Ordering

Browsed the website and found something you like?

1. Once you find an item you want to purchase, choose your size, and click the green ADD TO CART-button. Your item will now be added to your basket. Continue to do this until every item you wish to buy is added.
2. When you are done adding items to your basket, click the basket icon in the upper right corner.
3. Make sure you are satisfied with the items in your basket and check the correct sizes and amounts next to each item. Proceed to the next step by clicking CHECKOUT. 
   Please note that the amount shown in your basket when you complete your purchase is the amount that applies to your order and cannot be adjusted afterwards.
4. Fill out the required information under each point: Choose country, My information, Shipping Method and Payment. If you would like to have your order shipped to a parcel shop, please make sure to actively choose the designated parcel shop from the list that opens when you click Edit.
5. Accept the Terms of Use next to the green button that says: BUY NOW.
6. Proceed to press BUY NOW and follow the instructions from the payment provider.
7. You will receive a confirmation e-mail once the order is complete. 

You can add your discount or voucher code in your basket before completing your order.

Click “Do you have a discount code?” under the CHECKOUT button. Enter or paste your code in the field that appears.

Why isn’t my discount or voucher code working?

There may be several reasons why your code isn't being accepted.

Start by checking the terms and conditions for the specific code:

• Have you entered the code correctly? We recommend copying and pasting the code rather than typing it – some letters and numbers can be difficult to tell apart (e.g. O and 0, or I and 1).
• Has the code expired? Check the expiry date in the terms and conditions.
• Is there a minimum spend? Some codes require a minimum purchase amount.
• Does the code apply to the items in your basket? Some codes only apply to specific categories or products.
• Can the code be combined with other discounts? This depends on the terms and conditions for the individual code.

Also, please check:

• Have you entered the code in the correct box? Make sure you enter the discount code in the discount code field and not in the gift card field during checkout.

Can I use more than one discount or voucher code on the same order?

It depends on the individual code. Whether a code can be combined with other discounts, codes or offers will be stated in its terms and conditions.

If the terms and conditions do not allow codes to be combined, you can only use one code per order.

My discount or voucher code has expired – can I still use it?

No. Unfortunately, expired codes cannot be reactivated or extended.

Can you add a discount or voucher code after I've placed my order?

No. The code must be entered before you complete your purchase.

We cannot add codes or refund the difference afterwards, even if you receive a new code or promotion shortly after.

You can, of course, use the code on a new order as long as it is still valid.

If you couldn't complete your payment or you're unsure whether your order went through, check the information below based on what happened during checkout.

Why is my card payment being declined?

A card payment can be declined for several reasons, for example:

• There are insufficient funds available on the card
• The card has expired
• The card details were entered incorrectly
• Your bank or card issuer declined the payment
• Your limit for online purchases has been exceeded

Check your payment details and try again, or choose another available payment method.

If your card continues to be declined, please contact your bank or card issuer, as they can usually provide more information about why the payment was not approved.

Paying with Klarna?

When you choose Klarna, your payment must be approved by Klarna.

If Klarna declines the payment, please follow the information provided by Klarna or choose another available payment method.

Have you received information from Klarna but no order confirmation from us?

If you have received a Klarna invoice or payment overview but haven't received an order confirmation from us, don't place another order straight away.

First, check your spam or junk folder for the order confirmation.

You can also check the Klarna invoice for your order number. If you still can't find your order confirmation, contact us and provide the order number shown by Klarna so we can check the order for you.

Receiving information from Klarna alone does not necessarily confirm that your order was successfully created with us.

I can see a reserved amount even though the payment failed

When paying by card, you may see a temporary reservation on your account even if you believe the payment or checkout failed.

A reservation is not the same as a completed charge and does not necessarily mean that an order was successfully created.

If you tried to pay several times, you may see more than one reservation.

If no order was completed, the reservation will be released automatically. How quickly it disappears from your account depends on your bank and payment method.

I haven't received an order confirmation

First, check your spam or junk folder.

If you were logged into your account when placing the order, you can also check whether the order appears in your account.

Not receiving an order confirmation does not necessarily mean that the order wasn't created. For example, you may have entered an incorrect email address during checkout.

If you're still unsure, contact us before placing another order. We can check whether an order was created and help you avoid accidentally placing the same order twice.

Please provide:

• The email address you used when placing the order
• The approximate date and time you tried to place it
• The order amount
• The payment method
• Your order number, if you have one

How do I know if no order was created?

If:

• No amount has been charged or reserved on your card, and
• You haven't received a Klarna invoice or payment information, if you chose Klarna, and
• You haven't received an order confirmation from us,

then no order has been created, and you can try placing your order again.

Unfortunately, it is not possible to make changes to an order once it has been placed. This applies to delivery details, email address, delivery method, as well as the size, colour and quantity of the items ordered.

If your order has not yet been shipped, you are welcome to contact our Customer Service via the Cancel purchase form to check whether it is still possible to cancel it. If the order can be cancelled, you can simply place a new order with the correct information.

We recommend contacting us as soon as possible. As soon as your order is confirmed, it is sent directly to our warehouse so we can pack and ship it as quickly as possible – and once it has been packed, unfortunately, we can no longer cancel it.

If your order has not yet been shipped, you are welcome to contact our Customer Service via the Cancel purchase form to check whether it is still possible to cancel it.

We recommend contacting us as soon as possible. As soon as your order is confirmed, it is sent directly to our warehouse so we can pack and ship it as quickly as possible – and once it has been packed, unfortunately, we can no longer cancel it.

Has your order already been shipped? In that case, you can instead withdraw from your purchase and return the order once you have received it.

Do you want to cancel pre-ordered items? Read how in this article Can I cancel a preorder?

As a consumer, you always have the right to withdraw from a purchase. 

To do so, please return your parcel within the return period by creating a normal return and sending it back to us.

Please note that an uncollected parcel is not considered an exercise of your right of cancellation. If a parcel is not collected and is returned to us automatically, a fee of 4,99 EUR will be deducted from your refund.

You can log in by clicking the login icon () in the top-right corner of our website or by entering your login details during checkout. 

If you’ve forgotten your password, you can reset it easily. Please use our article What do I do if I forgot my password? for step-by-step guidance.

Yes, it is possible to place an order without being registered or without being logged into a Club Zizzi account.

You must be at least 18 years old to shop on our website, whether you’re buying for yourself or as a gift.

You are not committed to your purchase until you have completed the payment at checkout.

All prices in the webshop are inclusive of VAT and Customs Duty.