Quick answers to the questions we're asked most. If yours isn't here, get in touch and include your order number if you have one.
Orders
Can I change or cancel my order?
Contact us as soon as possible with your order number. We'll do what we can, but once an order has been passed for fulfilment it may no longer be possible to change it.
Which payment methods do you accept?
The payment methods available for your country are shown at checkout. Payments are processed through Shopify's checkout, so ZORAVYO never sees or stores your full card number.
Why was my order cancelled?
An order can be cancelled if an item becomes unavailable, payment can't be authorised or a pricing error is identified. If you've already been charged for a cancelled order, the payment is refunded. See our Terms of Use for details.
Delivery
How long will delivery take?
Delivery options and estimates depend on the product and your address. Where available, they're shown on the product page or at checkout before you pay.
Which countries do you deliver to?
The destinations we currently deliver to are listed at checkout. If your country isn't available there, we can't deliver to it yet.
How do I track my order?
When tracking is available, you'll receive it in your shipping confirmation once the carrier or fulfilment provider issues it.
Will I pay customs duties or import taxes?
International orders may be subject to duties, taxes or import charges depending on the destination. Any charges known at checkout are shown there. More in our Shipping & Delivery policy.
Returns and refunds
How do I return an item?
Contact us before sending anything back so we can confirm the correct return instructions and address. Please don't use an address printed on the packaging unless we've asked you to.
My item arrived damaged, faulty or incorrect. What should I do?
Contact us with your order number, a short description and photos of the item and packaging. Faulty, damaged and incorrect items are handled separately from change-of-mind returns.
When will I receive my refund?
Approved refunds go back to your original payment method. How long it takes to appear depends on your payment provider or bank. Full details are in our Returns & Refunds policy.
Your information
How do you use my personal data?
Our Privacy Policy explains what we collect, why, and the rights you have. Cookie use is covered in our Cookie Policy.