FAQ's

CANCELLATION FAQs

   

1. Can I cancel my order ?

   Yes! Cancellation is possible only before the product has been packed. As soon as the cancellation is done, we will refund the entire amount paid for the order.

   

2. What are the steps to be followed to cancel my order ?

You can cancel your order by logging in to zemonza with your User ID and Password.

Once you log in

1. Look to the top right corner of your screen

2. Click on My Account

3. On the next page that pops up, you’ll be able to see details of all your orders

4. Locate the “Cancel” button and click on it

5. Voila! The order has been cancelled

   

3. How long will it take to receive my refund after cancellation ?

   As soon as your order gets cancelled, we will initiate a refund, which can take 5 to 7 business days to reflect in your account.

   

4. Does ZEMONZA assure of complete refund against my cancelled order?

   Absolutely! Although we must add that cancellations are not a very happy thing for us.

   

5. Help! The ‘Cancel’ link is disabled ?

Well it can mean two things: 

1. The order might have already been packed or shipped out; in which case you can refuse the delivery of the order. No worries! 

2. Something might not be working as it's supposed to on the website. Give us a call or send us an email and we'll help in fixing it.

KNOW YOUR ACCOUNT

1. How can I get in touch with you ?

   We are available to assist you from 6am till midnight, throughout the week. You can reach out to us at +91-99780-97690 WhatsApp or email us at support@zemonza.com for any queries, requests, complaints or just to say Hi!

2. Is my personal information secure How can I edit my personal info ?

   It is absolutely secure, don’t you worry! We ensure that the data you have entered is strictly confidential. It’ll just help us understand you better so that we can provide you better services in the future. To edit your personal info, you can visit “My Account” to make the changes you want.

PAYMENT FAQs

1. What are the various modes of payment at zemonza

   You can pay using a Credit Card, Debit Card, or Net-banking option. All these are prepaid methods of placing an order. You can also place an order using "Cash on Delivery" method. All payment methods depend on your pin code, so please ensure that you check your pin code to find out the available methods of payment over there.

2. What does “Cash on Delivery” mean

   We understand that you might want to pay for an order by cash. That’s why we’ve got a very convenient option where you can pay at your doorstep before receiving the package and signing the delivery sheet.

3. Will I have to pay for any hidden costs like sales tax, OCTROI, etc…

   You should not be asked to pay anything extra for the order. Only whatever is mentioned on the invoice can be paid. Please let us know if you’ve been bothered otherwise

4. How much will the shipping cost me

   All orders above Rs.999 will be shipped free of cost. For any orders below Rs.999, a nominal fee of Rs.99 would be applied.

5. Can I pay using International Currency   

   Unfortunately, at this time we accept only INR at ZEMONZA

6. What if the amount got debited from my side but I did not receive an Order ID

We ensure that an Order ID is confirmed only once our bank receives the payment from your bank. Sometimes, due to unforeseen reasons, the amount might be debited from your side but wouldn’t have been received by us yet. Give us a buzz and we'll sort it together.

7. For Cash-on-Delivery orders, can I check the package before making a payment

   We encourage you to avoid accepting any package if it is in a tampered state. However, our courier person will hand over the package to you to open only once the payment has been made.

8. Can I Gift-Wrap a product for someone

   That's a nice thought! We can gift-wrap a product for you at Rs.35/- per order. To ensure that the recipient doesn't pay for their own gift, we insist that for a gift wrapped order, the mode of payment would have to be online.

   If you want to have each product packed separately, we recommend that you place an order for each product individually.

   

   

   

PROMOTIONS -  OTHER INFO

1. How different is ZEMONZA from other online stores

ZEMONZA is a style philosophy, a brand foremost.

We are a style destination, offering handpicked curated fashion across a unique selection of own brand, international brands, authentic handcrafted artisanal products, inspired indie, and national brands.

We offer a significant majority of exclusive merchandise that customers will not find elsewhere.

It is accessible premium in its truest sense.

Return FAQs

1. How do I return my product

We will gladly accept back any damaged product in its original packing within 7 days of you receiving your product for any damage/defects in the product. You will need to inform us of any damage/ defects within 24 hours of delivery of the product, in order to receive the replacement or refund subject to availability of the same product. Use our hassle free method to return. Refunds will be processed only if they cannot be replaced with a new product. Please make sure to report any and all problems associated with a single order/package delivery at the same time. Please provide us with maximum possible details as they would be the base of examining the defect or differences. Please contact our Customer Care team to initiate the return process. You can contact us by either sending an email to support@zemonza.com. Please do not return products without first speaking to our customer care.

All returns request need to be put on an email to support@zemonza.com with images attached and the problem completely stated. Please also mention your order number, name and contact number with your returns request. We request you to not ship your return parcels until approved to send by us. There are chances that you might lose your parcel in such cases as the returns facility will have no track of the returned parcel sent without intimation. We are not responsible for the loss of goods that are sent without intimation. No refund/request/replacement will be provided for goods sent without intimation.

