FREQUENTLY ASKED QUESTIONS

All orders are put into process after payment confirmation within 24 hours. All orders are sent via La Poste Colissimo . You are informed of your package tracking number via your email address registered on our system. 

Products are generally delivered within 7 to 12 business days once the order is placed. Shipping may take longer than 14 days depending on national customs regulations. ZAHROS cannot be held responsible for delays due to such formal procedures.

As a result, our delivery partner will only search for missing orders after 30 days.
If you have not received your order within the deadlines indicated, we thank you for first checking with the agents at your post office that they are not holding your package. If they confirm that they do not hold your products, please contact us and we will do our best to assist you.
If your product is still not here after 6 weeks MAXIMUM, we will refund you 100%. However, this only happens in very exceptional cases.

Don't worry if the size doesn't fit, you have 14 days to return your item.
In order to send you your return label, we invite you to contact customer service by email at the following address: contact.zahros@gmail.com

You should know that size changes are only possible firstly within 14 days, and secondly if you are wrong a second time on the size of your item you will be charged for reshipment costs.
So be very careful when entering the new size you want.
However, in order to avoid this type of problem we invite you to consult the size guide on each product sheet.

Concerning your order, depending on the items chosen which may come from different suppliers, you will receive several packages deliverable over several rolling days. If you have ordered multiple items, it is very likely that the goods will be shipped in multiple packages. Please allow a few extra days for all your items to arrive, don't worry.

Make sure you enter the correct email address when placing an order. Please check your SPAM folder to see if your confirmation email was sent there. If there is still no confirmation email, send an email to our support team at info@zahros.com.

To reduce order processing, we usually process orders the same day they are placed. If a change needs to be made to your order, please contact us as soon as possible within a few hours of your payment, at contact.zahros@gmail.com , we will do our best to make this change but we we cannot guarantee you anything.
If the items have already been shipped, we will not be able to make changes to your destination address and your order will be declared lost. So be very careful with your data to avoid this type of problem.

You can of course cancel an order placed with us. We are talking about order cancellation until the order has been shipped. If you request a cancellation of your order (and therefore a refund) before we have shipped your order, you will be refunded in full the delivery costs and the amount of your order. If the cancellation request occurs after the order has been sent, you will have to wait for the product to be delivered to you, then you will have to make a return request to us. Delivery costs cannot be refunded and you will have to return the product to us at your expense to obtain a refund for the product.

If you do not receive your order within the usual time frame, we invite you to consult the tracking link received by email after your order has been shipped. If there has been no new information for more than 10 days, please contact us at contact.zahros@gmail.com so that we can launch an investigation. Most packages are delivered correctly, but sometimes some are delayed and a simple investigation can get them back into the delivery circuit. More rarely, it happens that a package is lost by La Poste. If this proves to be the case following the investigation, we will send you a new package at our expense.

If by looking at the tracking of your order, you notice that it was noted as delivered, but you have not received anything. This is a rare situation, but it can happen. Here are the possible reasons for this situation: the postman mistakenly flashed the package as delivered while it is still at the previous step; the package was collected by one of your neighbors or by a concierge; there can also be thefts directly from mailboxes, but this remains rare. First, we invite you to wait one or two more days to see if the package arrives. You can also ask your neighbors / the concierge. Finally, do not hesitate to contact your local post office to find out more about this package. If after all this we have not heard from the package, contact us at contact.zahros@gmail.com. You will be asked for documents attesting to your good faith.

It sometimes happens that a package is returned to the sender following an error in the address, an error by the postman or a holding period exceeded at the post office. If this happens to you, it will be mentioned on the tracking link for your order. In this case, we invite you to contact us to inform us at contact.zahros@gmail.com. Returned packages are not sent back without request from you. In this case, following an error in the address and an error by the postman, or a holding period exceeded at the post office, we will return the package to you at our expense. If the package is returned to us a second time, we will ask you for a different delivery address and you will have to pay the delivery costs for the return. In the event that you do not wish us to attempt a second return (or do not wish to pay the return costs), we may refund the product. However, any delivery costs we have incurred for you will be deducted from this refund (as they will have been charged by the delivery company). Our customers are important and we do our best to satisfy them. We always try to put ourselves in your shoes in order to offer you the best solution. We hope that you will also join us in understanding that unfortunately we cannot always cover all costs.

Claim . If you notice that upon receipt of your product, it is damaged, broken, deteriorated or incomplete. If you wish to make a complaint regarding a damaged or non-compliant package. To make the process as quick and efficient as possible, we also ask you to provide the following documents: A photo or video preferably of the product, indicating the problem encountered, and to send them to us by email to contact.zahros @gmail.com within 3 days.

Send us an email to info@zahros.com and we will respond as soon as possible 🙂