Customer service

Orders and payment

See the full terms and conditions for shopping at, including payment, cancellation and making changes to your order

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 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: 0045 69 16 59 09
Send an email to:

Remember to include the order number your query relates to.

Customer Services' opening hours are:

Monday-Thursday. 09:00-17:00

Friday: 09:00-16:00

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.

Frequently asked questions

If you wish to withdraw from your purchase, you must return the item to us without undue delay and within 100 days from the date on which you informed us that you wish to exercise your right of withdrawal, providing you are a member of Club Zizzi. If you are not a member, the item must be returned within 30 days from this date. The right of return is valid for 100 days as a Club Zizzi member or 30 days for non-members, and the period is calculated from the date on which you received the item.

Returns can be made by using the return sticker "Return package", which is included in your package. You can follow the instructions included in your package.

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. See prices for returns. Returns are free for Club Zizzi members.

If the package you send to us contains items from multiple different orders, we ask you to inform us of this.

You cannot return goods by handing them in physically at Zizzi Denmark ApS in Billund.

Remember to follow the return instructions that come with your package - and make a note of the track & trace number on the return label that is included in the package.

Remember to ask for a receipt for the return shipping when you hand in your package. 
If you deliver the package via a postbox or do not have a receipt, we cannot initiate an investigation/complaint process if the package disappears during shipment. In these cases, unfortunately, we cannot issue a refund.

You bear the costs associated with returning an item in the event that you regret a purchase - even if the item was initially purchased with free shipping. Returns are free for Club Zizzi members.
Returns can be made by using the return label enclosed in your package. You can follow the instructions included in your package.
Here you can, upon presentation of an invoice, exchange, make a complaint about or return items purchased at the webshop.

The shipping prices for returns are as follows if you use the enclosed return label:

Parcel Shop 7,95€ 6,95€
Home delivery 7,95€ 6,95€

Returns and complaints

If you have purchased an item on the webshop that despite our quality control still gives rise to a defect complaint, you will not bear the costs associated with the return. When returning a defective item, you must send it back to us using the return label that was included in the package as well as a completed return slip.

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

Send us an email

Chat with us

Monday-Thursday. 09:00-17:00
Friday: 09:00-16:00


Call 0045 69 16 59 09

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

NOTE. Only questions for online shop