Helpdesk

About Us

Do you have a catalogue?: As our product base changes from day to day, at this point in time we do not produce a printed catalogue.Back to top
Do you have a shop?: We currently have three retail stores located in Wrexham, Oswestry and Southport.Back to top
How do I contact your stores?: For contact details for our Wrexham, Oswestry and Southport stores please click here.Back to top
Do you do wholesale goods?: We are licensed stockists of all our brands and do not buy or sell wholesale goods.Back to top

Delivery

How long does delivery take?: All orders received before 4pm will dispatched the same day. Someone will have to at your delivery address to sign for the parcel. Next day delivery items will be sent with Interlink and will be delivered between 9am and 3pm. PLEASE NOTE - Next day deliveries being delivered to Scotland and off mainland UK may take 2-3 working days to be delivered. Back to top
How much is delivery?: Our delivery costs are outlined on our Delivery Information page.
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How do I track my item?: If you would like to track your item please call us on 01978 664871 and one of our customer service representatives will be happy to help you.Back to top
How do I know if my item has been dispatched?: If your order was placed before 4pm and the item you ordered is in stock it will be dispatched the same day. If you would like to confirm your item has been dispatched please call us on 01978 664871.Back to top
Can I collect my item from your store?: If you live close to our store and would like to reserve an item for collection feel free to place an order for the item on our website and then please call us on 01978 664871 to arrange collection from the store and to make sure it is not dispatched before you arrive. If you do wish to collect your item from our store please bring along a printed order confirmation email which we require to confirm you are the person who placed the order.Back to top
What courier do you use?: All of our items are now dispatched using Interlink Express and will arrive the day after dispatch between 9am and 5.30pm.Back to top
Can someone else sign for my delivery?: When Interlink Express arrive to deliver your item someone who resides at the address must sign for the item.Back to top
Can I change the delivery address?: If you wish to have an item delivered to an address other than the invoice address then please fill in the Shipping Information section at the checkout with your alternative delivery address and, provided it passes the security checks on our payment gateway, we will ship your item to your requested address. Back to top
Can the delivery be left in a hiding place?: With all our deliverys a signature is required by someone living at the address so unfortunately we cannot leave the item unattended or unsigned for.Back to top
Do you deliver to BFPO addresses?: We can deliver items to any UK address including BFPO addresses. If the card your are using to pay is registered to a home address please use the home address when placing the order and inform us of your BFPO address in the "Additional Information" box at the checkout.Back to top
Do you deliver to my country?: We will deliver to any country in the world as long as appropriate postage costs are paid. Please visit our Delivery Information page for more information.Back to top
What if I'm not home when it's delivered?: If you or a member of your family aren't home to sign for the item then it will be taken to your local Interlink Express depot. Please call us on 01978 664871 and we will arrange a re-delivery or give you information on your local Depot.Back to top

Payments

Is it safe to order online?

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

Authentification - This assures your browser that your data is being sent to the correct computer server, and that the server is secure.
Encryption - This encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - This checks the data being transferred to ensure it has not been altered.

Which credit cards do you accept?

Currently we accept 5 different methods of payment, they are as follows:

Mastercard
Maestro
Solo
Visa
Visa Electron

Can I use a different payment method?

At this point in time we do not accept any payment method other than those listed above.Back to top

Do you accept Gift Vouchers?

At this point in time Zucci Online does not accept or sell gift vouchers, however gift vouchers are available for sale and redemption in both of our retail stores.Back to top

When will my card be charged?

Due to the nature of our payments system, all orders are debited when they are placed, we can issue refunds as soon as the order is placed. (Please Note depending on your card issuer refunds can take up to 24-48 hours to appear back on your card.Back to top

Do I have to order online?

If you'd like you can speak to one of our customer service team and place your order over the phone. If you'd like to do this please have the product codes of the items you wish to order and the details of your payment method to hand, then just call us on 01978 664871 and one of our customer services team will be happy to help you.Back to top

Products

Will you be getting more?: Unfortunately some sizes will run out before others and we will not always be able to inform you immediatley if more stock is coming in. If the item you wanted to order is a popular item then it is likely we will take a repeat delivery of the item. We would advise you keep checking the website to see if the item comes back in stock.Back to top
Do you have more sizes available?: Sometimes customers return products that did not fit them or an item may be available in our retail stores that may not be displayed on our website. If you would like to double check stock of an item please feel free to call us on 01978 664871.Back to top
Can I get more information on a Product?: If you require any more information on our products do not hesitate to either email us on our Contact Us page or call us on 01978 664871 and our customer service staff will be happy to answer any questions you may have about the products displayed on our website.Back to top
Where else can I get your products?: Products displayed on our website are available in our Wrexham, Oswestry and Southport retail stores. To see if an item is in stock in one of our stores please call us on 01978 664871.Back to top
The item I bought is now in sale, can I get the difference refunded?: Unfortunately we cannot advise you of when an item will enter our sale and we are unable to refund you the difference.Back to top

Your Order

I'm new, how do I order?

If you'd like to place an order at Zucci Online simply follow these steps:

Step 1 - Find the product you'd like to order by using the links in the sidebar.
Step 2 - Once you see some thing you like simply click on the small image to bring up the products information page.
Step 3 - Select the required size from the drop down list.
Step 4 - Click the 'Add To Bag' button and proceed to the cart and press 'Confirm'.
Step 5 - Once in your shopping bag you can either go back and add more products or press the 'Checkout Now' button.
Step 6 - Once at the checkout stage, fill in all your details, select your postage method and press 'Continue'.
Step 7 - Once you have reached the SagePay payment screen, click on 'Pay Securely With SagePay', fill in your cart details into the relevant fielda and answer any security questions you may be asked.
Step 8 - Once you have reached the Order Confirmation page we recommend you print this page for your records.
Step 9 - Sit back, relax and wait for your new clothing to arrive.

