F.A.Q. Frequently Asked Questions

GENERAL F.A.Q.

Ordering Process for ZEGSEN

If you've found the products you want on ZEGSEN, here is how you can place your order:

Add the products you want to your basket on the website
Fill in the necessary information requested during the address and payment stages accurately
Complete your purchase easily and quickly

It's important to note that there are no membership obligations when shopping through ZEGSEN.

Need more information on our products?

Feel free to reach out to our Customer Service team for any queries regarding our website or the products you're interested in.

What Happens if Your Order is Lost or Damaged?

Rest assured, we take full responsibility for your order until it is delivered to you accurately and securely. You will not be held accountable for any lost or damaged items.

In the unlikely event of any issues, we offer a full refund or will send the products to you again.

To ensure that your order is processed correctly, please provide accurate contact information during checkout and avoid using a P.O.BOX.

Shipping Fees and Costs for ZEGSEN Website Orders

At ZEGSEN, we offer fast and affordable shipping options for our worldwide customers. Expect the most competitive shipping rates in the market, with guaranteed delivery times of 2-4 working days. As you add more items to your cart, the shipping price becomes even more cost-effective.

We strive to offer fair pricing and net shipping costs for all our products, regardless of your location. While we do not provide free shipping, we ensure that every customer receives the same pricing on our products.

To maintain transparency, we provide a clear breakdown of our shipping fees, which are calculated based on the weight of your shopping basket. Rest assured that the shipping fee is the same for all customers worldwide.

If you're curious about our shipping costs, feel free to check out our competitive rates and see for yourself on your order cart.

CARGO

Our Shipping Locations

Wondering where we ship to? With our express UPS delivery service, we can ship to any country in the world. You can expect your package to arrive within 2-4 working days.

Adjusting the Delivery Address After Placing an Order

Wondering whether you can change the delivery address after placing an order? You can make changes before your order ships, but keep in mind that this may extend the delivery time. Simply contact our customer service to initiate the process. You can also track your order's progress in real-time through our order tracking section.

Shipping Costs on ZEGSEN Website

Curious about shipping costs on ZEGSEN? Unfortunately, we do not offer free shipping on purchases. As we cater to customers worldwide, we strive to be transparent about our prices and shipping fees. However, we promise to provide competitive rates that you can check out for yourself.

What to Check for When Receiving Your Order

When you receive your order, it's crucial to inspect the cargo package for any damages such as rips, crushing, or wetness. If you notice any issues, report them immediately. Additionally, compare the products in your package to the ones listed on the invoice to ensure they match.

If there are any problems with the package or its contents, seek assistance from the cargo officer and do not accept delivery until the issue is resolved. Make sure to prepare a report for the cargo authority, which will help facilitate product exchange or refund.

Please note that missing or damaged items reported after accepting the cargo may be rejected, as there is no report or it was not prepared during the initial delivery.

What Happens If You're Unavailable at Delivery Address?

In the event that you're not present at the address, your order will be held at the cargo branch for three days. You can pick up your order from the cargo branch during this time if you'd like. After three days, if the order is not received, it will be returned to the ZEGSEN warehouse. Please note that all orders are shipped with a waybill and invoice, as required by law, and no such message will be left by the cargo.

How Will My Order be Packaged?

Your order will be packaged with utmost care to ensure it arrives safely. The product is first wrapped in protective paper padding and a special nylon air balloon. It is then placed in an extra box and firmly secured. This method minimizes the risk of damage, even for delicate items. For example, home textiles are shipped in a ZEGSEN box or a ZEGSEN printed cargo bag that conceals the contents from view.

Tracking Your Shipment: How to Locate Your Cargo. Need to know where your cargo is?

Here's how you can find out: simply check your order under the My Orders tab in My User Account, and you'll be able to view your cargo tracking number. From there, you can determine your shipment's current location.

DELIVERY

Which Courier Will Deliver My Order?

We're partnering with FedEx and UPS for our shipping needs at ZEGSEN.

Shipping Fees.

We charge a shipping fee based on the weight of your shopping basket. It's the same for customers all over the world.

Shipping Information for Orders. When will you receive your orders?

After you place an order, it will be sent to the cargo company in accordance with the delivery time specified for the product. Our team prepares and delivers orders to cargo within two business days. Please note that we do not offer cargo deliveries on Saturdays or Sundays. To track your order, please visit the 'My Orders' tab located in the 'My User Account' section. Please be aware that unforeseen factors such as inclement weather may cause delays in your shipment.

Product Cart Duration. Wondering how long products can be kept in your cart?

Please note that adding items to your cart does not reserve them. Products can be kept in your cart as long as they remain available for purchase.

Need to Check Your Orders?

Here's How: To check your order status, simply navigate to the 'My Orders' tab within the 'My User Account' section.

Understanding the Cost Breakdown of Your ZEGSEN

Purchase, It's important to note that any additional charges, such as customs fees, VAT and tax, are not included in the selling price of any product sold on ZEGSEN. Your purchase is strictly limited to the product price and shipping fee. To avoid any confusion, customers are responsible for any potential customs fees, VAT payments and country taxes that may apply.

ORDER

How can I order?

After adding the products you want to your basket on the ZEGSEN website; You can complete your shopping easily and quickly by filling in the information requested at the address and payment stages completely and accurately.

Can I add products to my order?

