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Zaful

SHOPPING FAQ

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Account

1. How do I register?

We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own Zaful profile by clicking here to register.

2. I did not receive the activation email.

Please click the “Resend Activation Email” button after logging in. Check your mailbox including your spam folder. If this does not work, add “auto-confirm@system.zaful.com” to your white list (safe senders) and resend again. If you are still unable to receive the activation email, please contact our Customer Service to resolve this issue.

3. I cannot login to my account.

Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by Zaful system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.

4. I forgot my password

If you forgot your password, just click the "Forgot your password?" link on “sign in” Page and we will send you an automated email with information on how to reset your password.

5. How can I change my password?

Log in to your account. Locate the “Change Password ” option on the left corner and click it to reset your password.

6. Can I change my email address into another one?

We will offer this function in the near future.

7. What is the difference between the billing address and the shipping address?

The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

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Member Center

Coupon

1. How do I get coupons?

Register for a customer account on Zaful.com. Sign up for our weekly deals newsletter at the bottom of the website. Some special activities will also feature coupon giveaways. Coupons are a great way to save money.

2. How do I use my coupons?

Make sure the coupon has not expired (most will show the expiry date in your account). During the checkout process, go to your shopping cart. Enter the full promotion code and click "APPLY". You can only use one coupon code per order.

Points

1. How can I get more points?

You can get Z Points in a number of ways: by confirming your email address, writing reviews, uploading images, purchasing products, participating in some of our special promotions, and other methods.

2. How do I use my points?

You can use Z points at the checkout page: First, sign in to your account, and add all the items you want to your shopping cart. Then click “PROCEED TO CHECKOUT”. When you go to the “Place Your Order” button, our system will show you how many points you can use for this order. Please note you require a minimum of 50 Z points.

Gift Card

1. How can I get a Gift Card?

We offer Gift Cards through various forms of promotional activity.

2. How do I use my Gift Card?

Choose Gift Card as your payment method on the checkout page; please ensure the gift card you choose has not expired.

3. Can I redeem my Gift Card?

The Zaful Gift Card cannot be redeemed.

4. How do I check the balance of my Gift Card?

You can check your Gift Card balance in your account by clicking on the “Gift Card” section.

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Order

1. How do I place my order?

Ordering online from Zaful.com is easy! When viewing an item, simply select the size, color and quantity needed and then click ‘ADD TO BAG’. Once you have your desired items in your Bag, simply click the ‘PROCEED TO CHECKOUT’ button. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes or Z Points that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

2. Can I order by phone?

Yes, you can visit our mobile website on your smartphone by simply entering http://m.zaful.com/ on the search bar of your browse; or you can download our ios/android app. You can find our app on APP store or google play.

3. How long can items be stored for in my shopping bag?

The shopping bag your account is linked to will retain its contents up to 30 days. This applies to all customers.

4. An item added to my shopping bag was sold out.

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

5. Do you restock items that are sold out?

Unfortunately, we do not restock most of our items. However you can vote for the out of stock item to be restocked.
To review all of your tracked items, simply log in and go to your account. Check the Notify in Stock section to see which of the items have been restocked and brought back to our online store for purchase.

6. How do I know what size to choose?

You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.

7. Can I cancel/make changes to the order I just placed?

It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team (within the hour) with your change/cancellation request details included. You are strongly advised to use our Live Chat service on our Contact Us page. This will minimize the processing delay with your order due to the changes being made.

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Order Status

Zaful Main Order Statuses


All your orders are listed in your Zaful account here.


Once we receive your payment, your order will go through several steps before being “shipped out”.


Please refer to the different order statuses and their meanings below:


Waiting for payment:


This order is unpaid . Please feel free to pay your order now.Once we receive your payment, we will process your order.


Pending:


You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.


Paid:


You have just paid for your order, our server will upload your order shortly and we will start to process your order.Thank you for your patience.


Processing :


Zaful will typically process orders 3-10 business days upon payment. Your processing order will go through the following phases .


