FAQS

FaQs. General Information

HOW DO I REGISTER?

Creating an account is easy and free! You can click Login/ Register link from the top of the homepage, enter the required information and choose a password. Registered users can save their favorite products in the wishlist and access all the information related to orders and returns.

WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

Don't worry! Simply click the "Forgot Your Password?" link next to the login button and follow the instructions provided. Please don't hesitate to contact our Customer Care Team if you continue to experience any problems logging in.

DO I NEED TO BE REGISTERED TO BUY ON THE ZORRADO ONLINE STORE?

You do not need to be registered to buy but you will not be able to view the orders placed in your private area.

HOW CAN I CHANGE MY ACCOUNT INFO?

To change your details, log in to your My Account by entering your email and password. By clicking on "Edit" you can update the data you want.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debit cards, for your convenience we also offer check out with paypal. All payments are processed through a secured checkout process.

WHAT CURRENCY ARE YOUR PRICES IN?

All purchases are payable in US Dollars, and, unless otherwise noted, prices for all of our items are listed in USD whether you're logging in from the US, Canada, Hong Kong, Australia, or any other country.

WHAT IF MY CREDIT CARD IS DECLINED?

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

IS PAYMENT SECURE?

For us security is extremely important, so we want you to know that your information will be encrypted and secure. All transactions are processed by a secure online payment gateway that transfers payment information via the highest security standard, in encrypted form: your credit card detail will be totally unreadable to third parties. We only use secure connections, as shown in the "https" symbol appearing in the browser address bar.

MY ORDER WAS CANCELED BUT FUNDS WERE DEDUCTED FROM MY BANK ACCOUNT?

In the event of your order refunded or canceled, it may take 1-3 business days based of your credit card issuer's policies for funds to be available back in your account.

WHEN WILL MY CREDIT CARD BEEN CHARGED?

Your credit card will be charged when the order is placed.

DO YOU OFFER PRICE ADJUSTMENTS?

At this time we do not offer price adjustments, Sale prices will be as marked and no price adjustments will be made on previous purchases. All sale items are final sale.

HOW DO I PLACE AN ORDER?

It's really easy to place an order with ZORRADO, simply select your item's and add to your shopping cart. You will be given the option to create an online account where you can track order progress, manage addresses and more (see General information for "Registration" above). You can select how to pay via checkout using our secure payment site or Paypal, using the details stored in your existing account. Both of these options are fast, safe and secure.

HOW CAN I VERIFY THAT MY ORDER IS CONFIRMED?

If the order has been made correctly and is confirmed, you will be automatically redirected to the confirmation page where you will find your order number. You will also receive an email confirmation with all the details.

HOW CAN I CHECK THE STATUS OF MY ORDER?

If you are a registered user, log into your My Account reserved area to view the status of your order in the My Orders section. If you are not registered, you will still receive an email when the order will processed from our warehouse with a link to track the shipment.

HOW DO I CHANGE OR CANCEL MY ORDER?

We know how important your order is, so we aim to fulfill orders as quickly as possible. While we cannot cancel or change an order once it has been placed.

HOW DO I TRACK MY ORDER?

You will automatically receive an email notification with the tracking number once your order has been processed and shipped.

I AM HAVING PROBLEMS PLACING AN ORDER, WHAT DO I DO?

If you are experiencing difficulties when placing an order online, please contact our Customer Care Team who will be able to help you at sales@zorrado.com or You can also write to us using the form.

WHAT IF THERE IS AN ITEM MISSING FROM MY ORDER?

If you have not received an email informing you that an item is out of stock, then all items in the order should be in stock and therefore on their way to you. In the unlikely event your order has been received and is missing an item, please contact the customer care team within 48 hours who will be able to help you at sales@zorrado.com or You can also write to us using the form.

THE ITEM I WANT IS OUT OF STOCK. WILL IT BE BACK IN STOCK SOON?

