Ordering & Payment

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. 

Yes. You do not need to be a Club Zizzi member to shop on our webshop. You can always complete your purchase as a guest without creating an account.

If you become a Club Zizzi member, you will also get a personal account where you can, among other things, view your order history, credit notes and vouchers.

It is not possible to have a personal Zizzi account without also being a member of Club Zizzi.

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.

Can I buy a gift card online?

Yes. You can buy a Zizzi gift card online.
Once your purchase is completed, you’ll receive a digital, print-friendly PDF gift card. The gift card can be used both online and in all Zizzi stores.

Can I use a gift card bought in a store online?

Yes. All Zizzi gift cards can be used both online and in all Zizzi stores.

You can redeem your gift card during checkout by entering the gift card number in the payment section.

Can I use a gift card bought online in a store?

Yes. Zizzi gift cards can be used both online and in all Zizzi stores.

How can I check the balance of my gift card?

You can easily check your remaining gift card balance.

What happens if I return or cancel an order paid with a gift card?

If you cancel or return an order that was paid fully with a Zizzi gift card, the refunded amount will automatically be issued to a new gift card.

If you paid using both a gift card and another payment method, the refund will be handled as follows:

• If the value of the returned items is higher than the amount paid with the gift card, the refund will first be issued to a new gift card (up to the gift card amount). Any remaining amount will be refunded to the other payment method used.
• If the value of the returned items is lower than the amount paid with the gift card, the full refund will be issued to a new gift card.
   

Example:
You place an order for 500,-
250,- is paid with a gift card and 250,- with a credit card

You return items worth 400,-
250,- is refunded to a new gift card
The remaining 150,- is refunded to your credit card

You can pay in our webshop using the following payment methods:

• Visa
• Mastercard
• Paypal
• Google Pay
• Apple Pay

Secure payment
Card payments are made through an encrypted connection via the payment service provider Adyen, which is approved by NETS. You will be asked to enter your card number, CVV or CVC, and expiry date.

When will I be charged?
The amount is reserved when you place your order and is only charged when the order is shipped from our warehouse. If you pay with Klarna, you will instead receive the invoice by email when the order is shipped.

When you place your order, we reserve the amount on your payment method. This means:

• The amount appears as "pending" on your bank/card account
• The money has not been charged yet

When your order is shipped from our warehouse, you will receive an email from us, and the amount will be charged to your account.

Timeline:

1. You place your order → The amount is reserved
2. We pack your order
3. Your order is shipped → The amount is charged to your account – the reservation becomes a completed payment

Paying with Klarna?

If you pay with Klarna, it works a little differently: You will receive the invoice by email when your order is shipped. You only need to pay once you have received the invoice, according to the payment deadline provided by Klarna.

If you cancel before shipment:

We always release the reservation immediately from our side when you cancel.

How quickly the amount disappears from your bank account depends on your bank and card type – not on us. It can typically take anywhere from a few days up to 30 days, depending on whether you use a debit or credit card and which bank you use.

Please note: We never charge you for a cancelled order. If the amount is still showing as "pending", it is only a reservation that has not yet been released by your bank. If you are unsure about the timing, please contact your bank.

If you pay with Klarna and cancel before shipment, you will not receive an invoice at all, as you are only invoiced when the order is shipped.

For pre-orders:

When you pre-order items, the amount is only reserved on your account until the items become available. We only charge you for your pre-order when it is shipped from our warehouse. If your pre-order is delayed, the reservation on your account will automatically be extended.

If the chosen payment method is not working, we recommend that you refresh the page and re-enter your card details or choose a different payment method. However, here are a few more plausible reasons why the payment method you chose does not work:

Credit card

Your credit card must be confirmed either by "Verified by Visa/MasterCard Secure Code" in order for you to purchase online.

This confirmation can be acquired through your bank or in your online banking account. If you have already confirmed your credit card and are still experiencing issues, please contact your bank directly.

PayPal, GooglePay, ApplePay

Please check that your connected bank account is covered. If this is the case, we recommend that you reach out to the payment provider or to your bank directly, who will help you locate the issue.

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.

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

Yes, it is safe to pay through the webshop. The payment is handled via an encrypted connection through Adyen, which is approved by NETS.

Credit Card

To ensure a high level of safety when purchasing with a credit card, we have added new safety measures. We have implemented 3D Secure, which is also known as "Verified by Visa" and "MasterCard Secure Code". It is a new general safety standard for purchases made online above a certain amount, which has been created by the credit card companies Visa and MasterCard.

This is how you proceed:

• Your credit card number
• Date of expiration
• Your CVV or CVC

Thereafter, you will be prompted to enter your Verified by Visa or MasterCard Secure Code to approve your purchase.

Once your card is registered, you will use it to identify yourself – either through your Verified by Visa code or your MasterCard Secure Code – when you purchase items online in the future.

What is PSD2?

The Second European Payment Services Directive (PSD2) makes online payments more secure by requiring stronger customer authentication (SCA). This directive requires you to confirm your payment with a second authentication step (two-factor authentication). This can be, for example, a fingerprint in your online banking app or an additional verification code.

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.