Customer service

Customer service

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Frequently asked questions

Is it safe to pay through the webshop?

Yes, it is safe to pay through the webshop. The payment is handled via an encrypted connection through Adyen which is approved by NETS.

To ensure a high level of safety when purchasing with a credit card, we have added new safety measures. We have implemented 3D secure, which is also known as "Dankort Secured by Nets", "Verified by Visa" and "MasterCard Secure Code". It is a new general safety standard for purchases made online above a certain amount, which has been created by the credit card companies Dankort, Visa and MasterCard.

This is how you proceed

When you are at the stage where you pay for your goods online, you will be advised to enter

  • Your credit card number
  • Date of expiration
  • Your CVV

Thereafter you will be prompted to enter your Dankort Secured by Nets, Verified by Visa or MasteCard Secure code to approve your purchase. If you have not yet set up your code, you may do so here

When you have registered your card, you will use it to identify yourself – either through your Verified by Visa code or your MasterCard Secure Code – when you purchase items online in the future.

At what stage do I lose the option to change my order?

You are not bound to your purchase before you have completed the "Payment" step in the webshop. It is thereafter impossible to change or cancel your order.

Can I cancel my order?

No, unfortunately not. We process your order as soon as we receive it, so that we can deliver your items as quickly as possible.

Can I change my order?

Generally, no. 

Once you have received an email from us confirming that we have received your order, it is not usually possible to change it. This is because we forward your order to the warehouse straight away, so that we can deliver your items as quickly as possible. 

If you have just placed an order and wish to cancel it, you can try calling Customer Services, and we will see if we can 'catch' the order in time to change it.

Please note, though, that we cannot add items to an order.

Can I exchange an item?

 

Unfortunately we cannot exchange purchased items for other items, sizes or colours in the webshop. For this reason, we will always refund items returned within the returns period. 

All you need to do is follow the process for cancelling and returning your order, which you can find in the Terms and Conditions of Sale. Read more about Returns and Exchanges.

Can I get a copy of my invoice?

You will receive an invoice via email when your order is dispatched from our warehouse. You can also always find, download and print your invoice at www.zizzifashion.com under the menu item My Account.

Do you store my credit card information?

No, your credit card information is not stored with Zizzi Denmark ApS.

Information regarding your card will be handled by our payment providers, DIBS and NETS. It is therefore impossible for an outside party to gain access to the credit card information in our system.

How can I contact Customer Services?

Customer Services

If you have questions about our products, the processing of your order or returning goods purchased in the webshop, you can always contact our online customer services.

Call Customer Services on phone: +45 89 88 96 79
Send an email to: help@zizzifashion.com

Remember to include the order number your query relates to.

Customer Services' opening hours are:

Monday-Friday 10:00-18:00

We will try to deal with your enquiry as quickly as possible.

NB: We are not available at weekends or on bank holidays.

How can I pay for my order?

Through the webshop you will have the option to pay with the following payment methods:

  • Dankort / VISA Dankort 
  • VISA 
  • VISA Electron 
  • MasterCard
  • Mobilepay
  • Trustly
  • Klarna

Payment with credit card will be handled through an encrypted connection via the payment service Adyen, which has been approved by NETS. When paying, you will be asked to provide your card number, CVV and expiration date.

How do I know how much I need to pay?

All the prices listed on the Webshop include VAT. The prices are solely in place as request for you to give an offer to us. Before you approve a payment through the Webshop, the final price including VAT and possible delivery fees will be listed.

Should you decide not to finalize your purchase on the Webshop, you can refrain from approving the payment.

If you have confirmed a charge on your card which you later regret, you have the right as a consumer to cancel your purchase. Read more here.

You will also receive an invoice in your email inbox as soon as your order has left our warehouse.

How do I place an order?

 

If you are 18 or over and wish to purchase an item either for yourself or as a present for someone else, you can place an order via the webshop.

You are not bound to your purchase before you have completed the "Payment" step in the webshop. It is thereafter impossible to change or cancel your order.

