HOW CAN WE HELP?
Do you have a tracking number for my order?
Once your order is dispatched you will receive an email containing your parcels tracking number. All tracking numbers will go live within 12 hours of dispatch. The link within your dispatch email confirmation will redirect you straight to the couriers tracking details for your order.
Where is my order?
We will aim to dispatch orders within 24 hours, and with our standard delivery service we estimate delivery 2-5 working days after dispatch. However, in the event that your order has not arrived within this time-frame, please contact us so that we can investigate this further for you.
My order has arrived in a box with different logos on it, why is that?
In order to do our bit for the environment and help to reuse and recycle, we will often re-purpose packaging materials and use these when dispatching new orders. If you have any issues with your packaging, please do not hesitate to send over an email to firstname.lastname@example.org with any relevant images.
The tracking details for my order states that it has been delivered, however I have not received my order, what’s going on?
In this circumstance, it is likely that there has been a courier error with the tracking, but we are happy to assist in locating your order. Firstly, we would recommend checking safe spaces around the home or with neighbours, and contacting your local delivery office, as couriers will often leave orders here. If you are still unable to find the order after checking these places, just let us know and we can investigate this further for you.
Will I be charged for customs and import charges?
Zatu has no control over these charges and unfortunately we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Will I be charged handling fees or taxes?
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.