1- Receiving and allocating items to your order

2- Inspecting your items quality

3- Packing and printing shipping labels.

Once these 3 phases have been done, we will dispatch your order.

*For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch: Ships within 5-10 business days.”


Dispatched:


Your order has left our warehouse and has been collected by the courier for the shipment. We cannot edit your order anymore.


Shipped Out:


Your complete order has been sent out and is now on its way to you. Please follow up the delivery in your account and track the item online.


Zaful Additional Order Statuses


Partial order dispatched:


A part of your order has left our warehouse and has been already collected by the courier. The other items are still being prepared for shipment. At this point,you can still contact us to edit the address/items for the items that are not dispatched yet. We will send these as soon as possible.


Partial order shipped:


A part of your order has been sent out and is on its way to you . The other items are still being prepared for shipment.


For the shipped items ,please check the delivery information in your account and track the parcel online. We will shipped the rest of items out as soon as possible.


Cancelled:


Your unpaid order is canceled. Please feel free to replace an order anytime.


Refunded :


Your order has been refunded on our side.For Paypal payment, please allow 3- 7 working days for the transaction to be completed on your account. For credit card payment, it will take 7 to 25 working days depending on your credit card merchant.


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Payment

1. What kinds of payment are accepted?

We accept the following forms of secure payment:

(1) PayPal

(2) Credit card via Paypal (Visa, MasterCard, Discover, American Express, etc.) For USA customers only at the moment.

(3) Credit Card Directly

(4) Western Union

(5) Wired Transfer

(6) Zaful Gift Cards

2. What currencies can I pay?

We accept the following currencies at the moment: $USD, €EUR, £GBP, CA$CAD, AU$AUD, NZ$NZD, R$BRL, РУБ.RUB, د.إAED, ر.سSAR, د.كKWD. We will accept more currencies in the future.

3. Is my privacy and personal information secure on your site?

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

4. Will I have to pay any sales tax?

Tax is charged by Customs offices in destination country based on their rules and policies. customer is responsible to find out the situation in their country. All shipments from China are Delivery Duty Unpaid. Therefore, If any, these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, Zaful cannot declare purchased items as a gift or list an amount that lower than the actual product price.

5. Why am I being asked to "Verify" my payment?

Because your order has been held for a standard anti-fraud check by Zaful.

We want to avoid fraudulent and unauthorized payment

For more details about our anti-fraud please check here.

6. What is My Z Wallet?

Z wallet is a fast and secure payment tool, making it easy to stay up-to-date with all your account transactions.

For more details about our Z wallet please check here.

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Shipping

1. Do you ship to my country?

We ship orders all over the world. If you want to know more detailed information, please check the dedicated “Shipping Info”.

2. How much is the shipping cost?

Generally speaking, the total shipping cost will depend on the following factors:

The shipment method you choose (we offer Flat Rate, Standard shipping and Expedited Shipping options);

The destination country that the package ships to;

The number of items you order, as well as the total weight and volume (size) of the package.

Our advice is to log in to your account, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.

3.How do I know if the item has free shipping?

For standard shipping, you can enjoy free shipping on orders over US$30; for express shipping, you can enjoy free shipping on orders over US$99. You can refer to our Shipping Info for more details

Besides, we have free shipping site-wide promotions every month, please stay updated with us and don't miss the big chance!

4. How long will it take to receive my order?

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

You can refer to the related information here for more details.

5. How can I track my order?

As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your Zaful account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.

6.What is Insurance?

Insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, and provided you have paid for insurance during the order checkout, we may contact the shipping company directly on your behalf to claim financial compensation.

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Return & Exchanges

How do I return or exchange an item?

Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Zaful.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, Zaful.com do not accept C.O.D. deliveries.

Please note the following product return requirements:

Merchandise must be returned within 7 days of receipt;

Merchandise must be unworn and unwashed;

Merchandise must have all tags, original packaging, accessories and embellishments fully intact;

Gift cards, jewelry, underwear and bodysuits merchandise may not be returned.

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Refunds

Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.