Frequently Asked Questions
USER ACCOUNT & PASSWORD
You can create a new user account by hovering over “my account” at the top of the Zyrafashion homepage. A flyout window will appear. Simply click on the “create an account” button at the bottom of the flyout window. Alternately, you can click on “my account” and a new page will open, in which you can follow the link to “create an account”.
All you need to create a user account is your title, name, email address, and a personal password. You can change and edit your personal information at any time. This information is confidential and will not be passed on to third parties.
To change your personal information simply log-in to your Zyrafashion user account. You can view all of your information by clicking on “my account information”. You can edit your personal information by clicking on “account information”.
You can change your password by hovering over “my account” at the top of the Zyrafashion homepage, or by clicking on “my account”. Then click on “did you forget your password?” and enter your email address. You will receive an email shortly after doing so with your new user details. Log in using the user details that have just been sent to you making sure to pay attention to the correct spelling. Once you’re logged in you can change your password by clicking on “my account information” in the “my overview” menu.
You can always order as a guest on Zyrafashion, without creating a user account. Once you’re ready to checkout, you will be forwarded to the sign in page. Simply choose the option “proceed without login”. Once you have entered your shipping and billing address information and your payment method you will be asked to “confirm” your order. You can choose to uncheck the box marked “create a user account using my personal information” before confirming and completing the order.
PAYMENT & REFUNDS
Depending on what country your order is being shipped to, Zyrafashion accepts various payment methods. We accept credit cards for most countries. You can find out more about which payment methods are accepted for your country in the ” payment” tab.
Your package will be shipped the same day that we receive your payment and you will receive an email with your package’s tracking number.
When placing an order online, the sum total of your order is pre-authorized by your credit card, meaning that this amount is reserved for Zyrafashion. This pre-authorization is a validation of your credit card, which ensures that the given amount can be charged to your account. The available limit on your credit card will be altered according to this pre-authorized amount, however it will not be charged as of yet. Once your package has shipped, the amount will be charged to your credit card and the amount will be debited to Zyrafashion. If you cancel your order before it ships, your credit card will not be charged and the pre-authorization is made void. Please note that the pre-authorization is valid for at least 7 days and the time it takes to declare it void depends on your bank.
In general, you will be refunded one business day after we have received the returned items. Please note your bank’s or credit card company’s processing times.
Refunds from returns will be booked onto the payment method that was used on the original order (bank account, credit card, PayPal account). Refunds cannot be booked on a different payment method than the one that was used for the original order.
You also have the possibility of receiving a gift certificate for the amount of the returned items as opposed to a refund, which you can redeem on your next Zyrafashion order. Please let us know what you would prefer on the returns form. If you choose to receive a gift certificate, it will automatically be sent to the email address that is saved to your user account.
Please note that your climate neutral contribution helped offset the carbon emissions of your order. Therefore, in the case of returns, it is non-refundable.
SHIPPING & TRACKING YOUR ORDER
Our shipping costs vary depending on what country your order is being shipped to. You can find out more about shipping costs for your country in the ” shipping”.
Your order is insured when we send it to you. In order to guarantee that your package is insured in the case that you return items to us, please make sure to use the official returns sticker that is included in your package. If your returns package is picked up by one of our shipping partners, please make sure to confirm the pick-up by asking for a signed receipt. If you drop off the returns package at a post office, also make sure to ask for a confirmation receipt.
If you live in Munich you can choose the “express courier” option as your “shipping method” and you will receive your order within 3 hours. The fastest option for customers in other cities/countries is either DHL Express or UPS Express.
You will receive an email with your parcel’s tracking number as soon as DHL or UPS has picked it up from our warehouse. You can track the status of your order to find out where it currently is and when it will get delivered at any time using this tracking number.
It’s completely hassle-free: Simply order as you always have, and, when choosing your preferred delivery method, you can select the climate neutral option to help offset the carbon emissions of your order.
RETURNS & EXCHANGES
All purchased items can be returned free of charge – including reduced items. If you would like to repeal your contract of purchase, you may choose one of the following two options:
1.) You have 14 days after delivery to repeal your contract of purchase in written form by sending us an email, a fax, a letter in the mail, or over the phone. We recommend that you use our cancellation form template. After sending us your cancellation form, please return the items within 14 days.
2.) Your repeal of purchase will automatically take effect if you return the items within 30 days.
Please note that we can only accept returns from the country which the shipment was sent to. For more specific information, please refer to the ” returns” section.
All purchased items can be exchanged within 30 days of receipt, free of charge – including reduced items. The exchange policy only applies if the items are in mint condition i.e., have not been worn, altered or washed and all tags have to be attached. Return/exchange shipments have to be sent using the service used for the original delivery (DHL or UPS). Please be aware that we can only exchange an item for the same item in a different size. We can only accept exchanges from the country which the shipment was sent to. For more specific information, please refer to the ” exchanges” section.
GIFT CARD/STORE CREDIT
You can purchase a Zyrafashion Gift Card by clicking on the “gift card” menu on our homepage. You will be redirected to a new page in which you can choose whether you would like to order a Gift Card that will be sent in an email or one that will be sent in the mail. You can also choose a motif for the Gift Card and add a personal message.
You can check the balance of a Gift Card or store credit at any time: simply click on the “Gift Card” link at the bottom of our homepage to get to the gift card page. Please enter the Gift Card code in the designated field, making sure to pay attention to the correct spelling. Click on “check balance” to see the current balance of your store credit or Gift Card.
You can redeem your Gift Card or store credit at checkout once you have added your preferred items to the shopping bag. Your code is directly on your Gift Card or in your Gift Card email. Enter this code in the “Gift Card/store credit/promotion code” field at checkout. Please pay attention to the correct spelling of the code and make sure that it is intended for use in your country/currency. Click on “use code” to redeem it
WISHLIST & NOTIFICATIONS (ALERTS)
The wishlist is a great way to keep track of your personal must-haves and their availability. Plus, it just takes one click to move an item from your wishlist into your shopping bag.
Once you’re logged in to your Zyrafashion user account you can add items to your wishlist and activate the back-in-stock alert. You will be notified automatically when your favourite item has been restocked in your size. Please note that we cannot guarantee that the item you have chosen will be restocked.
You have the possibility of having us notify you as soon as a certain item goes on sale. Once you’re logged in to your Zyrafashion user account you can add items to your wishlist and activate the sale alert. You can also subscribe to our newsletter, that way you will kept up to date on all of our offers and what is going on in our webshop.
Once you’re logged in to your Zyrafashion user account you can add items to your wishlist and activate the last-piece alert. If there is only one item left, you will be notified by email.
If you would like to subscribe to our newsletter you can register by entering your email address in the designated field at the bottom of our homepage. You will be redirected to the registration form by clicking “sign up”. Please fill in your name, date of birth, and your preferred country and language. You can complete your registration to our newsletter by clicking on “complete registration”. If you would like to unsubscribe, you may do so at any time.
You can unsubscribe from our newsletter at any time. In order to cancel your subscription, please click on “UNSUBSCRIBE” at the bottom of your newsletter.
If you require further assistance, please contact our Customer Service Team.
Please note that due to a high amount of requests, we might take a few days to get back to you. We apologize for any inconvenience this may cause.