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FAQ


How can I contact ZAZAKO?

You can simply email us where our Сustomer Service team will be happy to help you with whatever you need!

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX), Apple Pay and PayPal payments.

When will my order be processed?

All orders are handled and shipped out from our warehouses in the United States and China.

We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date depending on our volume and shipped the next day after the processing day. Please note that we don't ship on weekends, our team is fantastic, but we still have to take a rest!

How long will it take to receive my order?

Due to COVID-19, logistics and shipping facilities around the world are experiencing slight delays, so we want to be completely transparent on what could be expected.

Once you place your order, please allow 1-3 business days to process your order. After that, it will take 7-21 business days for delivery in the United States (depending on location), and 9-27 business days for international orders (depending on location). However, we do not exclude that you can receive your order earlier than the average shipping times indicated above - we do our best to deliver your order as soon as possible!

How can I track my package?

You can easily track your order by visiting our Track My Order page!

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

If you’re looking to return or exchange your order for whatever reason, we're here to help!

If you are not happy with your purchase and wish to return an item, please Contact Us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

  • Only items purchased directly from ZAZAKO will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
  • Returned items must be in original packaging, including any accessories, manuals, and documentation.
  • Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.
  • Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
  • Returns made without receipt may be refused. ZAZAKO reserves the right to deny any return.

What if the item(s) I received are defective, incorrect or damaged?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order? Please contact our Customer Support team (Contact Us Page) to start the return process.
Please include the following information:
  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.

How do I change or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.