FAQ

FAQ

Frequently Asked Questions

Delivery

How long does delivery take?

Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).
After dispatch, estimated delivery is 5–10 business days, depending on your location, peak periods, and carrier operations.

Do you offer free shipping?

Yes. We offer free shipping on all orders, unless otherwise stated at checkout.

Do you offer tracked delivery?

Yes. All orders include tracking. You'll receive a tracking link by email once your parcel leaves the warehouse.
Tracking updates may take 24–72 hours to appear depending on the carrier.

What if my order hasn't arrived?

If your order is delayed beyond the estimated timeframe, email us at support@zeyxa.com with your order number and we'll assist you.

Do I need to pay customs fees or import taxes?

If your order is shipped internationally, your local customs authority may apply import duties, VAT, or handling fees.
If these fees apply, they are determined by your local customs authority and may be payable by the customer upon delivery.
Where applicable, we follow local rules on how taxes are collected and shown at checkout.

Returns & Refunds

What's your returns policy?

If you change your mind, you may request a return within 14 days of delivery (based on carrier tracking status).
Items must be unused, unwashed, and in original condition, with packaging/tags/accessories (if applicable).
This does not affect your statutory consumer rights.

How do I start a return?

Email support@zeyxa.com with:

  • your order number
  • the reason for return
  • photos (only if the item is defective/damaged/incorrect, or if requested)

Do I need approval before returning?

Yes. Returns must be authorised first to prevent lost packages.
After approval, we will email you:

  • your return authorisation (RMA), and
  • the correct return address

Return addresses may vary by product and batch. Do not return items to the address shown on the parcel.

Who pays for return shipping?

  • Change of mind / size / preference: return shipping is paid by the customer
  • Defective / damaged / wrong item: we cover return shipping and/or offer a replacement or full refund (case-by-case)

How long do refunds take?

Once we receive and inspect your return, refunds are typically processed within 2–5 business days.
Your bank/card provider may take up to 10 business days to complete the refund.
Refunds are issued to the original payment method.

Issues with Orders

What if my item arrives damaged, defective, or incorrect?

Contact us as soon as possible at support@zeyxa.com with:

  • your order number
  • clear photos/video of the issue

We'll resolve it with a replacement or full refund, including shipping costs where applicable.

I entered the wrong address. What should I do?

Contact us immediately at support@zeyxa.com with your order number and the correct address.
If the order has not been dispatched yet, we will do our best to update it.
If it has already been dispatched, we may not be able to change the address. In that case:

  • delivery may fail and the parcel may be returned to us, or
  • the carrier may require additional steps/fees to redirect the parcel (where available)

If a parcel is returned due to an incomplete/incorrect address or failed delivery attempts, we may need to:

  • reship the order (if possible), or
  • issue a refund minus any return shipping/handling costs charged by the carrier (where applicable).

Contact

How can I reach you?

Email: support@zeyxa.com
We aim to respond within 24 hours on business days (Monday to Friday).