HOW DO I ORDER?
Placing an order on http://www.zakura.co.uk is simple. Browse our products using the search bar, category page or via the designers' page. Add the item size and colour to your basket, then once ready, proceed to checkout.
At the checkout stage you will be required to add your card details and it is important that you enter your name correctly as it appears on the card. As we take card fraud very seriously, we work with 3D secure for additional security for all Visa and Mastercard transactions.
This is a service that enhances your security protection against unauthorised use. When you reach the checkout page on our site, you will be re-directed from our checkout page, to your card issuers’ website, where you will be asked to re-confirm some details and enter your password. If you have any questions on 3D secure, please contact your card issuer who can verify any details, or check here to go to their website directly for Mastercard and Visa;
For all Paypal orders, you will be re-directed to the Paypal website from our checkout page, to complete the order. Please note, as you are re-directed from our website to Paypal, any orders placed using Paypal will not show up in your Account History. Therefore, it is important to keep your Order Confirmation and your Dispatch Confirmation, once received.
You will know your order has been successful when you receive your Order Confirmation summary via email. If you do not receive an Order Confirmation through, please contact firstname.lastname@example.org.
On Order Confirmation, we will only reserve the funds for the value of the order. We only debit the funds at the time of dispatch when you receive your Dispatch Confirmation email.
I AM A NEW CUSTOMER, WHAT DO I NEED TO KNOW?
All first time customers’ orders can only be shipped to a UK address, or a corporate work/business address within the UK, that we are able to verify independently.
We appreciate that this is not always convenient, however this only applies to your first order and we appreciate your understanding and co-operation on this policy.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
No, you do not need to have an account with us to order. However, if you do not, you will miss out on any offers and promotions that we provide our customers from time to time. It also remembers your cardholder and delivery details, to save you having to re-enter these every time you place a new order. Having an account allows you to check the history of current and previous orders, along with easy access for returns, store credit options and updates.
I HAVE FORGOTTEN MY PASSWORD AND MY ACCOUNT IS NOW LOCKED?
To ensure each account is secure and only accessible by the customer who owns it, we operate a password entry policy. If you have forgotten your password, or have incorrectly entered it more than twice, it will lock instantly for security.
Please email or call Customer Services, who can issue you an automated email of your password reminder and allow you to enter and update, if you so wish to.
HOW DO I KNOW THE PRODUCTS YOU SELL ARE AUTHENTIC?
As we are buying all products directly from the designer or authorised distributor of each brand, we can confirm that each and every product we sell is 100% authentic.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards; PayPal and UK based debit cards apart from American Express. We do not accept cheque, bank transfer or cash payments.
· Visa Electron
· Maestro debit and switch (UK only)
WE DO NOT ACCEPT:
· American Express
· Discover card (US)
· Off-line Bank Transfer
HOW DO I KNOW MY CARD DETAILS ARE SAFE?
At Zakura, your personal online security is very important to us. We use the very latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Datacash Ltd. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.
CAN I CHANGE MY ORDER ONCE I HAVE RECEIVED MY ORDER CONFIRMATION?
For security, it is not possible to edit any orders once they have been confirmed. Any additional items you may wish to add will need to place as a new order, however it may be possible to combine them on dispatch. It may be possible for us to the cancel an order, to allow you to replace it as you wish, providing the order has not already been dispatched. Please contact Customer Services via telephone or email, email@example.com as soon as possible, who will help assist you.
HOW DO I KNOW WHEN MY ORDER HAS BEEN SHIPPED?
When your order has been dispatched, we will email you the Dispatch Confirmation. This will show you the order summary, shipper and the tracking reference to allow you to follow the progress to your door.
Please note, we are not able to track any order once it has left our warehouse, so it is highly recommended that you use the tracking on the relevant shippers website to avoid any delays or in case any further information is required.
DO I NEED TO SIGN FOR MY ORDER?
Yes, as we want to ensure you receive your order safely, we only ship orders using reputable shipping companies and carriers. A signature will be required at the delivery destination by most carriers, within the daytime hours between 7am - 7pm, depending on the shipper used.
If you are not home, a Calling Card will be left through your door giving you details of how to arrange a re-delivery of your order.
If you have not received your order, or any calling card, please use the tracking reference sent you via email to see the status. Often, you will find that your order is at your local depot awaiting collection so please give Customer Services a call or email if you need further help on re-arranging your delivery.
Please note, the shipper will only attempt 2 deliveries of your order and after then, you will be required to collect the order in person. If the order is unsuccessful in delivery and a re-delivery has not been attempted after 7 days, the order will be returned to our warehouse.
If the order is returned, you will need to pay a new delivery charge for us to re-delivery this to you. To prevent this, please always track your order once we send the details to you.
WHICH SHIPPERS DO YOU USE?
HOW MUCH ARE THE SHIPPING COSTS?
We offer a wide variety of shipping options for our customers to be as convenient as possible. For the UK, we offer a Same Day service for all London based customers, along with a Next Day, Standard Delivery.
If you have any other request, please contact Customer Services and we will do our best to assist you.
WHAT CURRENCY WILL I BE CHARGED IN?
All our prices are in GBP Sterling, however your final value of order will be converted by your card issuer at the date of debit and shown on your card supplier statement.
Please note that the debit date could be different to the order, as we only debit funds on the dispatch date, rather than the order date.
DELIVERY INFORMATION AND COSTS
We aim to deliver within the approximate times stated below (Mon-Fri), orders placed after 3pm may add an extra day delivery.
£3.65 Express by Royal Mail (Next Day if ordered before 3pm GMT) - Free Shipping over £80.00
DELIVERY ADDRESS OPTIONS
You can only specify a different delivery address from your billing address, if it is your place of work. Just fill in your office address details at the checkout when prompted. All orders placed before 3pm GMT will be dispatched the same working day.
IS MY ORDER INSURED DURING TRANSIT?
Yes, all orders are insured against theft and accidental damage while in transit from Zakura to the delivery address.
The insurance expires once the order has been delivered and signed for, yet if the box is damaged on arrival, we recommend that you sign for it as damaged, or refuse it to prevent any future complications.
HOW WILL MY ORDER BE PACKAGED?
All Zakura orders are shipped in unique, bespoke and collectable re-useable packaging that fits the size of the order, to ensure safe delivery of the goods in transit. Where provided, we will send the goods within the designers own branded packaging and our own plain packaging over the top as extra safety.
For smaller items, we will often use our own packaging and then use a shippers packaging for added security and peace of mind.
HOW DO I RETURN ANY ITEMS?
If you wish to return any order to us, you will first need to contact Customer Services via email, firstname.lastname@example.org or by telephone and request an RMA (Returns Merchandise Authorisation).
You will then receive an automated email with a unique returns number and details on how to return your goods to us.
We are happy to accept any returns up to 14 days of receipt of your order, providing the items are unworn and must be returned in the original packaging the goods arrived in, including shoe boxes and any branded hangers.
Items must be adequately protected in transit, which includes shoe boxes, which are considered part of the product, and your return may not be accepted if the box is damaged. If you are unsure on how to return an item, please do contact Customer Services, who will be happy to advise you.
Upon returning the Goods for refund, we would be happy to provide you with an e-voucher that would be available to use online for the same amount you bought the Goods for.
Please see ‘Returns Policy' page to see further details