Below are some of are common questions about orders
The shipping address can be only updated if the order is not shipped. If orders are showing shipped status, it means our delivery partner has processed your delivery and hence you cannot change your delivery address for the current order. Please change your shipping address or edit through the Zaecy website.
You may cancel your order before it is shipped or delivered by clicking 'My orders'. However, once the order is en route or delivered to you, it cannot be cancelled. However, you may return the product for a full refund in the case of manufacturing defects, subject to our verification.
Log onto www.zaecy.com and click ‘my orders’ to know the status of your order/s. Our standard delivery time is within three to five business days. However, we assure you that we will attempt to deliver before the committed date.
Typically, within 24 hours after an order is placed, an email with a tracking number will get sent to your account email address.
a) Please visit "My orders" to check the order status; it could still be under pending payment approval.
b) Please check if you logged in to the correct ZAECY account, as the email will be sent to the registered email address.
c) Please check your junk emails and see if your email address blocks our email.
To add or edit the shipping address click ‘My Address’.
Here are the steps: Step 1: Log in to your ZAECY account. Step 2: Add item(s) into your Shopping Bag. Step 3: Check out when the item selection is completed. Step 4: Complete shipping and billing information. Step 5: Fill in the payment information and click the CONTINUE button to complete the purchase.
Yes, you can only modify your order if your order is yet to be shipped or has not been delivered. Once your order shows shipped or delivered status, you cannot modify or cancel it.
You can only modify or amend the billing address if your bank (Credit card issuer) still needs to process your order payment. To change or modify the billing address before payment, click 'Edit' in the address section. Please ensure the billing address is correct before paying for your order.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
We offer refund only if the product has manufacturing defects. Once you report defect, we will collect the product back from you and will send it for inspection and if the product is identified with manufacturing defect/s, we will refund your entire purchase value. However, you may return the product for exchange of another Zaecy product for same value or a higher value by paying the difference. For some products, such as for instance undergarments, there is no return, refund or exchange due to hygenic reasons. Pls send an email to our customer service team at email@example.com and they will assist you on this query.
Kindly contact customer service or return details if necessary.
a) Item ID or Item SKU is needed, (You can find the SKU number in the description of the item)
b) The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, underwear, items with non-returnable marks, and gifts.
Once we accept your request, we will collect the product from you within three business days and inspect the product's condition. If the product is returned in original delivered condition to Zaecy's inspection team, we will process the exchange or return. A refund is only allowed for manufacturing defects, and your purchase value will be returned to your original payment method.
Kindly refer to our Exchange and Returns policy page for details.
Kindly refer to our Exchange and Returns policy page for details.
Yes, we accept exchange within 3 days of receipt for most items in delivered condition. Kindly contact customer service at firstname.lastname@example.org for exchange requests.
Below information will be required:
1. Item ID or Item sku is needed. (You can find the SKU number in the description of the item)
2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, underwear, items with non-returnable marks, and free gifts.
We do apologise for the inconvenience. Kindly contact customer service at email@example.com, and we will deliver the correct item and pick up the incorrectly delivered item. Below is the information that will be required:
1. Picture of the wrong item you received,
2. Item ID or Item SKU of the original item. (You can find the SKU number in the description of the item)
It is very unlikely as our products are packed in very hygienic conditions and undergo stringent quality checks before storing them with our fulfilment partner. It is beyond our control if this happens, and we sincerely apologise for the inconvenience. We will wish to understand how this has happened. Please get in touch with our customer service team at firstname.lastname@example.org, and they will organise to pick up the product back. Post inspection and approval by the Zaecy team will exchange it for a new product, which will get delivered to you on priority. Note: The stained item's picture and Item ID or Item SKU are needed.
We sincerely apologise for the inconvenience. We will wish to understand how this has happened. Please get in touch with our customer service team at email@example.com, and they will organise to pick up the product at the earliest. After inspection and approval by the Zaecy team, it will be exchanged for a new product, which will be delivered to you on priority.
Below is the information that will be required:
1. picture of the incorrect parts of the item
2. Item ID or Item SKU of the item. (You can find the SKU number in the description of the item)
We are sorry for the inconvenience caused. Please give us a chance to understand and fix the issue. We have a professional and qualified team of designers, production controllers and Zaecy management team who supervise every process of selection and manufacturing of the product. It then goes through stringent quality checks before it gets shipped to you. We are happy to exchange or offer a full refund in this case. Please get in touch with our customer service team at firstname.lastname@example.org.
Payments & Promos
Below are some common questions regarding payments and promotions
Zaecy currently only offers online payment via UAE-issued credit cards. However, in the near future we shall offer customers various payment methods, including cash on delivery, payment through credit card, debit card, and net banking.
For the most up-to-date information on promotions and sales, please refer to our main home page via zaecy.com. Be the first to know about our sales, giveaways, collection drops and more by making sure you can receive emails and push notifications from ZAECY.
Unfortunately, not at this time, but we will be offering this mode of payment soon. Currently, you can order Zaecy's products/goods using your UAE-issued credit/debit cards via our website “www.zaecy.com".
Unfortunately, we are yet to issue gift cards. We are working with some loyalty promotion partners and soon we will be able to offer gift cards to our customers.
Hi, there is an ‘unsubscribe’ button at the bottom of each promotion email; you may use this option to unsubscribe. Please let us know why you wish to unsubscribe so we can improve and match your expectations.
We apologise for the inconvenience, and we will resolve it at the earliest. If you were erroneously charged twice for your order, we will process your refund within five business days to the original payment mode. Please note that for the actual credit to be reflected to your original payment method, more time might be required depending upon the Card Issuer or the processing bank. A common reason you may have been charged twice for your order/s could be due to pressing the order tab twice. Please check 'My orders'; you can cancel duplicate orders and receive a refund accordingly.
Kindly note: If you do not see any duplicate orders or cannot cancel, please get in touch with our customer service team at email@example.com. Also, please send us information, including screenshots of the bank processing your payment twice and any account information.
Please check whether you used them on your previous order. You may check in "My orders", if the order was unpaid then you can cancel it first so that the coupon and points will be returned to your account, points and coupon both have a valid time. You can check "My orders" to see whether you have an unpaid order using the coupon.
Payments can be declined due to the following reasons:
1. You accidentally entered an incorrect debit/credit card detail like expiration date, billing address, and security code. (Security code on the back of your credit card).
2. Card issuer bank declined your payment.
Please, refer the issue to your card issuer as payment gateway functionality is provided to us by an external institution.
First, please enter all shipping and other necessary information for your order and save it. Then go to the checkout page, type in the correct coupon code in the box, and apply it.
It may be caused by the following reasons:
1. The discount is applied to the original price but not sale price on the page.
2. The code has already expired.
3. The purchase amount does not meet the standard of this code.