I haven't received all of the items I ordered

If we have sent you the wrong item, or you have not received an item listed on your invoice and/or the delivery slip, please contact Customer Services with your order number to hand.

We will look into your order and get back to you as quickly as possible.

If an item you have ordered is sold out, the item will be cancelled from your order. This is explained in the email we send you when we dispatch the rest of your order from our warehouse.

When will the money be taken from my account?

 When you place an order, your card is approved and we reserve the relevant funds in your account.

The amount will be debited from your account when the order is dispatched from our warehouse.

You will receive an email from us when this happens.

Payment with PayPal

You can choose PayPal as your payment method. At the end of the ordering process, you will be forwarded directly to PayPal.

If you are already a PayPal customer, you can log in directly with PayPal and confirm the payment.

Paying with PayPal is very easy, as anyone with a bank account or credit card can easily pay with PayPal.

Why is it not working when I attempt to pay with my card?

Your credit card must be confirmed either by "Verified by Visa/MasterCard Secure Code" in order for you to purchase online.

This confirmation can be acquired through your bank/online banking. If you have already confirmed your credit card are still experiencing issues, please contact your bank.

Are there any requirements I have to meet before I can order through the webshop?

It is required that you are 18 years or older and that you are buying the product for yourself or as a gift for another.

Can you tell me some more information about an item?

 

On the item's page you can see the item's colour, measurements/sizes and material, as well as related products. If you have further questions about the item you are welcome to contact your local Zizzi store or Zizzi's Customer Services.

How do I find the right size?

Get help and instructions on how to find the right size in our size guide.

Is my size in stock?

You can check whether an item is in stock in your size by looking at the size underneath the item in the product list. If the size is written in black, the item is available in that size. If the size is in grey or not shown at all, it is unfortunately no longer available. 

Can I order without having a login to "My Account"?

Yes, it is possible to place orders without being logged in to "My Account".

How do I manage Club Zizzi in "My Account"?

In My Account you can easily register with Club Zizzi or cancel your membership. In your profile you can choose whether you want to receive emails, texts or both. 

What is "My Account"?

 

What is "My Account"?

"My Account" is an account that makes it easier for you to order via our webshop. By entering your details and saving them, the ordering process becomes quicker and easier.

In My Account you can find an overview of your orders, credit notes, etc.

How do I log in to "My Account"?

 

You can log in at any time via the "login" link located under the shopping basket.

If you have forgotten your password, click "forgotten password" and we'll send it to you straight away.

How do I delete "My Account"?

If you wish to delete the details in "My Account", please contact customerservice@zizzifashion.com

Do you deliver to PO box addresses?

No, for security reasons we do not deliver to PO box addresses.

Why can't I track my package?

It's possible that the package information is still to be updated by the courier. Please wait a couple of hours and try again. If there's still no tracking information for your package, you can always contact customer services at:

Zizzi Customer Services: Phone +45 89 88 96 79 or email customerservice@zizzifashion.com

Do I need to pay VAT and/or Customs Duty?

All prices in the webshop are inclusive of VAT and Customs Duty.

What is the cost of having my package delivered?

Delivery method Under 79€ Above 79€
Parcel shop 8€ Free
Home delivery 8€ Free

Will I receive a Track & Trace number?

Yes. It will be sent to you via email, along with your invoice, when your order is dispatched from our warehouse.

How soon will my order be delivered?

We aim to deliver your order as quickly as possible.

When you have submitted your order, it will immediately be forwarded to our warehouse for processing. 

If you order at the weekend or on a bank holiday, we will dispatch your order the next working day. 

We will send you a Track & Trace number when your order is dispatched from our warehouse, so that you can see where the package is and when you can expect to receive it. 

help@zizzifashion.com

Emails are answered on weekdays, as soon as possible within 24 hours

Send us an email

Chat with us

Monday-Thursday. 09:00-21:00
Friday: 09:00-16:00

Open chat

 

Call 0045 89 88 96 79

Mon - Thue: kl. 09.00 - 17.00
Fri: kl. 09.00-16.00

NOTE. Only questions for online shop