16. Contact us
Choose your topic from the list. Some of the topics have subcategories. Our goal is to give you an answer quickly and effectively, though some questions might need you to contact us. Read this thoroughly as it helps you send the right information to our customer service enabling them to reply faster.
What is the minimum order amount?
The minimum order amount is 15 euro.
How do I make an order?
To get help ordering, have a look at our tutorial: How to shop »
Delivery and payment
We send all our orders with UPS (Posti in Finland). Payment by credit card (or Postienakko in Finland). Delivery time is 5-10 working days.
What is the delivery time?
Our ambition is to ship your order as soon as possible; often the day after it was ordered. Depending on UPS's (or Posti in Finland) delivery times, where you live and the amount of orders we have to ship, the delivery time varies between 5-10 working days.
Do you sell gift cards?
Not at this time.
You'll find your order status and tracking number on your member page, here.
Can I return/exchange an item?
Yes. You may return an item and get a full refund, or exchange the item, within 14 days from delivery. This excludes CD's or DVD's that has been opened and underwear. Read more about exchanges and returns
How do I exchange an item?
1. Always call our customer service so that we can make a reservation for your exchange item. Customer service is reached on +46 8 758 25 20 and is open working days between 08-12 (Central European Time). Be prepared to speak english! If you do not call us to reserve your exchange item, you'll risk it being sold out. Be prepared to state your customer and order number when you call.
2. When you've spoken with customer service, fill out the return note that was included in your package.
3. Send the item, along with the return note, back to us; you'll find our adress on the return note. You pay the shipping.
4. When we've recieved your return and approved of it, we send out your exchange item. If the exchange item costs less than the original item, we refund the money to your credit card.
Note that you pay the return freight costs. You are responsible for items lost in transport.
How do I return an item?
1. Fill out the return note included in your package.
2. Send the item, along with the return note, back to us; you'll find our adress on the return note. You pay the shipping.
3. When we've recieved the return and approved of it, we refund your credit card. Note that this might take a couple of weeks.
Note that you pay the return freight costs. You are responsible for items lost in transport.
How do I return a faulty item?
When handling returns of faulty items, we adhere to Swedish consumer law - "Konsumentköplagen". To read which rules apply within this law, go to www.konsumentverket.se (in english).
1. Call customer service on +46 8 758 25 20 (open working days between 08-12 Central European Time) as soon as you discover the fault.
2. When you've spoken with customer service, fill out the return note included in your package.
3. Send the faulty item, along with the return note, back to us; you'll find our adress on the return note. Attach a receipt of the return freight cost and we'll cover that too.
4. When we've received the faulty item and approved of it, we reimburse your costs to your credit card. You'll have your money within a couple of weeks.
5. If the item is used, you have to wash it. If the garment is unused, return it as is.
Note that you are responsible for items lost in transport. We reimburse your freight costs upon approving of your return.
Can I cancel my order?
Until we've packed your order, you can cancel it by logging in to your member page, selecting your order and cancelling it. If you do not collect your package, we refund your money but charge you for our shipping costs.
What happens if I do not collect my package?
If you do not collect your package, we refund your money but charge you for the shipping costs.
Why is your customer service only open between 08-12 CET?
To be able to help as many customers as possible, we've chosen to have telephone service between kl 08-12 and otherwise concentrate fully on answering questions by e-mail. We're aware that some custmoers would prefer longer telephone hours, but in this way we've managed to substantially shorten our answering times - this ultimately benefits you as a customer.
Do you have all your items in stock?
As we have a direct link between our website and our warehouse management system, everything you see on Zoovillage.com is in stock. If you can't find an item which you've seen previously, it means that it's sold out. If you can't choose the size that you want, it means that the size is sold out. We do not have any other items or sizes in stock, other than the ones you find on our site.
Are all your clothes authentic brand merchandise?
All our items are authentic brand merchandise which we purchase directly from the brand or their local distributors.
How do you make your purchases?
Half a year before it is delivered we order our collection; for example, i February we order the autumn/winter collection, which is delivered between August-November. If an item is sold out quickly, we always try to aquire more, but as our suppliers work with limited stock they tend to be sold out. We can't answer any specific questions regarding deliveries of items.
Will you get more of item X??
If an item is sold out quickly, we always try to aquire more, but as our suppliers work with limited stock they tend to be sold out. We can't answer any specific questions regarding deliveries of items.
Yesterday I saw this item on Zoovillage, but now I can't find it. Why?
As we have a direct link between our website and our warehouse management system, everything you see on Zoovillage.com is in stock. If you can't find an item which you've seen previously, it means that it's sold out. If you can't choose the size that you want, it means that the size is sold out. We do not have any other items or sizes in stock, other than the ones you find on our site.
