Orders and Deliveries
WHERE IS MY DELIVERY?
If you haven't received a dispatch email yet (don't forget to check those junk folders) then your order is still in our safe hands. If you have, then it should be on its on its way!
Our standard delivery option usually takes 2-3 working days from the order being placed, but can take up to 5 working days during busy times. If your order has not arrived within 5 working days then get in touch with us by emailing email@example.com with your order details.
Alternatively, if you have used our next day delivery option, providing you ordered before 2:30 your order should be with you the following day. Like our standard delivery though, please allow an extra day or two during busy times. If your order has not arrived within this time period, then do get in touch with us by emailing firstname.lastname@example.org with your order details.
If you have received a Hermes tracking number you can track the progress of your order by heading over to the Hermes website and entering your details.
I AM MISSING PART OF MY ORDER.
If you believe a part of your order is missing, first please check the following:
- ‘My Orders’ section in your Zoggs Account – this will show all recent purchases. (Please note that your order may not show up if this is your first purchase).
- Your order confirmation email – this will show the contents of your recent order.
- The delivery note in your parcel – if there is an item missing off your delivery note then there may have been a shortage of stock. If this is the case then please drop us an email at email@example.com and one of our team will be happy to help.
I HAVE RECEIVED THE INCORRECT ITEM.
We are very sorry that we have sent you an item you didn’t order. If you have received an item that doesn’t match your order confirmation or delivery note, then please contact us at firstname.lastname@example.org. Our customer service team will get this sorted for you ASAP.
WHAT DO I DO IF MY ITEM IS FAULTY?
We’re sorry to hear that there’s a problem with your Zoggs product. So that we can get this fixed for you, please get in contact with us at email@example.com and a member of our team will get back to you shortly.
HOW DO I CANCEL MY ORDER?
To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will unfortunately be unable to cancel it. Please use the Returns Form and Freepost Returns Label included to return any unwanted items.
CAN I ADD TO MY ORDER?
We know you need your order fast! That’s why we begin processing your order moments after payment. Unfortunately, this means once you've placed your order it is not possible to make any additions. You’ll need to place another order.
I DIDN'T RECEIVE AN ORDER CONFIRMATION.
That’s unusual! Have you checked your junk/spam mail? If there’s still no sight of an order confirmation then please contact firstname.lastname@example.org and we will look in to this for you. Alternatively, you can see your recent orders in the ‘My Orders’ section of your Zoggs account.
CAN I PLACE AN ORDER OVER THE PHONE?
Unfortunately, we are unable to process orders over the phone. Rest assured, our online store is secure and simple to navigate. We’ve got you covered!
MY DISCOUNT CODE IS NOT WORKING.
If you have received an error message when entering a voucher code, then you may be experiencing one of the following problems:
- Discount code may be out of date. Check the email in which you received the code to confirm expiry date.
- The discount code MUST be typed in capital letters and without any spaces.
- Make sure you are not trying to apply more than one discount code per order.
- Some discount codes may not apply to sale items. Check the terms of your discount code in the original email you received.
- Most of our codes are single use, so if you have used the code before then you may be unable to use it again.
- If your code is a delivery discount, then make sure you have selected the relevant delivery option. If you are still experiencing problems then email email@example.com.
I HAVE AN ISSUE WITH HERMES.
For any of the following issues, refer to the Hermes Help Page:
- Delivery time.
- Left in incorrect place.
- Missed delivery.
For any other queries or feedback on the delivery service provided, please contact firstname.lastname@example.org.
WHEN IS AN ITEM COMING BACK IN TO STOCK?
We try to replenish our stock as frequently as possible so keep checking back! For information on when/if particular styles will be back in stock, contact us on email@example.com.
WHAT SHOULD I DO IF I HAVE ORDERED TO THE WRONG DELIVERY ADDRESS?
If you have placed an order but have entered in the incorrect delivery address then please contact us ASAP at firstname.lastname@example.org and we will do our best to catch it in time.
I CAN'T PUT AN ITEM IN MY BASKET.
Oh no, we’re sorry to hear that. Unfortunately, at times the site might not allow items to be added to your basket for a couple of reasons:
No stock – If a particular style or size is out of stock you will be unable to add it to your basket. We try to replenish our stock as swiftly as possible, but for information on if/when it will be back in stock, email email@example.com with your query.
Technical Issue – If you believe there may be a technical fault with the site, try refreshing the page or using a different browser.
Haven’t Enabled Cookies – There is no problem that a cookie can’t solve, so why not try enabling cookies on your browser and see if the problem resolves itself. If the issue persists, please contact us at firstname.lastname@example.org.