FAQs — Customer Help & Ordering Questions
❓ FAQs — Customer Help & Ordering Questions
Last updated: [July, 2025]
Welcome to the ZALCEN Help Center. Here are the most frequently asked questions to assist you with shopping, orders, and support.
🌍 Which countries do you ship to?
We ship worldwide. Wherever you are, ZALCEN is ready to deliver fashion and accessories straight to your door.
⏱️ What is the average delivery time?
Orders typically arrive within 8–15 business days to most countries. Delays may occur during peak seasons or due to customs clearance.
🔍 How can I track my order?
After your order is processed, you'll receive an email with a real-time tracking link so you can follow every step of the delivery.
🚚 Do you offer free shipping?
Yes — we offer free shipping on all orders, with no minimum spend required.
✏️ Can I change my shipping address after placing an order?
If your order hasn’t shipped yet, yes! Please contact our support team as soon as possible at contact@zalcen.com.
❌ Can I cancel my order after purchase?
Orders can be canceled within 12 hours of purchase. After that, processing begins and we’re unable to cancel.
🔁 What is your return and exchange policy?
You may request a return or exchange within 14 days of receiving your order. Products must be unused, undamaged, and in original packaging.
For more details, visit our Returns & Refunds Policy.
💳 What payment methods do you accept?
We accept all major cards (Visa, Mastercard, AMEX), Apple Pay, Google Pay, and other secure local payment methods via Stripe.
💱 In which currency will I be charged?
Our store is based in GBP (£) but prices convert automatically based on your location (EUR, USD, etc.). You’ll pay in your local currency.
📦 Will I be charged import duties or customs fees?
It depends on your country’s regulations. For non-EU countries, import taxes or clearance fees may apply upon delivery and are the buyer’s responsibility.
💷 Is VAT included in the price?
Yes — all prices include VAT where applicable in the UK and EU. There are no hidden fees at checkout.
🔐 Is it safe to shop at ZALCEN?
Absolutely. We use SSL encryption and secure payment gateways (like Stripe) to protect all transactions and personal information.
📧 How can I contact support?
You can reach us via email at contact@zalcen.com — we’re happy to help!
🛍️ Are your products original and high-quality?
Yes. Every item is carefully curated and quality-checked by our suppliers to ensure style, durability, and satisfaction.
💸 My discount code isn’t working. What should I do?
Check if your code is still valid and if minimum spend applies. Still not working? Email us at contact@zalcen.com and we’ll fix it for you.
🛑 Can I refuse the package upon delivery?
No — refusing delivery is not considered a valid return. Please accept the package and follow our return process if needed.
🎁 Do you offer gift packaging or special wrapping?
Not at the moment — but we’re working on future packaging options to elevate your unboxing experience.
🔎 Can I see reviews before buying?
Product pages display customer reviews when available. We're continuously collecting feedback from verified buyers to help guide your shopping decisions.
❔ Still have a question?
If your question isn’t listed above, feel free to reach out to our support team — we’re here to help!
📧 Email: contact@zalcen.com