You can drop or send the product to our following address:

 We strive to service all pin codes in India for forward delivery. But don’t worry, even if your pin code is not serviceable, you can still return the product by following the steps given below:

1. Within 7 days (for Fashion & Lifestyle products) or 7 days (for Digital products) from the date of delivery, We will request you to self- ship this item. 

2. Please send us the following items in a sealed bag: 

 a. Product 

 b. Brand Labels and Tags 

 c. Price Tags/Shoe box 

 d. Return ID and Order ID written on a piece of paper 

* If it is a digital product, please pack the product in the Returns bag provided to you upon delivery.

3. Please courier the item to our Returns Address: 

 SHIP TO:

 Returns Manager - ZEMONZA

 ZEMONZA FASHION (Ecommerce)

 210, Second Floor, Nilkanth Plaza, Yogi Chock Ground, Yogi chock, Surat – 395010 

 GUJARAT 

 Ph no: +91-9662-6464-52

4. Notify us about the courier name and tracking number as soon as you have dispatched it. We want to keep an eye on it too! 

5. Give us one business day after receiving the product, to perform a quality check, post that we will process your refund. 

Along with the amount you paid for the product, we will also refund an to your Store Credit account. It’s our way of saying “Thanks for taking t

Refund will only be processed for par of orders that cannot be fulfilled by us / if we are unable to fulfill our obligations.

• If the payment was made by Credit Card, Debit Card or Net-Banking, we will reverse credit to the same Banking account.

• If the payment made was by Cash on Delivery, we will transfer the amount to your Bank account or by cheque..

• Shipping Charges and Cash on Delivery charge would not be included in the refund value of your order as these are non-refundable charges..

• If the payment is made through Coupons/ vouchers or Reward Points no refund will be granted.

• Refunds are subject to the availability of the replacement product. Refunds will be processed only if they cannot be replaced.

Cancellation by Zemonza.com:

Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged, the said amount will be reversed back in your Card Account.

2 What is your returns policy

Customer Satisfaction is our primary goal. Zemonza.com has a very simple return and exchange policy. We will gladly accept back any product in its original packing within 7 days of you receiving your product if you are not happy with the product for any reason. You will need to inform us within 24 hours of delivery of the product.

We have a "Total Buyer Security Program" Where in our buyers are protected in the following cases:-

• Not satisfied with the product quality

• Defective Product Received

• Wrong Product Received

At Zemonza, we have a very flexible returns policy which is absolutely customer friendly.

Fashion & Lifestyle products: If you do not find the product satisfying, you can return it as long as the following conditions are met: 

• It should be unused. You can wear it to check for fit and comfort, making sure that any smell does not transfer to the product (Example: natural body odour, body deodorant, perfume etc.)

• It should be unwashed. We don’t want you wasting any detergent! ?

• The price tags, brand tags, shoe-box and all original packaging must be present 

• The product must be returned within 7 days 

• Any gifts received must also be returned along with the product

Digital products: If there are any issues with the operating of the product or any other functioning issues, please reach out to us within 2 days of receiving the product and we shall process a return.

 

 

3. Does the returns policy change for any ZEMONZA promotions

At times, the returns policy may vary. To get the exact information, always refer to the Terms and Conditions of the promotion running at that time. That said, we always strive to keep our policies as flexible and customer friendly as possible

4. What if I don’t like the product as soon as it is delivered Can I return the product to the courier person

Please don’t do that! We have a very flexible policy where you can get a Return ID generated by giving us a call.

To avoid any confusion or delays, our courier partners are instructed to not accept a package as a return while performing a package delivery.

5. If I have paid shipping charges and return the order, will I be refunded the shipping charges

If you have returned the products in your order, you will be No refund the entire shipping charges.

6. Are there specific conditions under which the product returnsreplacements may be rejected

To guarantee you the best service, we have a very convenient 07-day return policy from the time the product gets delivered to you. 

Here are some conditions which might cause a return to get rejected:

1. For Fashion & Lifestyle products, in case the 07 days return period has lapsed, the product cannot be returned to us.

2. If the product has been picked up, and it fails the quality check at our warehouse due to product usage, defect, missing tags or packaging, the return might get rejected. We will then ship the product back to you at no extra cost. 

3. We also do not process a return for items that are classified as non-returnable. You can refer to the Non-Returnable policy for more details.

7. What are the non-returnable items at ZEMONZA

Fashion & Lifestyle products: Typically, we do not accept briefs/panties, lingerie sets, swimwear, socks and stockings.

Note: If you’ve received a non-returnable product in a damaged/defective condition, please reach out to our customer service team immediately to initiate a request for refund.