Can I place orders over the phone?

If you'd rather place your order over the phone feel free to call us on 01978 664871 and one of our customer service team will be happy to take your order over the phone.Back to top

How do I check an if an item is in stock?

We try to keep the stock on our website as accurate as possible, sometimes there may be slight discrepancies with the stock levels displayed on our website and those available in our warehouse. As we operate 3 retail stores and our online store sometimes stock levels can become innacurate. If you'd like to double check an item is in stock before you order feel free to call us on 01978 664871.Back to top

How do I know if my order was successful?

If you have proceeded through the SagePay checkout stages and have been presented with a receipt page this generally means your order was accepted. Sometimes your card issuer may not respond to our security checks or if you have entered an address that isn't the same as the one your cardholder has on record this may cause your payment to be added to our security review section. If this is the case you will receive an email within 24 hours of placing your order. (Please Note we cannot dispatch or reserve any goods for an order that has been placed in our security review section.)Back to top

Can I change/cancel my order?

In accordance with the Distance Selling regulations you have the right to cancel or change your order within 10 days of placing your order. If you'd like to change your order before it is dispatched please call us as soon as possible so we can try and change your order before it has been dispatched. If you have received your order and would like to change an item or get a refund simply follow our returns instructions which can be found by clicking here.Back to top

Can I use my discount code more than once?

You can use your discount code everytime you shop at Zucci Online, provided the discount code is still valid.Back to top

Can I track my order?

If you'd like an update on the status of your order feel free call us on 01978 664871Back to top

I forgot to use my discount code. Can I get the discount refunded?

Yes. If you call us on 01978 664871 and quote your discount code and order number we can refund the discount for you.Back to top

Where is my order?

If you have yet to receive your order it is usually a good idea to check your email as this is our primary method of contact. If you have not received an email regarding the status of your order or a voicemail message left by a member of our staff please call us on 01978 664871.Back to top

Do you giftwrap orders?

At this moment in time we do not giftwrap orders.Back to top

You haven't replied to my query?

We try our best to respond to all queries we receive within one working day. Sometimes our replies are rejected by certain mail providers for a number of reasons, or the email is simply delayed due to heavy email traffic on your/our email servers . If you do not receive a reply within 2 working days please call us on 01978 664871.Back to top

Technical Problems

I'm having problems with my shopping bag.

Solutions to some reported problems with our shopping bag are listed below:

Removing Items - To remove items from your shopping bag, click the 'View Cart' link on the sidebar in your Shopping Bag, click the Remove checkbox next to the item you wish to remove and then press the 'Update' button.
I Can't Add Items To My Cart - If clicking the 'Add to Bag' button on a product page does not add the item to your cart please call us on 01978 664871.
Other Problems - If you are experiencing any other problems with your Shopping Bag, call us on 01978 664871.

I'm having problems with the SagePay website.

Some browsers do not support iframes. If when you click the payment button you do not see any payment fields then please try clicking on the 'Pay Securely With SagePay - No Iframes' button to be taken to a separate page on SagePay's secure servers. If you are experiencing any other problems, or would prefer to pay over the phone, please call us on 01978 664871.Back to top

I have technical problem that isn't listed.

If you are experiencing any other problems with our website, please contact us on 01978 664871.Back to top

Returns

How do I return an item?: For information on returning an item please click here.Back to top
What is your returns policy?: The item must be unworn, unwashed and have all tags still attached. We will process refunds or exchanges on items returned to us.Back to top
How long does it take to process returns?: We aim to process all returns within 7-14 working days of receiving them.Back to top
How long will it be before I get a refund?: Once we have processed your return and issued a refund it can take 24 - 48 hours depending on your card issuer.Back to top
How long will it be before I get an exchange?: Once we have processed your return and dispatched your replacement it can take up to 15 working days for it to arrive as all exchanges are dispatched using First Class post. If you would like us to dispatch your exchanged Guaranteed Next Day please call us on 01978 664871 to arrange payment for the guaranteed delivery.Back to top
Who pays for return postage?: You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you minus our original delivery cost and will not re-imburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.Back to top
Why have you not refunded the delivery charge?: The original Postage & Packaging charges paid by you are non-refundable.Back to top
You have refunded me the wrong amount.: If you feel you have been refunded an incorrect amount please use our Contact Us page and a member of our customer service team will help rectify any problems.Back to top
My order contains a faulty item.: If your item contains a faulty item please follow the returns instructions and send the item back to us, when we receive the item back we will either credit your account, send you a replacement or send the item back to the manufacturer for repair.Back to top
You have sent me the wrong item.: If you have been sent the wrong item please return it back to us and we will send the correct item back out to you and re-imburse any costs you may have incurred in sending the incorrect item back to us.Back to top
Can you confirm you have received my return?: We recommend all items are sent recorded delivery. If you have sent your item recorded delivery you will be given a slip with a tracking number e.g. DH 1234 5678 9GB. If you enter this on the Royal-Mail website you will be able to see if the item has been delivered to us and who has signed for the item.Back to top
Part of my order is missing?: Sometimes our items are sent from one of our stores. If this is the case then your invoice will have this written next to the items in question. Other times the item may unfortunately be out of stock and the cost refunded back onto your payment card. Please call us on 01978 664871 if you wish to double check the status.Back to top

Contact Us

Can I contact you over the phone?: If you visit the about us page by clicking here you can get contact numbers for Zucci Online.Back to top
What email address should I use to contact you?: If you visit the Contact Us page you can use our quick and convenient contact form to send our customer services team an email.Back to top
What is your address?: If you visit the about us page by clicking here you can get the address for Zucci Online.Back to top