You can add products from different campaigns to your cart and buy them with a single shipping fee. You cannot add products to the order you have paid for. However, by canceling your order, you can create a new order, add the missing products to your new order and ensure that all products are sent to your address with the same cargo.

How can I change my order?

There is no exchange option for purchases made through the ZEGSEN online store. If you wish, you can return the product(s) you have purchased from our online store and create a new order.

How can I cancel my order?

Your order cancellation request; You can send your cancellation request by checking the order tracking screen, contacting our Customer Services before your product is delivered to the cargo and an invoice is issued for your order, or by contacting us at info@zegsen.com. For detailed information, you can review the Cancellation, Refund and Exchange conditions.

RETURN AND CANCELLATION

Can I return my order?

You can return the product you purchased within 30 days from the date of receipt in its original package and as received.

Who pays for the shipping when the product is returned?

The return shipping fee of the product you want to return for any reason is covered by us. You can send the product you want to return with UPS cargo.

How do I do the return process?

You can return the products within 30 days after they reach your address.

Products must be returned in their original packaging and as received.

You can send your return with our contracted UPS cargo. Your order number is also the return code. You can send your order number to the cargo employee and return it to the address below.

Return address: FESLEGEN MAH. 1004. . SK. LONG APT. NO. 12 INTERIOR DOOR NO. 3 PAMUKKALE/ DENIZLI, TR 20150

What is the return period for the purchased product?

The return period for a re-saleable product that you want to return for any reason is 30 days after delivery.

Are there any non-refundable products?

Products that come into contact with the body (underwear, towels, bathrobes, etc.) during use cannot be returned for hygienic reasons. You must return these products only before use.

Products damaged by user error (fall, impact, etc.) cannot be returned.

When will the return product cost be reflected on the credit card?

After the products you return reach the ZEGSEN warehouse, their compliance with the return conditions is checked. After checking the compliance of the product with the return conditions, the cost of the unused products that have not lost their resaleability feature will be transferred to your credit card within 1-3 days on average. The duration of the fee refund process varies according to the banks. For any questions about returns, you can contact us from the support section or our support line.

The product I received is defective, what should I do?

When receiving your order, you should definitely check whether there is a problem with the cargo package torn, crushed, wet, etc. The cargo officer will assist you in case of any problems with the cargo package or its contents. In such a case, you should not take delivery of the cargo and keep a report to the cargo authority. If the package was not delivered directly to you and you could not keep a record, you must return the defective product. If the defective product is a set, it must be returned as a set. You can send your return with our contracted UPS cargo. Your order number is also the return code.

PAYMENT

Credit card does not approve at the payment step. What should I do?

During your order, your credit card may not be approved for different reasons. Some of these reasons are:

Entering the card number incorrectly,
Your card's expiration date is incorrect/overdue,
If the card you use is an additional card, it has been canceled by the main card holder,
Temporary connection problems during the approval process,
You try to reuse a card that you reported lost,
It could be considered that the card you are trying to use is an ATM card, not a credit card.

If you are having problems other than these reasons, you can contact us or your bank for assistance with your credit card approval issues. You can reach us at customer service support phones - +900555 080 2280 - or info@zegsen.com.

What are the payment options?

You can pay with credit and debit cards.

Can I pay at the door?

We do not have a payment system at the door.

How do you ensure my credit card security on my orders?

ZEGSEN uses Global Sign SSL Certificate, the highest standard of SSL security certificates. All transactions in credit card payment are made between the bank and your computer with 128 bit Global Sign encryption method. With this method, you can shop safely while protecting your information.

Can I make money order-EFT?

Currently, there is a wire transfer and eft system for wholesale purchases only on zegsen.com.

MEMBERSHIP

How can I become a member?

After clicking the 'Register' button on the top right of the ZEGSEN homepage, fill in the required information in the 'Quick Membership' form that you will view, completely and correctly, and click the "Save" button. After you verify your account with the confirmation code sent to your e-mail address or your phone, your membership will be activated.

What should I pay attention to in the membership process?

The information you have specified in the member registration form must be correct. It is not possible to re-register with the e-mail address registered to ZEGSEN before.

No confirmation email received. What should I do?

A confirmation e-mail is sent to the e-mail address you entered during registration. When you click on the link in the mail, your account will be verified and activated. If you cannot reach the confirmation mail, the email provider you use may have sent the inbox to the 'junk', 'bulk' or 'spam' folders. For detailed information and assistance, you can contact our Customer Services by calling +90555 080 2280 or sending a message.

How can I change my membership information?

You can update your membership information from the 'Profile' section by entering the 'My User Information' section under the heading containing your User Name.

How can I update my address information?

You can update your address information and add different addresses from the 'My Address Book' section by entering the 'My User Information' section under the heading where your User Name is located.

Can I change my billing information?

You can change your billing information in the completing your order section. If an invoice is not issued to your name after you place the order, you can fill out your information from your Member Panel or contact our Customer Services by calling 0555 080 2280 or sending an e-mail.

How can I find out if I forgot my password?

Registered in the system by clicking on the 'Forgot Password' section on the member login page.

After you write your e-mail address in the relevant section, a 'Password Renewal Link' will be sent.

You can update your password via the link sent to your e-mail address.

How can I cancel my membership?

You can cancel your membership by simply canceling your membership from the member panel.