FAQ'S

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FAQ'S

Order Issues

Q. How can I update my shipping address?

The shipping address can be only updated if the order is not shipped. If orders are showing shipped status, it means our delivery partner has processed your delivery and hence you cannot change your delivery address for the current order. Please change your shipping address or edit through the Zaecy website.

Q. Can I cancel my order?

You may cancel your order before it is shipped or delivered by clicking 'My orders'. However, once the order is en route or delivered to you, it cannot be cancelled. However, you may return the product for a full refund in the case of manufacturing defects, subject to our verification.

Q. How to check my order status?

Log onto www.zaecy.com and click ‘my orders’ to know the status of your order/s. Our standard delivery time is within three to five business days. However, we assure you that we will attempt to deliver before the committed date.

Q. Why did I not get a confirmation email about my order?

Typically, within 24 hours after an order is placed, an email with a tracking number will get sent to your account email address.

If you did not receive the email:

a) Please visit "My orders" to check the order status; it could still be under pending payment approval.

b) Please check if you logged in to the correct ZAECY account, as the email will be sent to the registered email address.

c) Please check your junk emails and see if your email address blocks our email.

Q. How do I add or change my shipping address?

To add or edit the shipping address click ‘My Address’.

Q. How can I place an order?

Here are the steps:
Step 1: Log in to your ZAECY account.
Step 2: Add item(s) into your Shopping Bag.
Step 3: Check out when the item selection is completed.
Step 4: Complete shipping and billing information.
Step 5: Fill in the payment information and click the CONTINUE button to complete the purchase.

Q. Can I modify/update my order?

Yes, you can only modify your order if your order is yet to be shipped or has not been delivered. Once your order shows shipped or delivered status, you cannot modify or cancel it.

Q. How to modify/update my billing address?

You can only modify or amend the billing address if your bank (Credit card issuer) still needs to process your order payment. To change or modify the billing address before payment, click 'Edit' in the address section. Please ensure the billing address is correct before paying for your order.

Delivery

Q. Where is my order?

You can know about your order status by clicking 'My orders'. Once the order gets placed, and after payment is processed, please allow one to two business days for our fulfilment partner to prepare your shipment. Once the order is ready for delivery, you will receive a confirmation in your email with tracking info from our fulfilment partner. If you face difficulty, please get in touch with the Zaecy customer service team at care@zaecy.com. 

Q. How long will the order take to arrive?

Once we confirm your order and payment has been processed by your bank ('Credit card issuer'), it may take three to five working days in total for us to deliver your order. Once we ship your order, you will receive a confirmation email with tracking info from our fulfilment partner. You can also track the order status under ‘My orders’. If you face difficulty, please get in touch with the Zaecy customer service team at care@zaecy.com.                                                                                                      

Q. Why did I not get an email about my order being shipped?

Typically, an email with a tracking number will be sent to your account email address after the order is shipped.

If you did not receive the email:

a) Please visit ‘My orders’ to check the order status; it could still be in processing.

b) Please check if you logged in to the correct ZAECY account; the email is sent to the registered email address.

c) Please check your junk folder and see if your email address has blocked our email.

Q. Why is my order delayed?

We sincerely apologise for the inconvenience. Please be assured we will make every attempt to resolve the issue and identify if it was due to our system error or a delay from our fulfilment partner. Please email us your order details at care@zaecy.com for further support.

Q. Can you ship to my country?

 We are a new company with a lot of passion for enhancing your experience with our products. Currently, we are only delivering our products within the United Arab Emirates.

Q. How long does it take for my order to ship?

It takes generally two business days from the order date and after the payment gets processed by the bank (Credit card issuer) to process your order and another 3 business days to deliver your order. We will email you the tracking number after the order is shipped. You may face a delay if your address is beyond city limits or our fulfilment partner cannot reach you for delivery confirmation. 

Q. Why was my package returned?

There can be multiple reasons, such as:

1. Incorrect address,

2. The payment wasn't processed by your card-issuing bank,

3. Our fulfilment partner needed help to obtain delivery confirmation or reach you for delivery,

4. You were not available to receive the products at the confirmed time,

5. Invalid or incorrect contact details were provided,

6. An identification wasn't produced for delivery verification, or the receiver on your behalf refused an identification or signed delivery receipt,

7. Item was damaged during transit. Please contact the Zaecy customer service team at care@zaecy.com, and we will resolve it as soon as possible.

Q. Why does the tracking service show that the package has been delivered, while I received nothing?

Our fulfilment partner may deliver the product/s to a receiver at the shipping address. Hence, please check the delivery from us to your family member, friend, maid, driver or neighbor. If you are still trying to trace the package from us, please allow us a day to check with our fulfilment partner for the delivery status, and if in case this is available, we will send it to you as a confirmation. Otherwise, if it is our fault, we will deliver the product to you or process a full refund of your order.

