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FAQ
FAQ
Frequently Asked Questions

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What about the delivery times? How long will it take to deliver?The delivery times vary as per the destination. Once we receive the order confirmation from you, we will send you an email with the approximate delivery times for your destination. However, you will also receive a tracking number to allow you to check the delivery status
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Do you ship the products internationally?Yes, we do. We can ship our products around the world. However, the shipping costs can be higher to countries such as USA, Canada, Asia, Middle East, etc. We advise you to contact us and request for a quote before placing an order. We will be able to guide you in the best way possible for the international shipments
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Do you have a retail store in a city?Not yet. We are currently selling through our online store. However, we are evaluating stockists around Europe and the information will be posted on our website when ready
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In how many days can I return the product?Returns are accepted within thirty (30) days of your initial purchase. Please note that returns are only accepted on non-food products for respecting the hygiene measures
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Where is my order? How can I track it ?Once your order is confirmed, we will send you an email with the order and delivery information. To track your order, please follow the tracking number provided in the email with all the instructions to check the delivery status
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Can I cancel the order after making a payment?Yes, you can. Once you have made a payment and would like to cancel your order, then please inform us immediately either by phone or email and we will refund you the whole amount if the product has not been handed over to the postal agent for delivery. But if you cancel the order after the delivery is in transit, then we will refund you the order amount excluding the delivery charges. The shipping charges are unfortunately non-refundable
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Do I have to register as a member to claim reward points?Yes, is the answer. You need to create a login on our website and make a purchase to get your reward points added to your account. If you make a purchase as a guest and would like to have reward points, then please register as a member first and give us a call or email us with your order details. We will add the reward points to your account manually
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Is there an option for same day or next day express delivery?If you are in Luxembourg, then we will do our best to deliver you either on the same day or next day. For international express orders, please send us an email at info@zia.lu
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How can I return a product?We accept returns only on non-food products such as scarves (due to hygiene). We offer easy returns to our customers. If you are unhappy with your purchase, then please repack the product in its original packaging along with the information cards included. Please mention the return address as provided to you in the order confirmation email. Choose any shipment provider near to your location and send it to us by post. Please send us the shipping receipt to our email: info@zia.lu Once we check and confirm the return, we will refund you the amount paid for the product and also the shipping cost paid by you for the return
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Do you accept bank transfers?Yes, we do. You can make a payment through a bank transfer using the bank details provided to you at the Check out - Manual payments section. In case of any issues with bank payments, kindly give us a call or write to us and we will look into it
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What payment methods do you accept?We accept two payment methods - 1. Online payments through Credit cards 2. Offline direct bank transfers We do not accept Paypal or Crypto currency as payment methods
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How can I see the reward points collected with my purchases?Whenever you shop with us with your login account, your reward points will be automatically added during your checkout. If you pay by credit card, the reward points will be immediately added to your account. If you choose to pay offline by direct bank payment, then we will manually add points to your account. It might take one or two working days for the reward points to appear in your account
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Is it possible to find out the shipping cost before the order?Yes! Please browse our 'Shipping & Returns' page to check the shipping costs with respect to the shipping location. In case you have more questions about the shipping costs, please get in touch with us and we will be able to help you
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I have received damaged products. Can you help?Yes, we can help. Kindly send us an email with the pictures of the damaged products and we will be able to sort out the issue for you. Please indicate the damages in the pictures clearly

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