The Help Centre - FAQs
Here are a few sample FAQs you may find useful
- Free Post or Paid post ?
Free Post is only available to consumer purchases. Items that are sent as free post are sent by first class post via Royal Mail. By opting for free post you accept irrespective of your method of payment the following:
- You accept as proof of postage notification of dispatch by our independent dispatch house;
- Your item is not a trade or bulk buy unless agreed otherwise by us;
- If your item becomes “lost in post” you accept that the cost of resend by registered post will be at a rate of not less than £1.99 per parcel (you will not be charged for the item itself) and will be paid before we resend the item or you may have a refund less an administration fee of £1.99 per item.
- You accept the lost in post terms and conditions as set out below
Paid Post is subsidised by the amount of postage that we would have paid if you had opted for free post. The following terms apply to customers who opt for a paid post option:
- Your purchase may be a trade or bulk buy;
- If your item becomes “lost in post” your item will be resent or refunded at no additional charge to you once the lost in post process is complete (see below) and you did not provide an incorrect address to begin with;
- You accept the lost in post terms and conditions as set out below.
- Shipping for zoombits.co.uk
How much extra is postage and packaging?
United Kingdom - Delivery is FREE within the United Kingdom, however we recommend that customers use the 1st Class Royal Mail recorded delivery option, which provides contents insurance .
For those deliveries outside the UK, additional postage fees will apply.
Europe £1.99 Additional P&P
Delivery should normally take 5 - 7 working days. Please note weight restrictions may apply to European orders.
Worldwide £1.99 Additional P&P
Delivery should normally take 5 - 10 working days. Please note weight restrictions may apply to International orders.
THE FOLLOWING SHIPPING OPTIONS ARE AVAILABLE AT THE CHECKOUT STAGE OF YOUR ORDER
For deliveries within the UK : Royal Mail Special Delivery Service , 1 to 2 days delivery from dispatch date. Contents insurance. A signature on receipt will be required. Cost £5.49
For deliveries from the UK to Europe: Royal Mail Airsure International Tracked Delivery 3 to 5 day’s delivery from dispatch date. . A signature on receipt will be required. Cost £7.49. Please note that weight restrictions may apply
For deliveries from the UK to Australasia and the ROW: Royal Mail Airsure International Tracked Delivery 5 to 7 day’s delivery from dispatch date. . Contents insurance. A signature on receipt will be required. Cost £8.49.Please note that weight restrictions may apply
We endeavour to dispatch all orders within 24 hours (Monday to Friday).
In the rare event of non-delivery of your goods, please allow 15 working days before contacting us, as we do need to allow for postal delays before we can arrange a refund or replacement. If your order has not arrived after this time, please contact us at firstname.lastname@example.org.
We currently deliver to the following regions:
AVERAGE SHIPPING TIMES FROM UK 5 TO 7 DAYS UNLESS STATED BELOW
Australia (7 to 9 days)
Canada (7 to 9 days)
Channel Islands (2 to 4 days)
France mainland france only
Ireland (2 to 4 days)
New Zealand (7 to 9 days)
United Kingdom ( 2 to 4 days )
United States (7 to 9 days)
OTHER COUNTRIES AVAILABLE - For countries not listed above, please contact email@example.com for application / further details.
- Where is my order?
Delivery may take up to 15 working days.
If your order has not arrived within 15 working days after you receive an email from us informing you that your order has been dispatched please contact our firstname.lastname@example.org team within 15 working days.
If you are ordering mutiple items, in certain circumstances an item may be out of stock, if this does happen it would normally be back in stock within 48 hours, if an item does not come back into stock within 62 hours from when you placed your order a member of our customer services team will contact you and advise when the item is expected and in certain circumstances we may offer an alternative replacement product.
If you are unsure of whether an item has been shipped you can log in to My Account to check the status of your order. If your order has been order processed this means you order has been despatched.
- What is your returns policy?
