Help & FAQ's
- Q1. What is your extended Christmas returns policy?
- Q2. How can I be sure the items you are selling are genuine?
- Q3. How can I contact you?
- Q4. Do I need an account to place an order?
- Q5. How can I track my order?
- Q6. Can I change the delivery address after placing an order?
- Q7. Can you help with measurements?
- Q8. How soon will I get my order?
- Q9. How much is shipping & how secure is it?
- Q10. Can I pay online & collect instore?
- Q11. Can you deliver to an alternative address?
- Q12. Can I order by telephone?
- Q13. What is Clearpay?
- Q14. What is Klarna?
- Q15. What if my order is unsuitable?
- Q16. Can Zee & Co refund my UK VAT costs?
- Q17. Can I pay in another currency?
- Q18. Is it safe to order from your website?
- Q19. How can I create a Wish List?
- Q20. I purchased an item reduced in the sale, can I have the difference refunded?
- Q21. What will my order by packaged in?
- Q22. What does 'to follow' mean on my order?
- Q23. Do you price match?
- Q24. I need some help with…
- Q25. I am interested in a career at Zee & Co...
Q1. What is your extended Christmas returns policy?
We have extended our usual limit for returns. Any purchases made online between 23rd October 2023 and 23rd December 2023 can be returned up until 6th January 2024. For purchases made from 24th December onwards, our normal refund policy will apply. Please note that our branches are unable to accept returns on 26th, 27th or 28th December 2023.
Q2. How can I be sure the items you are selling are genuine?
Zee & Co has been established since 1985 and has 35 years continuous trading. We are authorised online and branch stockists for all the designers we feature and can categorically guarantee that every item sold on our website (or within our branches) is authentic. When you shop at Zee & Co, you can shop with confidence.
Q3. How can I contact you?
Our Customer Care Team are available by telephone on +44 (0)1279 432078 Monday to Friday 9am - 5pm and Saturday to Sunday 9am - 1pm, or email email@example.com. Alternatively our Head Office address is Zee & Co, New Court Business Park, Perry Road, Harlow, Essex CM18 7NS.
Q4. Do I need an account to place an order?
Although you can place orders without opening an account, if you register with us you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders. Click here to open a personal Zee & Co Account.
Q5. How can I track my order?
Please sign into your Zee & Co account where you will find the tracking number and courier details for your order consignment. Click here to sign into your personal Zee & Co Account.
Q6. Can I change the delivery address after placing an order?
For security reasons we are unable to update delivery addresses once an order has been placed. In this instance, please request that the original order is cancelled and a replacement order can then be made.
Q7. Can you help with measurements?
Please use our size guide for assistance with measurements. If you require more specific advice, please email our Customer Services Department firstname.lastname@example.org stating the Zee SKU code for the garment and our Customer Care Team will be delighted to help you.
Q8. How soon will I receive my order?
We strive to ensure 99% of all orders placed before 10.00am Monday-Friday will normally be despatched the same day subject to credit and security clearance. Orders received after 10.00am or at weekends or public holidays, will be sent on the next working day. Due to unforeseen circumstances some orders may have a slight delay and therefore we ask customers that you allow five days for order despatch. During our sale periods we are unfortunately unable to guarantee next day UK delivery. For full shipping information please see our delivery section
Q9. How much is shipping & how secure is it?
Standard shipping to within the UK & Northern Ireland is £4.99 through DPD UK or an alternative courier service. Please note that all deliveries will require a signature upon receipt or, due to the COVID pandemic, an image of the delivery will be taken. Please note that your parcel may be left with a neighbour if you are unable to accept the delivery. For full UK and international shipping option please see our delivery section
Q10. Can I pay online & collect in-store?
Click & Collect is a service which allows you to purchase goods online and collect-in-store. There are no delivery charges and no waiting around for postal deliveries. For full click & collect information, please see our Fast Worldwide Delivery Service here.
Q11. Can you deliver to an alternative address?
For our customer’s convenience we do deliver orders to an alternative delivery address but occasionally Zee & Co may request proof of identity/address or may only be able to ship orders to the billing address. If this is required we are unable to dispatch the order (or hold the goods) until the ID has been received. Please note that any identification checks are designed to protect the security of your credit/debit cards.
Safe Place : if you request to leave your parcel to be left in a 'safe place', Zee & Co or our partner courier are unable to accept responsibility for lost packages.
Q12. Can I order by telephone?
