Frequently Asked Questions
Answers to common questions about orders, payments, shipping, returns, refunds, exchanges, sizing, privacy and customer support.
Order handling
How long does order processing take?
Orders are usually processed within 1–3 business days.
When will my order be dispatched?
Orders are dispatched within 3 business days.
Can I cancel my order?
You may request cancellation before dispatch by contacting support@zoruniq.com. After dispatch, cancellation cannot be guaranteed.
Can I change my delivery address?
You may request an address change before dispatch at support@zoruniq.com. After dispatch, changes cannot be guaranteed and may depend on the carrier.
Payment information
Which payment methods are supported?
Payments are processed through Stripe. Primary card methods shown on the site are Visa, Mastercard, American Express, JCB, Discover and Diners Club. Additional methods may be available where displayed on the Payment or Checkout page.
Are product prices shown with tax?
Displayed product prices include applicable tax according to the website’s pricing configuration. Customs or import charges, where applicable, are separate.
Delivery and tracking
How long does shipping take?
The estimated transit time is 7–15 business days after dispatch. This is an estimate, not a guaranteed arrival date.
How much is standard shipping?
Standard shipping is 6$. Orders reaching 50 qualify for free standard shipping.
Will I receive tracking?
Yes. All orders include shipment tracking. Tracking information is provided after dispatch when tracking data becomes available.
Which carriers may be used?
Shipping may be handled by DHL, UPS, FedEx, USPS or YunExpress. The carrier for an individual order may depend on destination, route and operational arrangements.
What happens if a parcel appears lost?
Contact support@zoruniq.com. We will review tracking and investigate with the relevant carrier. If the parcel is confirmed lost, the resolution will be a reshipment or refund.
Return requests
What is the normal return request window?
For items covered by the normal return policy, contact support@zoruniq.com within 14 calendar days after receipt to register a return.
Who pays return shipping for a change-of-mind return?
For eligible non-defective returns such as change of mind or size preference, the customer pays the return shipping cost.
Who pays return shipping for damaged, defective, incorrect or incomplete goods?
We cover the applicable return shipping cost for damaged, defective, incorrect or incomplete goods, subject to mandatory statutory consumer rights.
Is there a restocking fee?
No. There is no restocking fee.
Where should I send a return?
Contact customer support first. The registered address is not automatically the return address. Return instructions will provide the correct return address and procedure.
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason. Normal return shipping may be paid by the customer where this responsibility was disclosed before purchase. Standard original delivery costs must be refunded where required by applicable law; supplementary delivery costs above the least expensive standard option may be excluded to the extent permitted by law.
Refund timing
How long does a refund take to process?
After returned goods are received and the necessary review is completed, approved refunds have an internal processing target of within 7 business days. Banks, card issuers and payment providers may take additional time to display the funds. Mandatory statutory refund deadlines always apply where relevant.
How will I receive my refund?
Approved refunds are generally returned to the original payment method.
Direct exchanges
Do you support direct exchanges?
Yes. Direct exchanges are supported.
Who pays shipping for a normal exchange?
For a non-defective exchange such as a size or preference change, the customer pays both the return shipping cost and the replacement item shipping cost.
Who pays shipping when the original item has a problem?
For damaged, defective, incorrect or incomplete goods, we cover the applicable return and replacement shipping costs.
Choosing a size
Which general sizes are shown in the size guide?
The general guide covers S, M, L, XL and XXL. Product-specific size information shown on an individual product page takes priority.
Can I ask for sizing help?
Yes. Contact support@zoruniq.com for general sizing support.
Personal data and payment safety
Where can I ask a privacy question?
For privacy, personal-data, cookie or consent questions, contact privacy@zoruniq.com.
Should I email my card security details?
No. Do not send a full card number, CVV/CVC, PIN or other card security code through ordinary customer-service email.
Contact
How can I contact customer support?
For orders, shipping, tracking, returns, refunds, exchanges, sizing, payments and general support, contact support@zoruniq.com. Business hours: Monday-Friday, 09:00-18:00.