Some ZAFUL reviews indicate customers can't contact ZAFUL customer service efficiently.
Here is a general introduction of ZAFUL customer service, which will guide you to get your problems and questions solved more quickly.
I recommend you to contact live chat or call us if you want to change the size, remove any item from your order, or something else as urgent as these.
The attention that ZAFUL provides expedites the processing time and ships the orders as soon as possible.
Therefore, if you submit a ticket, your order might have already been shipped by the time you receive a reply from the agent.
Likewise, ZAFUL highly recommends you to contact ZAFUL Support Center (submit a ticket) instead of reaching us via live chat or phone call when facing after-sales issues since live chat staff may have limited authority to deal with them.
Contact ZAFUL customer service
Ok, Let us start from the 3 methods for customers to contact ZAFUL's customer service. Landing on www.zaful.com, clicking “Contact us” at the bottom of home page, and the page of ZAFUL’s Contact Us.
1. Phone Call
ZAFUL's Hotline is available from 00:00 to 23:59 (UTC +8) Monday to Friday, except holidays.
It is a USA helpline number that only provides English phone service. ZAFUL's telephone number is +(1)-888-830-0888 (USA helpline number).
Sometimes the line may be occupied, then please try again later or choose the other 2 contact methods.
ZAFUL usually contacts customers by email through support center instead of phone call.
Please be cautious about phone calls stating they are ZAFUL customer service and asking for your card or other personal information.
2. ZAFUL Live chat
ZAFUL's Live chat works 24 hours. You can find it on the right side of ZAFUL’s home page.
Follow the chat window requirements and you can start to chat with our customer service representatives. Leave a note to the representatives if they are offline so that they can send you an email within 24 hours.
3. Messages – Support Center
Before we talk about Support Center, I want to explain what a “ticket” is. A ticket is like a file in which the conversation records are stored.
We can keep sending messages back and forth until an issue is solved. Generally, one ticket will be handled by one customer service representative and a reply will be received within 24 hours.
How to submit a ticket:
Please make sure that you have registered and signed in before you submit a ticket, or the sign-in page will interrupt this process.
Go to the page below where you can submit tickets:
2 ways for you to go to the above page.
A: Please click “Contact us” at the bottom of our home page-> Support Center-> Submit Ticket.
B: Please hover over “MY ACCOUNT” on the top of our website and click on “MY TICKETS”, then you can submit a ticket by clicking on “TICKETS” on the top of the page shown above.
Please fill all the necessary information carefully and completely, then click “Submit”. A new ticket will be created successfully and a ticket ID will appear.
In this step, many customers quit because they have no order number. Actually, you can place a new order right now without making the payment. That means you can stop after you click “Place your order” and you do not need to put your card information in.
You will receive an order number as soon as you click “Place your order”. You can also receive it in your email or check it under “My Orders” in your ZAFUL account.
How to check a ticket:
Customers will receive an email from ZAFUL once they respond.
ZAFUL does not directly show the content of their reply in the email. Instead, they offer a link that customers need to click to get access to the ticket.
If there was a notice sent by the virus protection software on your computer, just go on opening that link. Please rest assured that it only be a false positive.
Please check the screenshot below.
That's an example of the email you will receive.
ZAFUL will reply within 24 hours except during weekends and holidays. Therefore, if you, unfortunately, do not receive it, please check the spam folder of your email or just go to your ZAFUL’s account to check for “My tickets”.
Here is the page you should go when you are checking for the tickets:
How to reply to a ticket
There is something very important that customers should know — please do not respond to the email you have received directly since we are not able to receive your reply in this way.
Please respond on the same page where you can see our message. Here is the picture:
How to close a ticket
It is very easy to close the ticket. Once you have checked our reply and your issue has been well resolved, you can close the ticket by clicking “Close&Rating” as shown in the screenshot.
If you are asked to confirm something or we are waiting for your reply, please do not close the ticket after you leave a reply, or we may not see your message timely. That will cause a delay in the solution.