Yes you can. Simply ring our dedicated Customer Service Line +44 (0)1279 432078 between 9.00am & 5.00pm Monday to Friday or 9am to 1pm weekends and we can process your credit/debit card transaction over the telephone. Please note that we can only accept telephone orders if we are delivering goods to the cardholder billing address.
Q13. What is Clearpay?
Clearpay is an instalment payment option, a service that allows us to offer our customers the ability to make purchases now and pay for them in four payments without any interest when all payments are made on time.
Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply.
Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Click here for full Terms & Conditions. For further information on how to use Clearpay, click here.
Q14. What is Klarna?
Klarna provides customers with more flexible shopping and purchase experiences.
Klarna's Pay in 3 option allows you to spread the cost of your purchase into 3 interest-free instalments, when you pay on time - for more information click here.
Klarna's Pay in 30 days allows customers to try before you buy and only pay for what you keep. Pay up to 30 days later. No interest. No fees, when you pay on time. For more information click here.
Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply."
Q15. What if my purchase is unsuitable?
If you are not 100% satisfied with your order for any reason you can simply have your money refunded. Please see our returns page for full terms and conditions.
Q16. Can Zee & Co refund my VAT costs
Zee & Co are able to refund UK VAT costs to countries outside of the European Union. Please place an order as normal and the UK VAT will automatically be deducted from your order. Please note that all goods must be exported to outside the EU for VAT costs to be deducted. Click here for full details.
Q17. Can I pay in another currency?
The Zee & Co website prices are listed in GBP (Great British Pounds). You can use the country selector to choose another shipping country from the drop-down list. This will change all product prices to your chosen currency, and at checkout you will pay through our global shipping partner Global-E where all shipping, tax and duties amounts will be shown at checkout.
Q18. Is it safe to order from your website?
Yes. We use Symantec Secure Site with EV SSL certificate encryption to protect your card and personal details. Zee & Co do not hold any credit card information within our computer system.
Q19. How do I create a Wish List?
To create a wish list you need to be registered and signed into your Zee & Co personal account. To add an item to your Wish List, just click ‘Add to Wish List’ on the product page and details will be stored within your Account Wish List area.
You can share your wish list with other people or add items from Wish List to your basket.
Q20. I purchased an item which has now been reduced in the sale, can I have the difference refunded?
Although we understand that this can be frustrating, we are unable to refund the difference in price if an item has been reduced in the sale. You may, of course, return the item for a refund and re-purchase at the lower price but please be aware that our reduced items do sell out very quickly and your size may no longer be available for purchase.
Q21. What will my order be packaged in?
Unfortunately luxury wrap is not available during our peak sale period and all orders will be shipped in the Zee & Co basic packaging.
- Basic Packaging: Your order will be delivered in a courier pack or plain box with no Zee & Co logo. This is the default option for our packaging and if no alternative option is made, this is how your order will be despatched.
- Luxury Gift Packaging: Your order will be delivered in our Zee & Co signature silver boxes with Zee & Co logo tissue. This gift packaging option is free for non-sale orders over £250. If you would like to pay for our luxury wrap service and the order value is under £300 or includes sale items, there is an additional charge of £5. Unfortunately we are unable to refund the gift wrap cost if you decide to return a gift wrapped item. This doesn’t affect your legal rights.
Please note that at the current time we are only able to offer the basic packaging option to our overseas customers or during sale periods, and that the maximum size for Luxury Packaging is 420mm x 320mm.
Q22. What does 'to follow' mean on my order?
Occasionally an order may be despatched from two distribution points and in these instances, you may receive more than one parcel for your order. In other words, the second part of your order ‘will follow’ shortly.
Q23. Do you price match?
We will be surprised if you manage to find a product at a lower price but if you do find an item cheaper, we will be more than pleased to price match (See full Terms and Conditions here).
Q24. I need some help with…
Simply ring our dedicated Customer Service Line +44 (0)1279 432078 between 9.00am & 5.00pm Monday to Friday or 9am to 1pm weekends and speak to one of our Customer Advisors. Alternatively e-mail us on email@example.com. We strive to answer all questions within 24 hours of receiving your email.
Q25. I am interested in a career at Zee & Co...
At Zee & Co we take shared pride in providing excellence to our Customers as well as treating colleagues with respect and integrity. With our talented team we can offer you the opportunity to develop and become a key member within our business.
If you have enthusiasm, drive, a passion for luxury clothing and are interested in a career at Zee & Co, please click 'Careers' for current employment opportunities.