FAQs
Why are there no updates on my tracking page?
It's a common question, and the most common two reasons are:
1) If your order is to a UK address, the courier such as Royal Mail or Hermes can only provide tracking information once the item reaches the UK. As a result of this, it may show "Shipping Label Created" or similar wording for up to 10 days until the item reaches a Royal Mail or Hermes facility. As soon as the item reaches the facility, the tracking will start updating almost daily until the item delivers. At this point as well you should receive a designated delivery date from the courier on our tracking page. We appreciate your patience on this matter and have staff checking packages daily so will notify you if there's something wrong with your shipment.
2) The parcel is currently in the process of clearing customs, which can take anywhere from 30 minutes to several days depending on the backlog of packages currently in customs.
Where is my order?
In order to track your shipment, please visit your order confirmation page from your confirmation email and then click your tracking number to be taken to the correct tracking page. Your order confirmation page can be found by clicking the 'View order' button in your initial email you received when you purchased.
Please note that the processing time for most items is between 1 to 3 working days. You will receive the tracking number after this processing time, when the item leaves the warehouse. Our team will notify you if there is a problem with dispatching your item.
Can I change or cancel my order?
Most of our products have a processing time of 1 to 7 business days depending on the item, during which you can email us about changing or cancelling your order. If the item has already shipped, you won't be able to cancel an order and it will have to be returned to our warehouse in order to receive a full refund. The item must be in it's original packaging.
Why was my order cancelled?
There are three main reasons why a order can be cancelled:
Warehouse issues: Unexpected stock shortage may occur.
Payment method issues: The payment method used was declined or the transaction didn't go through.
Legislative issues: Some items cannot be shipped to certain regions in the world due to legislative restrictions.
Why did I receive a refund?
If your order was cancelled due to stock shortage or legislative restrictions, we will automatically offer you a refund. In case of a refund, the payment should be refunded to your account within 1 to 3 business days, depending on the payment method used.
My discount code did not work
If you entered a discount code at checkout and the discount was not applied, please contact us here, we will refund the difference if the discount code is valid.
I want to return an item.
If your item arrived damaged, please contact the courier first and request a claim number. We also require a picture of the damaged item. Once you have the claim number and the picture please send us a message here, and we can send you a new item.
If you received the wrong item, please contact us here and we'll see what we can do for you.
If you're unsatisfied with your items, please contact us here and we will let you know the return address for your particular item.
Please note that we can only accept returns if the item is unused and in its original packaging.
Do you offer refunds?
We do not issue refunds if the item has already been shipped out unless the item is deemed as lost. If the item is damaged, you are unsatisfied with your order, or you received the wrong item, we can either resend another item, or in certain circumstances offer a refund.
Do I have to pay the return shipping fees?
All return shipping fees are the responsibility of the buyer. Shipping costs paid are non-refundable unless the item is lost in transit.
How long does the return process take?
Once the returned item arrives back to the warehouse, it has to be inspected. After the inspection, we will notify you of the refund via email. The refund can and will only be processed back onto the payment method used at checkout. Refunds can take 3-5 business days to clear into your bank account.
Please not that the inspection and refund offering process can take between 1 and 10 business days.
When can I return an item?
Zersly offers a 30 day return policy. We can only accept returns that are sent back (the date you dispatch back to us) within 30 days from the date which they are delivered.
Please note that for an item to be refunded in full, it must be in unopened, unused condition.
We recommend using a trackable delivery method for returns to ensure both parties can prove items have been returned.
I haven't received a refund.
If you haven't heard from us within 10 business days from the moment the returned items reached our warehouse, please contact us here as soon as possible.
What payment methods do you accept?
We accept PayPal, Apple Pay, and most major credit or debit cards including Visa, Mastercard & American Express.
How can I change my shipping address?
Please contact us within 24 hours after placing an order with the correct shipping address. Please include the updated shipping address in your first email. Any corrections made after 24 hours may not be possible, and your order might end up at the wrong address. Please note that if you paid via PayPal, we must ship the item to the address listed. In cases of wrong address via PayPal orders, we must cancel the order and process a new one.
How can I change my contact details?
Please get in touch with us here if you want to change any contact details on your account.
I don't want to receive promotional materials.
If you don't want to receive newsletters and other promotional materials from us on your email, please contact us here and we'll remove your address from the mailing list.
Influencer collaborations
If you are a blogger or social media influencer, please leave us a message here. Don't forget to mention your name and relevant social media handles.
How to get in touch with Zersly?
If you have any questions, issues, or just want to say hi, please drop us a line here.