Q. What happens if I am not at home when my package arrives?

 Our fulfilment partner, for your convenience, may deliver the product/s to a receiver at the shipping address as long as they can produce an identification document acceptable to our fulfilment partner.

Q. Can I receive my order before a certain date?

We always strive to deliver your Zaecy goods before the promised date and time. However, our standard delivery timeline is within three to five working days from the date of order processing and after payment is processed by your card issuing bank.

Q. Where do you ship from?

We have partnered with a professional fulfilment partner to store and deliver our goods to you. They get shipped from their locations within the geographical boundary of the United Arab Emirates.

Q. What if I received a defective item?

We apologise for the inconvenience caused. As a company, Zaecy has stringent quality checks during the entire production process of the garment, storage and delivery. Our team also does quality checks at the fulfilment partner's storage location to ensure they are safely kept and in original packed condition. Although we make every effort to ensure that the delivered item is not defective, if it happens, we are happy to exchange the item or process refund after returns and verification. Please contact our customer service team at care@zaecy.com to check for details if necessary.

Note: A picture and Item ID or SKU of the defective item are needed.


Return & Refund

Q. Can I get full refund for the return?

We offer refund only if the product has manufacturing defects. Once you report defect, we will collect the product back from you and will send it for inspection and if the product is identified with manufacturing defect/s, we will refund your entire purchase value. However, you may return the product for exchange of another Zaecy product for same value or a higher value by paying the difference. For some products, such as for instance undergarments, there is no return, refund or exchange due to hygenic reasons. Pls send an email to our customer service team at care@zaecy.com and they will assist you on this query.

Q. Can I return one of my orders?

Kindly contact customer service or return details if necessary.

Note:

a) Item ID or Item SKU is needed, (You can find the SKU number in the description of the item)

b) The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, underwear, items with non-returnable marks, and gifts.

Q. What is the status of my return or exchange?

Once we accept your request, we will collect the product from you within three business days and inspect the product's condition. If the product is returned in original delivered condition to Zaecy's inspection team, we will process the exchange or return. A refund is only allowed for manufacturing defects, and your purchase value will be returned to your original payment method.

Q. What is your return policy?

Kindly refer to our Exchange and Returns policy page for details. 

Q. How can I return items?

Kindly refer to our Exchange and Returns policy page for details.

Q. Can I exchange the item I received for a different size?

Yes, we accept exchange within 3 days of receipt for most items in delivered  condition. Kindly contact customer service at care@zaecy.com for exchange requests.

Below information will be required:

1. Item ID or Item sku is needed. (You can find the SKU number in the description of the item)

2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, underwear, items with non-returnable marks, and free gifts.

Q. What if I received a wrong item?

We do apologise for the inconvenience. Kindly contact customer service at care@zaecy.com, and we will deliver the correct item and pick up the incorrectly delivered item.
Below is the information that will be required:

1. Picture of the wrong item you received,

2. Item ID or Item SKU of the original item. (You can find the SKU number in the description of the item)

Q. What if I received items with stains or odor issue?

It is very unlikely as our products are packed in very hygienic conditions and undergo stringent quality checks before storing them with our fulfilment partner. It is beyond our control if this happens, and we sincerely apologise for the inconvenience. We will wish to understand how this has happened. Please get in touch with our customer service team at care@zaecy.com, and they will organise to pick up the product back. Post inspection and approval by the Zaecy team will exchange it for a new product, which will get delivered to you on priority. Note: The stained item's picture and Item ID or Item SKU are needed.

Q. What if I received an item not as described?

We sincerely apologise for the inconvenience. We will wish to understand how this has happened. Please get in touch with our customer service team at care@zaecy.com, and they will organise to pick up the product at the earliest. After inspection and approval by the Zaecy team, it will be exchanged for a new product, which will be delivered to you on priority.

Below is the information that will be required:

1. picture of the incorrect parts of the item

2. Item ID or Item SKU of the item. (You can find the SKU number in the description of the item)

Q. What if I received an item with fabric issue?

We are sorry for the inconvenience caused. Please give us a chance to understand and fix the issue. We have a professional and qualified team of designers, production controllers and Zaecy management team who supervise every process of selection and manufacturing of the product. It then goes through stringent quality checks before it gets shipped to you. We are happy to exchange or offer a full refund in this case. Please get in touch with our customer service team at care@zaecy.com.

Payments & Promo

Q. What kind of payment methods do you have?

Zaecy currently only offers online payment via UAE-issued credit cards. However, in the near future we shall offer customers various payment methods, including cash on delivery, payment through credit card, debit card, and net banking.

