Frequently Asked Questions
Due to the unfolding situation with Coronavirus (COVID-19) we want to keep you up to date with any changes we may need to take to protect our staff and their families in line with government directives and any impact this may have to the service we provide to you, our valued customers. We will continue to monitor the situation and will update this page as and when we need to make any changes to our service in line with government instructions and to ensure the safety of our staff and families whilst providing our service to you.
Firstly, we’d like to apologise to you for any delay in receiving orders that you’ve placed with us during this transition period which may result in your order being delivered up to 72 hours later than normal. This delay is temporary and has been caused by a dramatic increase in demand for our products, whilst we have been reconfiguring our distribution centre to ensure that our staff are working safely and can continue to provide you with products that you have ordered.
We’re doing everything we can to ensure continuous and uninterrupted supply to our customers and we would be very grateful for your patience during this time whilst we catch up and bed in our new processes. We expect to be fully caught up in coming days and have also taken the decision to upgrade all deliveries affected to first class free of charge to make sure customers receive their orders as soon as possible.
Thank you for shopping with us and for your patience and understanding during these uncertain times.
The Zoom Team
We have been working closely with our delivery partners as well as our studio and label distributors, to maintain standard delivery times and maximizing availability of products and will continue to do so. We are also migrating our distribution operations over this coming weekend to ensure that we can continue to provide a good delivery service in the coming weeks and months ahead. We are of course aiming to minimize any disruption during this short transition process and anticipate service being maintained whilst we complete this migration, however, please bear with us in case there are any minor delays in receiving your orders.
UK Delivery: Currently our UK delivery services via Royal Mail and Whistl are running well with no major disruption to our services but like all delivery services are experiencing high demand. We will continue to work closely with our delivery providers in the meantime.
EU Delivery: The situation in Europe differs by country depending on individual government directives and the situation in specific regions and you may experience some delays to your normal delivery times. Please be patient and be assured with our working hard with our delivery services to get your products to you.
In order to protect our staff and their families and in line with government policy our customer service team are now working from home. As they adapt to working remotely there may be some delays to your normal response time. Be assured we will respond to your enquiry but may take a little bit longer than usual.
Q | How can I pay for my order?
We accept all major credit cards, as well as PayPal. All items must be paid for prior to dispatch, as we're unable to take an order and hold it pending payment.
Q | When will payment be taken for my order?
Payment will be taken when you place your order.
Q | When will the payment be taken for my pre-order?
If you've pre-ordered an item, we'll take payment from your account upon despatch of your order. The only exception for this is if you choose to pay by PayPal, in which case the payment will be charged at the time of purchase (Paypal rules, not ours).
Q | Why does it look like I've had an extra £1 taken out of my account along with my order?
Don't panic! Please be assured that it's not a charge, this is simply a card authorisation check that shows on your account when you use certain banks. The £1 is never charged to your account, but used by us as a hold to check that the bank account is valid and has funds so we can complete the order process and get your order to you as quickly as possible. We will never actually take this £1 out of your account, and the hold will time out after 3-5 working days meaning the money will always stay in your account and never leaves it. If for whatever reason your card doesn't work the first time round (e.g. there is a mismatch in the address that is then corrected) and works the second time around, you may see two separate £1 hold charges. Please be assured that the money never leaves your account and you will only ever be charged for the goods & selected delivery method that you've chosen.
At Zoom.co.uk, we endeavour to despatch all items for the UK ordered before 12:00 (Monday to Friday) within 24 hours. You can check the status of your order in your account here.
For a detailed delivery timelines, please see here.
Q | How will I know when my order has been sent?
You'll be sent a confirmation email the moment your order is despatched, letting your know that it's on its way to you.
Q | Once my order has been despatched when will I receive it?
From the time that you receive your despatch confirmation email, we would expect you to receive your order within 3-5 working days for deliveries within the UK. Please note you should allow 10 working days for delivery inside the UK before contacting us about your missing order. Royal Mail will not open an investigation into any of their deliveries before this time.
Q | Do you charge for delivery?
Standard delivery is always FREE over £30 within the UK. For alternative delivery choices (both within the UK and to Europe) please check out our Delivery page by clicking here.
Q | What do I do if I have not received my order?
Should your order not arrive within 10 working days please contact us so that we can investigate with the delivery service provider. Please remember that we cannot investigate any missing orders until 10 working days after dispatch.