For faulty goods
Within 6 months of dispatch, if there is a fault with your product we will normally offer a repair, exchange or credit. Any faults after that period must be reported to the manufacturer.
To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear.
Items need to be returned using our Returns process. You must follow the procedure that will determine if the item can be returned, if so you will be provided with a RMA number. If your return does not contain the RMA number and in the form prescribed during the returns process your item may not be processed and you may lose your right to a refund. You are liable for the safe return of the item, we recommend that you return the item using tracked and/or recorded mail. The cost of returns is borne by you unless we have agreed otherwise. If it qualifies for a replacement within the first 28 days after dispatch, we will provide you with a FREEPOST label but the responsibility for safe return resides with you, thereafter the cost of returning the item is borne by you the customer.
We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.
If no fault can be found by our test centre, the item will be returned to you at your cost plus an administration charge not exceeding 10% of the original net price paid by you for the item. This charge will need to be paid prior to dispatch. In such circumstances you will not be refunded for the cost of return. If you decline to pay these costs within 30 days of been notified that there was no fault and the resultant cost of return we may dispose of the items as we see fit.
For non faulty goods
a. If the goods ZoomBits delivers are not what you ordered or the delivery is of an incorrect quantity, ZoomBits shall have no liability to you unless you contact our customer services team within 7 days from the dispatch date for a Returns Authorisation.
b. If you notify a problem to ZoomBits under this condition, ZoomBits only obligation will be, at its option:- to make good any shortage or non-delivery; or to refund to you the amount paid by you for the goods in question to the original method of payment.
c. ZoomBits will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to ZoomBits under this condition and ZoomBits shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.
d. Nothing in this condition is, however, intended to limit any rights you might have as a consumer neither under the applicable local law that may not be excluded nor in any way to exclude or limit ZoomBits liability to you for any death or personal injury resulting from its negligence.
e. All goods returned will be inspected for damage and authenticity upon receipt, if ZoomBits discovers any defects ZoomBits reserves the right to refuse to refund or replace and return the item(s) to you.
Nothing in this contract creates any right which is enforceable by any person who is not a party to the contract.
Goods opened are no longer liable for a refund. A Credit Note will be issued in its place.
If this does not help you with your query please log onto our live chat facility available through our web site or email our customer services team at email@example.com and we will be happy to help.
- How do I return an item?
Carefully read our returns policy and right to cancel policy. If your need to return an item complies with either policy you can access the returns process by clicking on this link.
If this does not help you with your query please either use our live chat facility or email our Customer Services Team at firstname.lastname@example.org
- Where do I enter my promotional / discount code ?
At the checkout stage of a new order, you will see a promotional box, please enter code in this box and click where it says "click here" The page will refresh and you should now see the promotional / discounted price of your item(s) and the total order price. The next step is to choose your method of payment, and proceed accordingly. Please note all promotional / discount codes are subject to the following terms and conditions.
Promotional codes (including but not limited to promotions covering “Refer a friend”, “Review a Product”) issued by the company are limited by time and the products that they can be applied to are at the absolute discretion of the company. Promotional codes may not be used against products that are on special offer or are part of a sale.
- Only part of my order has arrived!
If you have ordered multiple items please be advised that they may not be packaged together, your packing label will confirm if this is the case. For example if split into three packages your order number will remain the same but will read 12345a on one label /12345b on another label /12345c on the third label. You will also see the number of packages on the label. Package 1 of 3,package 2 of 3 and package 3 of 3.Please note you may not receive all of your packages at the same time.
You should allow a further 48 hours for delivery before contacting our customer services team to advise of a missing package.
- What times are your customer services department open?
Our customer sevices department is open between the following times:
Call Centre: Monday - Friday 9am - 5.00pm
Emails: Monday - Friday 9am - 5.00pm
For out of hours communication, simply use our contact us link.
- Forgotten Your Password?
If you have forgotten your password you can click on this forgotten password link. This page will ask you for your email address which will automate a new password for you.
Alternatively please contact a member of our help team who can activate this for you.