Unfortunately, we cannot confirm when an out of stock item will be back in stock, if it will at all. If an item is marked as discontinued, then it will not be back in stock. Similarly, if a sale item is sold out then it is very unlikely to become available again.

HOW DO I USE MY PROMOTION CODE?

To use your promotion code, please enter in the discount code box when placing your order. No more than one discount code can be used on any one order, although a discount code and gift card code can be used in conjunction.

WHERE CAN I GET A PROMOTION CODE TO USE WITH MY ORDER?

We will sometimes feature promotion codes on our website, or in newsletters to customers. We may also put codes on Facebook, Instagram and Twitter from time to time, To receive the latest promotional discounts please follow us on Facebook, Instagram and Twitter.

HOW LONG BEFORE MY ORDER SHIPS?

We process all orders within 1-2 business days.

WHICH COUNTRIES DO YOU SHIP TO?

We ship all over the world.

WHAT ARE YOUR SHIPPING METHODS AND HOW LONG DO THEY TAKE?

For your convenience we offer the following shipping options: Standard shipping & Express shipping. "Standard orders are shipped via DHL eCommerce Parcel, It takes 10 to 20 business days to arrive. " Express orders are shipped via DHL Express/Fedex/UPS, it takes 3 to 5 business days to arrive in your country.

DO I HAVE TO PAY IMPORT DUTIES AND TAXES?

International Customers must pay applicable duties and Customs charges which are determined by your local government and vary by country. Duties, taxes/customs fees will be an additional amount collected upon delivery of your order. We are unable to provide you with the exact amount of the charges, please contact your local government for specific details.

CAN I CHOOSE DELIVERY DAY AND/OR TIME?

Unfortunately, you cannot, it is not possible to choose specific time and day. You can still try to contact the carrier directly to arrange a possible delivery date.

WHAT HAPPENS IF I REFUSED DELIVERY ON AN INTERNATIONAL PACKAGE?

If an international package is refused for any reason, we will not refund the customer for the merchandise nor shipping and handling charges. We do not pay for return shipping when the package is abandoned internationally.

CAN I MAKE CHANGES TO MY SHIPPING ADDRESS?

Yes, you can make changes in your shipping address. If the order has already shipped, we will not be able to reroute your package.

DO YOU SHIP TO PO BOXES?

Unfortunately we are unable to deliver to post office boxes.

WHAT HAPPENS IF MY ORDER IS NOT DELIVERED YET?

If your order hasn't arrived by the expected delivery date, as stated on your shipment email, you can contact us via email at customerservice@zorrado.com or You can also write to us using the form.

WHAT IF MY ORDER IS LOST IN TRANSIT?

If your item has not been delivered to you within the expected time frame, please contact the customer care team at customerservice@zorrado.com.

WHAT IS YOUR RETURNS POLICY?

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our distribution center in accordance with the following Return Policy: Items must be sent back within 14 days of the delivery date, Return shipping will be paid by the buyer, Return items must be unused and in the same condition that you received it, it must also be in the original packaging.

WHEN WILL I RECEIVE A REFUND?

Once your return is received and inspected, We will send you an email to notify you that we have received your returned item. Your refund will be processed within 3 to 5 business days.

CAN I EXCHANGE FOR A DIFFERENT SIZE/ITEM?

Unfortunately, we do not accept exchanges, because we don't offer exchanges, we suggest that you return your original purchase for a full refund.

WHAT IF MY ITEM IS DAMAGED, DEFECTIVE, OR INCORRECT?

If you have received a damaged, defective or incorrect item, Email our customer service team customerservice@zorrado.com with a photo of the damage, or the wrong item you received, as well as your order number, We'll take care of you!

WHEN AND HOW CAN I CONTACT CUSTOMER SERVICE?

You can contact our customer service team for over 24 hours, every day who will be able to help you at customerservice@zorrado.com or You can also write to us using the form.

HOW CAN I STAY UPDATED ABOUT NEW COLLECTION, DISCOUNTS AND SALES?

To receive news about our collections, event and sales, simply sign up to our newsletter.

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