Question 1

What delivery options are available?

Accepted Answer

If you have any questions about the delivery options available, please click here.

Question 2

Where can I get a home delivery?

Accepted Answer

For any questions regarding home delivery, please click here.

Question 3

How do I track my order?

Accepted Answer

You will receive order-tracking notifications by email. You can also track the progress of your order by logging in to your customer account, via the icon at the top right of the site on a computer or at the bottom of the menu on a phone.
If you have made your purchase as a guest (without creating a customer account), you can track your order using the [Track my order] portal in the footer of the Zadig&Voltaire site or by clicking here. The portal can also be used by customers with an account.

Question 4

I did not receive my order: what should I do?

Accepted Answer

If you have not received your parcel within 5 working days, we recommend that you check the status of your order. If you see any concerns with the shipping of your order, please contact our Customer Service department via the form. We will raise a query with our carrier to locate your parcel as soon as possible.

Question 5

How do I change my delivery address?

Accepted Answer

Your delivery address cannot be changed, because orders are sent to our logistics provider in real time, as soon as they are created.

Question 6

Can my order be reshipped?

Accepted Answer

We are unable to reship your order.
If your order is returned to sender, your parcel will be sent to our logistics centre. It will be processed within a maximum of 14 days from receipt. The amount of your order will then be refunded in full within a few days, depending on your bank. You can then, if you wish, place a new order.

Question 7

I received a damaged parcel: what should I do?

Accepted Answer

For reasons beyond our control and in very rare cases, your parcel may be delivered damaged. Please report this to our Customer Service department via our contact form so that we can escalate the incident to our carrier.

Question 8

What should I do if I receive a product that does not match my order?

Accepted Answer

In exceptional cases, you may receive an item that does not match your order. Please contact our Customer Service department via our form so that our advisers can assist you.

Question 9

What should I do if there is a missing item on delivery of my order?

Accepted Answer

If an item is missing from your order, please first to log in to your customer account to view the tracking information for your order. It is possible that your order will be delivered in several parcels and the other parcel(s) is/are still being prepared or shipped. If you do not have a customer account and have placed an order as a guest, go to the [Track my order] portal in the footer of our website and access the tracking information by entering the associated email address and your order number.
We are sorry to inform you that, in very rare cases, it is possible that the missing item has been cancelled due to lack of availability when the order was prepared. If an item is cancelled, we will send you an email to let you know and another indicating that we will refund the cancelled item. If you do not receive these emails, please check your junk folder. You can also see whether an item in your order has been cancelled by checking your customer account or the [Track my order] portal in the footer of our website.
Finally, if the missing item is not being prepared/shipped, or has been cancelled and is therefore in the process of being refunded, please click here.

Question 10

Can I have my item(s) delivered to a store?

Accepted Answer

It is not possible to place an order online and have it delivered to one of our Zadig&Voltaire stores.

You can, however, reserve an item online in one of our Zadig&Voltaire stores and pick it up from the same store.

FAQ

Delivery

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