Q | One of the items is missing from my order. What do I do?
Oh no! Firstly, please accept our apologies for the inconvenience. All items are dispatched individually in separate packaging. Sometimes items that are ordered on the same day may arrive with you on different days. We will send you an email to let you know when each item is on its way.
Q | What happens if I am not at home to accept my delivery?
Most of the products available on our site do not require you to be at home to take delivery, as they (hopefully) will fit through a standard letterbox. If you've ordered a product which will not fit through your letterbox - and you are not in to take delivery - then the postal service will follow their usual procedure of either re-arranging another day or a collection service. For UK orders this usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office. For items attempted for delivery by a courier service, the courier will also leave a card regarding more options for you to get your hands on the goodies!
Q | Which countries do you deliver to?
We deliver within the UK, as well as to all EU countries. These include: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Q | Am I able to change the delivery address to something other than my registered PayPal address?
Unfortunately - for security reasons - we're unable to deliver to an alternative address to the one you've provided to your PayPal account. All items will therefore be posted to your PayPal address. Never fear though - we're working on a solution to this!
Q | Do you deliver on Bank Holidays?
We all love a Bank Holiday don't we? Bank Holidays aren't classed as working days, so we don't include these in our estimated delivery times. On these days, you can expect your order to continue its journey to you on the following working day.
Q | Can I contact you by telephone?
Of course - you can request a call back via email at email@example.com. We're open Monday - Friday between the hours of 8:30-17:30 so if you contact us outside of these times, you can expect us to get back to you as soon as we can when we're open.
Q | How will I know when my order has been dispatched?
You will receive an email from Zoom.co.uk to confirm that your item has been sent. Our aim is to have all items dispatched within 2 working days.
Q | Can I change the delivery address on my order?
For security reasons, once an order has been placed we are unable to change the delivery address.
Q | How do I make a change to my order?
Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'. Always double check your order confirmation to make sure all the details are correct. If you would like to cancel your order please contact us and we will endeavour to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy dispatch from our warehouse.
Q | The right to change your mind.
We've all been there. If this is the case, then we've got you covered - you have 14 days to change your mind, starting the day after you receive your goods.
Please note; the maximum number of units of the same product within any order allowed is 3. If you would like to order more you will have to place another order.
Postage and packaging is FREE on all standard delivery orders for the UK over £30. Postage charges for EU countries vary by country.
Returns (UK only)
Here at Zoom we want you to be 100% happy with your purchase, meaning we'll do everything we possibly can to make sure you are. If you'd like to return a product to us, please email us directly at firstname.lastname@example.org
Q | I have received my item but I no longer require it?
If you're unhappy with your purchase you can return it to us within 28 days of the item being despatched to you in order to get a full refund - please request a returns authorisation from our customer services to ensure you'll be refunded as quickly as possible. Please note that DVDs and Blu-rays that have been opened or have had their shrink-wrap removed are not eligible for return. Clothing returns must be unworn and still have the tags attached.
Q | I have received an item that I didn’t order?
Apologies, our mistake! You can return the item to us within 28 days of the item being despatched to you for a full refund.
Q | I've received my item, but it's damaged/faulty. What do I do?
If your item has reached you in a damaged condition or is faulty in any way, then we'll endeavour to put this right as soon as possible. We can either by send out a replacement item to you or refund your account. If we ask that the item be returned to us, then Zoom.co.uk will (of course) pay for the cost of the return via a pre-paid label. In this highly unlikely event that your order is received damaged or faulty, all you need to do is contact us within 28 days of the item being despatched to you and we will provide you with the relevant returns information
Q | How do I return an item?
To arrange a return, please just contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We'll then issue you with the Returns address - specific to that item - along with your unique Returns Authorisation (RA) number.
Q | When will I receive my refund/replacement?
We will process your refund/replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and, if the replacement is not available a refund will be given instead.
Q | How can I get a copy of the personal information Zoom holds about me?
Q | How can I correct my personal information?
If you have a Zoom account, you can manage your name, contact and payment details through the account settings. If you do not hold an account, please contact customer service for assistance.
Q | Can I ask for my data to be deleted at any time?,
And I stiiiiilll haven't found what I'm looking for?
If you don't find the answer that you're looking for in our FAQs, please email our customer service team at email@example.com. We're open from 8:30-17:30 Monday - Friday, but you can always email outside of these hours and we will try and get back to you as soon as we can.