Q. Do you have any promotions now?

For the most up-to-date information on promotions and sales, please refer to our main home page via zaecy.com. Be the first to know about our sales, giveaways, collection drops and more by making sure you can receive emails and push notifications from ZAECY.

Q. Do you offer Cash on Delivery?

Unfortunately, not at this time, but we will be offering this mode of payment soon. Currently, you can order Zaecy's products/goods using your UAE-issued credit/debit cards via our website “www.zaecy.com".

Q. Can I pay with a gift card?

Unfortunately, we are yet to issue gift cards. We are working with some loyalty promotion partners and soon we will be able to offer gift cards to our customers. 

Q. How to unsubscribe your promotion emails?

Hi, there is an ‘unsubscribe’ button at the bottom of each promotion email; you may use this option to unsubscribe. Please let us know why you wish to unsubscribe so we can improve and match your expectations.


Q. I was charged twice.

We apologise for the inconvenience, and we will resolve it at the earliest. If you were erroneously charged twice for your order, we will process your refund within five business days to the original payment mode. Please note that for the actual credit to be reflected to your original payment method, more time might be required depending upon the Card Issuer or the processing bank. A common reason you may have been charged twice for your order/s could be due to pressing the order tab twice. Please check 'My orders'; you can cancel duplicate orders and receive a refund accordingly.

Kindly note: If you do not see any duplicate orders or cannot cancel, please  get in touch with our customer service team at care@zaecy.com. Also, please send us information, including screenshots of the bank processing your payment twice and any account information.


Q. It says the coupon code was already used, but I didn't.

Please check whether you used them on your previous order. You may check in "My orders", if the order was unpaid then you can cancel it first so that the coupon and points will be returned to your account, points and coupon both have a valid time. You can check "My orders" to see whether you have an unpaid order using the coupon.

Q. Why was my payment declined?

Payments can be declined due to the following reasons:

1. You accidentally entered an incorrect debit/credit card detail like expiration date, billing address, and security code. (Security code on the back of your credit card).

2. Card issuer bank declined your payment.

Please, refer the issue to your card issuer as payment gateway functionality is provided to us by an external institution.

Q. Why can't I apply a coupon?

First, please enter all shipping and other necessary information for your order and save it. Then go to the checkout page, type in the correct coupon code in the box, and apply it.

Q. Why isn’t my promo code working?

It may be caused by the following reasons:

1. The discount is applied to the original price but not sale price on the page.

2. The code has already expired.

3. The purchase amount does not meet the standard of this code.

Product & Stock

Q. How do I leave a review?

You may submit a photo with the review on zaecy.com or share your review on Facebook. please follow the steps below:

1. Locate the order in "My orders"

2. Click the "Confirm Delivery" button after receiving

3. Click the "Review" button to leave a review on the item(s) you've purchased

Note: Archive orders can't be reviewed.

Q. How do I choose my size?

All our styles have a size chart. We recommend taking your measurements to compare with our Size Chart. 

Q. What if an item is out of stock?

Being a recently launched brand, we want to ensure we deliver the best quality product to our customers. Our products undergo stringent quality checks from design to fabric selection and during the entire manufacturing process, which is only possible if we make them in small lots. However, it gives us the confidence to make more and to bring the item back in stock. If you like an item, please add it to your wish list, and we will notify you when they are back in stock.

Account

Q. How do I update my email address?

Unfortunately, we cannot change the registered email address for your ZAECY account. If you haven't made a purchase, we suggest you register a new ZAECY account.

Q. Why do we sign you up for an online account?

We are an e-commerce store; hence, to process your orders, we want you to register with your credentials, delivery address and preferences. We also send you information about our new styles, promotions and offers for registered members being part of the Zaecy community.

Q. I can't find my order in my account.

Please make sure you have logged in to the correct account. Then, if you still need help finding your order, please get in touch with us at care@zaecy.com for assistance. 

Q. Why can’t I log into my account?

1. Kindly check if the account email address and password are correct.

2. If you forgot your password, click the "Forgot Your Password" button on the login page for help. 

3. To edit or reset your password, click the ‘Account Security’ button in ‘My Account’.

Note: For Google or Facebook-related accounts, ZAECY does not support password modification. Please change these account passwords directly.

Q. How to delete my card info?

Hi, if you saved card info when you purchased, you may kindly find and delete it via "My Payment Options"

Q. How to edit or reset my password?

To edit or reset your password, click the "Account Security" button in "My Account".

Note: For Google or Facebook-related accounts, ZAECY does not support password modification. Please change these account passwords directly.

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