Why can't I choose my size of a garment?
As we have a direct link between our website and our warehouse management system, everything you see on Zoovillage.com is in stock. If you can't find an item which you've seen previously, it means that it's sold out. If you can't choose the size that you want, it means that the size is sold out. We do not have any other items or sizes in stock, other than the ones you find on our site.
Could you make a special order for this item/brand/colour?
No, we can't. Everything you see on our website is in stock, and we have no other spare items. We can't make any special orders for a new color/model.
Will you start carrying any new brands, and in that case, which and when?
We're always looking for new brands to add to our store, and often make polls to find out which brands our customers are requesting. However, we can't answer if and when we're going to add a brand to our collection.
I don't understand how the measurements on the garments work, how to measure?
Click here to get help.
Why doesn't some items have any measurements?
We measure all our garments where measurements are relevant. Sometimes it takes a few extra days to put the measurements on the site. If you find a product that is lacking measurements, send an e-mail to us at matt@zoovillage.com
I have started up my own brand of clothes, would you like to sell it?
Before we pick up a brand, we want that brand to have some recognition and demand by our customers. We don't want to be the first to sell a brand.
Could you give me some fashion advice?
Unfortunately, we don't have the time to give fashion advice.
Is VAT included?
VAT is included in all prices with 25%.
How do I become a member?
Click here to get to the registration page.
Do I have to be a member to shop at Zoovillage?
Yes, but you get great benefits from being one! As a member you get all kinds of great offers from us, including membership discounts on all our items and a newsletter. To become a member, click here.
Does it cost anything to become a member?
No, it's completely free.
Can I cancel my membership?
Anytime. Just send an e-mail with your user name and password to customerservice@zoovillage.com and we'll help you.
I've forgot my user name/password. What to do?
If you've forgot your user name and/or password, you can get them sent to the e-mail address you stated while becoming a member. Click here.
How do I change my address and other personal data?
Log in, then click "Edit info".
What information do you keep about your members?
The information we store about you is your name, customer number, address, phone number, e-mail address, login and password. We do not store any information that isn't necessary for us to fulfill our business services.
Why can't I log in to Zoovillage?
It is important that you enter your username and password exactly the same as when you registered to become a member. If you've forgotten your username or password you can get them sent to the e-mail address you entered when registering. Click here to have them e-mailed to you.
What is cookies and how does Zoovillage use them?
A cookie is a text file saved on your harddrive. We use it to enable our system to "remember" what you put in your shopping cart, and therefore it is necessary for our shopping system to work. In the more recently released web browsers you can choose if you want to be warned before a cookie is saved, or if you always want to accept cookies.
According to Swedish law regulating electronic communication everyone visiting a web site should be informed if:
· The website uses cookies. (Yes, it does).
· What these cookies are good for. (read above).
· How cookies can be avoided. (Don't accept them if you don't want to, but that will leave you unable to shop at Zoovillage).
Which web browser should I use?
Zoovillage.com is optimized for Firefox and Internet Explorer.
Get the latest version of Firefox here:
http://www.getfirefox.com/
Get the latest version of Internet Explorer here:
http://www.windowsupdate.com/
If you're using a Mac we recommend that you use Firefox, as Safari has some problems with showing the garment pictures correctly.
Why doesn't the "buy" button work?
Your computer is rejecting our cookies. Te be able to shop at Zoovillage, you have to accept them. Change your cookie-settings this way:
Internet Explorer:
In the menu: Tools/Internet Options/Privacy - Choose "Medium".
Firefox:
In the menu: Tools/Options/Privacy - Choose "Allow sites to set cookies".
Why doesn't the site work on my computer?
Zoovillage works best with the web browsers listed above. Get the latest version for free by using one of the links above.
Why am I getting java script errors?
Probably because you are using an outdated web browser or have chosen to turn of javascripts. Under the headline "Which web browser should I use" you'll find directions on how to get a new version.
Why does the site take such a long time to load?
We've chosen to show pictures of all our products, which can take some time to load if you're on a slow connection. You should at least have a 56k modem to be able to use Zoovillage.com, but we recommend a broadband connection for the best experience. If you have a fast connection but still feel that the website is slow, it's probably because we have a lot of users visiting. We have a very powerful server and always try to have headroom; however, with thousands of simultaneous users, it sometimes gets a little "crowded" in the store.
If you have opinions or questions about the technical aspects of Zoovillage.com, we advise you to contact our webmaster who can be reached at webmaster@zoovillage.com.
If you can't find the answers you were looking for, type your question in the form and send it to us, or call us at: +46-8-758 25 20
If you log in your contact info will be entered automatically.
If you want to cancel an order you've just placed, go to your member page by clicking here.
If you want to change your order you have to call us!
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