Here is some information to make your shopping experience at zuku.com run smoothly.
How to buy
Once you have seen an item you would like to purchase, click on ‘BUY’ and the item will be added to your shopping basket.
When you are ready to pay, click on ‘Checkout’ and you will be taken to ‘My Account’ where new users can register and existing users can sign in. Registered users will earn Zuku Reward Points which can be redeemed against future purchases.
You will then be taken to our payment provider’s secure server where your details will be processed safely. Once you have placed the order, you will receive an order confirmation email. When the goods have been sent to you, you will receive a dispatch confirmation email.
Payment
We accept MasterCard, Visa, Visa Delta, Visa Electron, Maestro, Solo and JCB. UK residents pay in Pounds Sterling, EU residents in Euros.
Delivery Policy
For orders less than £25, we charge a flat delivery rate of £1.99. We offer FREE delivery on all orders over £25 within the UK (€37.50 for countries in the EU). All prices include VAT.
Orders are normally sent via Royal Mail (First Class, Special Delivery or Airmail for international orders).
We can deliver orders to addresses other than the credit/debit card billing address, but we will not deliver orders to a PO Box. Please note: some orders will need to be signed for upon receipt.
We currently deliver to the following EU countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.
We process orders Monday to Friday and aim to dispatch within 24 hours from receipt of orders (weekends excluded). From dispatch we estimate 3-5 days (UK, Ireland) or 3-7 days (EU) until receipt of order. However, due to postal fluctuations beyond our control we allow a period of 14 days for delivery.
Order Enquiries
Please read the following information so we can help you as quickly and effectively as possible:
a) When will my credit/debit card be charged?
We will only charge your credit/debit card once your order has been dispatched.
b) My order has not arrived
14 working days must have elapsed before an order is classed as ‘lost’. If your order has not arrived within this time please notify us by clicking here. Select ‘Order Enquiry’ from the drop-down menu in the subject field and in the message field quote your ‘Order Number’ (sent to you in your order confirmation email).
c) The product I ordered is out of stock
If one of our products is out of stock at the time of ordering we will email you as soon as it arrives in our warehouse. No payment will be taken until your order has been dispatched. The time from order to delivery is then calculated from when Zuku receives stock, not from the time your order was placed.
d) Payment not accepted
If your payment is rejected your order will not be processed. We will inform you about this via email, so that you can place the order again.
e) I want to order a product which is not currently available
If you are interested in a product that is not yet available, please click on ‘Keep Me Posted’ next to the product and we will notify you when the product is on sale.
f) I want to cancel an order
You can cancel your order while it is being processed and before it has been dispatched. Go to ‘My Account’ and check your order status; if it is ‘Open’ this means your order is still being processed and has not yet been dispatched. Click on the ‘Cancel My Order’ button.
g) How do I use a Zuku Coupon Code?
If you have a valid Zuku Coupon Code enter it in the box on the ‘Confirmation’ page and click on ‘Apply Coupon’. Please note, only one Zuku Coupon Code can be applied to an order.
Returns and Refunds
For info on Returns and Refunds click here
For any queries not answered above, please click here
We do endeavour to keep this information up to date and accurate, and therefore it is subject to change. By accepting our terms and conditions you are agreeing to any changes we may make.
