays for customs & import charges?

Outside of the EU all customs or import duties are charged once a parcel reaches the destination country. These charges must be paid by the recipient of the shipment. We are sorry to state that we have no control over these costs, and also cannot give you any detailed information on what the costs will be, as custom policies and import duties vary widely from country to country. Please be aware that your parcel can be delayed by customs and for this reason charges can be applied. We apologize for any inconveniences in this matter but we have no control over this and are not able to supply any details why or for how long your parcel can be delayed.


PRODUCTS

I saw a product I love and now it's sold out. Will certain products be back in stock?

As some of our products can sell very quickly online and in-store, we are not always able to keep up with every product that is sold out or returned. Since most of our products are unique pieces and made from rare or vintage fabrics, they are one-offs and we will not have them in stock again. Please contact our customer service at customer@zazi-vintage.com as we may have something similar in stock.

 

Can I get more product information?

If you require any additional information of any of our products feel free to email us at customer@zazi-vintage.com.


The item I bought is now on sale, can I get the difference refunded?

Since it is difficult for us to always predict when and if we will be going on sale, it is not possible to refund the difference.


YOUR ORDER

Did my order go through?

You will receive a confirmation email as soon as your order has been received.


Changing your address in case of wrong address?

Once we have processed your order and it has been dispatched it's not possible to change address details. Please contact us if you have placed your order incorrectly.


Do I need an account to place an order?

You do not need an account to place an order with ZAZI but when registering an account you will not have to fill in your address details in the future and you will always be able to see your order history as well as your current order process.


RETURNS

How do I return an item?

We gladly will refund any order within 14 days upon receiving your purchase. All returns must be sent via registered mail in their original condition. No returns is offered on sale reduced items.

Please email us regarding returns and to receive the return address at 

customer@zazi-vintage.com

Attention! Please make sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund any costs that you have paid to us with the exception of postage. Only products that are in their original condition will be refunded, this will not apply if the items have been worn or washed. In this case we reserve the right to return the goods to the customer at their own cost.


How long does it take to process returns?

We try to process returns within 3 working days upon receiving them.


How do I know that you have received my return?

We will always try to handle your return as quickly as possible and you will receive an email when your return has been processed. We recommend to make a note of the shipping reference provided to you when sending a return to us. You are always welcome to email us to check on the status of your return.


When will I receive my refund?

As longs as your returned products meet our refund criteria, you will be refunded within 24-48 hours after your return is processed. This also depends on your card issuer, transaction services of your bank or Paypal.


When will I receive an exchange item?

After we have received your return we will immediately exchange your item as long as we have your requested product in stock. Please see our shipping chart for expected delivery lengths to your country.


Who pays for return expenses?

In case of a return you will be responsible for the cost to ship the parcel back to us. If you are returning an item for good we will refund you your full payment but we will not reimburse the cost that you paid to return the parcel. If you are returning an item and want to have it exchanged we will pay for the costs of shipping the new item to you.