8. Do I have to return the whole order

Not at all! You do not need to return the whole order

9. When is the refund for my return provided

You will be notified of an estimated Refund date as soon as the Return ID is generated

10. I haven’t received my refund amount yet. Please help

Once the returned product has been arrive here, you will be notified of the promised date of refund. Before this date, a refund should get initiated.

Once initiated, it should reflect in your account based on your mode of payment.

Cash on Delivery Credit Card, Debit Card & Netbanking Wallet Store Credits

Instant 5 – 7 business days

 

11. How much will I be refunded if I return a product and what is the mode of refund

We promise to refund the entire amount paid for the product, including any taxes that were paid – no strings attached!

The mode of refund depends on the mode of payment for the order.

SHIPPING FAQs

1. How long will the delivery take

It’s really quick! Although we want to hand you the product within a minute, depending upon your address, the delivery time might vary between 2 - 7 working days. That still won’t stop us from trying to get you your order faster. 

On each product's display page, you can enter your location's pin code to check when you can expect to receive the delivery.

Sometimes, delivery time is subject to factors beyond our control, including but not limited to, unexpected travel delays from our courier partners due to weather conditions or any political disruptions or strikes. You will have to pardon us for such occurrences. We advise you to check your emails and SMS for any such updates.

2. How can I track my order

You can start tracking your order as soon as it has been shipped out. All you need to do is click on the link in the email sent to you after the order is placed and track the journey of your item in real time! 

Alternatively, you can also login to zemonza.com and visit the ‘My Account’ section to know your order status.

3. Will all the products be shipped out together

To ensure the best experience, we ideally ship all products of an order together.

However, there might be instances where some products might be ready to get shipped earlier than other products.

To make sure that you don’t wait even a minute longer than you have to, we might ship some products out first and ship the remaining in a separate shipment.

We will notify you each time a shipment is dispatched or it out for delivery; so that you can track it till we knock on your door.

4. How much will the shipping cost me

All orders above Rs.999 will be shipped free of cost. For any orders below Rs.999, a nominal fee of Rs.99 would be applied.

5. Will I have to be personally present to receive my order

We recommend that you receive the order yourself to ensure complete satisfaction. In case you are not present, the parcel will be delivered to the person available and this may be confirmed on call with you by our delivery executive. For security and validation, the signature of the receiver will be taken at the time of delivery

6. What should I do if I miss my delivery

We understand that you can’t wait at home (or office - whatever your delivery address is) right from the time you’ve placed the order till it’s delivered to you. We will make three attempts to deliver the order to you; each attempt on a consecutive day. 

So, in case you’ve missed the order delivery-

First thing to do: Don’t Worry! 

Second thing to do: Give us a call on +91-9662646452 or write to us at support@zemonza.com and we shall take care of it.

7. Can I change my delivery address or mobile number once the order has been placed

Unfortunately, that is not possible at the moment, since the system would have already passed the mobile number and address to our warehouse to pack and ship your product. 

That being said, we never say never! You can always cancel the order before it has been packed and can place a new order. Don’t worry, there are no cancellation charges

8. Why is the Cash on Delivery (COD) option not offered in my location

Few places are not covered for COD by our delivery partners. Any inconvenience you face is regretted. This issue might also occur if the cash amount payable at the time of delivery exceeds a certain limit which is decided by our courier partners. Hence, we request you to always enter your pin code to check the availability of COD in your area. Alternatively, may we suggest an alternate form of payment? Perhaps a Credit Card, Debit Card, or Net Banking. 

We are not saying that this will be permanent; your pin code might be COD- enabled in the future. Do check!

9. Do you deliver everywhere in India

That’s the big dream and we’re sure we’ll achieve it soon! We strive to deliver to all the pin codes of India. At the time of shopping, please check if your pin code is covered by our Logistics Partner. If not, we would request you to provide an alternate shipping address.

10. Do you deliver internationally

Right now, we do  deliver items internationally. You can make a purchase from anywhere in the world using Indian currency as mode of payment as long as the shipping address is within India.

11. What delivery carriers do you use

At zemonza, we strive to make each shopping experience outstanding and enriching. Hence, we partner with the best in the industry. We use the delivery services of FedEx, Delhivery, Bluedart and Aramex. We will notify you the name of the partner delivering your order, in advance.

12. Are your products genuine

You bet! We make sure that our products are 100% Genuine. Along with that, we take each product through a multiple-point quality check before shipping it out to you. That’s the last thing you need to worry about!

13. I need a copy of my invoice for my order placed with ZEMONZA. How do I go about with it

We ship all packages with an invoice that can be found along with the product. If after receiving the package, you need another invoice, give us a buzz and we’ll email you a soft copy.

14. What are the various statuses an order can have

The various statuses are:

Confirmed: This means that an order has been placed and the confirmation has been sent to you. 

Packed: This means that your order is packed and ready for dispatch. 

Dispatched: This means that the order is speeding towards you. 

Delivered: This means that the order has been delivered to you.