Below we have listed a set of frequently asked questions that you may wish to check before contacting us.
The mode of shipping can vary from our Suppliers, the type of Products and the Weight/Volume. Each Supplier will ensure they will be using the most appropriate mode of transport to ensure quality and effectiveness of the delivery.
Timing can therefore vary from each Supplier and type of transport used. We will endeavour that your order is dispatched within 4 to 10 working days. We will notify you by email for every item dispatched.
Each supplier has its own shipping terms and costs. To make it easier and more cost effective for you, zouf.biz has set up a fixed shipping cost worked on the average weight for the whole order, disregarding the method of shipment and whether it comes from multiple suppliers or not. Your products may also arrive separately, but this won’t make your shipping cost more expensive.
The delivery cost is shown on your order summary page before you commit your order.
There are various reasons why this may have happened but we suggest the following steps:
- Step1 – Check with your bank to ensure there are funds available to pay for your order.
- Step 2 – If you are using a MasterCard or Visa credit or debit card to pay for your order, we suggest you confirm your 3D Secure details are being entered correctly.
Created by the card payments industry, 3-D Secure is a security feature which ensures that payments using certain credit and debit cards are authenticated by the card holder with their bank at the time of the transaction. 3-D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV). If your card is enrolled with 3-D Secure, during the payment flow you will be prompted by your bank to enter a password to verify that the transaction is authorised by the card owner before completion.
Your 3D secure password is set up between you and your bank to further secure transactions over the internet or where the card holder is not present. If you are enrolled in 3D secure, you must correctly enter you 3D secure password for your payment to be authorised. After submitting your Mastercard or Visa credit or debit card details at checkout, a new window will appear asking you to enter your 3D secure password. If you do not enter your password correctly, or you close this window and do not enter these details your payment will not be authorised. If you have forgotten your password or are having any problems with your 3D secure details, please contact your bank who will be able to help you solve this.
If you are still having problems please contact us by email and we will be happy to provide a speedy resolution.
You can change your details any time by logging into Your Account, and click on “Maintain Account”
Once an order has been placed, providing it has not been picked ready for dispatch you can contact us quickly to ensure your request is dealt with urgently. We are unable to guarantee any address change requests will be carried through successfully and we advise you to please take extra care when selecting your delivery address.
If you have a discount code, you will need to add this code during your checkout process page. Your shopping contents and value will be recalculated to account for your discount code. Note, that promotion codes are case sensitive.
If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with Zouf by clicking the Lost Password link before entering Your Account. You will be taken to a page where you can enter your e-mail address and your password will be sent to you. We strongly recommend that you change this at your earliest convenience.
Changes to the contents can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, we regret to advise that no changes can be made to the contents of the order. If you have selected the incorrect products, please review our returns procedures. Please contact us immediately with any issues you have and we will do our best to help you. Please note, at this time we are unable to guarantee successful cancellation of the order and advise that you please check your order carefully before you confirm.
Currently, zouf.biz is set up to send orders to addresses, we do not deliver to a PO Box address.
Most goods can be shipped worldwide. However, please do contact us if you wish us to send an order to a country that does not appear when you place an order, and we will be happy to check with our Suppliers and provide you with a quote for this specific location. We are unable to guarantee successful delivery of any order that has a delivery address outside of the United Kingdom and we except no liability for orders lost or damaged if the delivery address is outside the United Kingdom.
Items you order from zouf.biz may sometimes be sent in more than one delivery. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately. Or if you have ordered multiple items from multiple Suppliers then each Supplier will dispatch their goods individually.
Regardless of the number of deliveries you receive, you’ll only be charged the amount that was originally quoted to you at the time you placed your order.
We will automatically send you a dispatch confirmation email for all your items; so you should be kept posted on the status of your full order including all your items. Not all items might be delivered the same day.
As soon as you find out you have received an incorrect item, you must contact us so that we can organise a return.
You must return the original item within 7 days. Zouf Ltd reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 7 days of the date on which zouf.biz confirms we will issue a replacement.
And if you’ve grown quite attached to the item and want to keep it, just let us know and we’ll charge the cost of the item to the card you used to place the original order.
To find a history of all the orders that you have placed or the status of a current order, go to My Account, then select “View the orders I have made” and select the order you want to track.
Yes, zouf.biz always shows prices that include UK VAT, duty and any other taxes when applicable.
What advice can you give me to successfully place my order?
- Is your credit card information valid and up-to-date?
- If you were recently issued a new card, some of the information may have changed. Please confirm your credit card type, number and expiration date, and try again.
- Does your name and address match the name and address on your current credit card?
- Was your internet connection disconnected? You must stay logged in until we receive tour order. Please don’t log off until you receive an order confirmation email.
- Did you log out of zouf.biz while placing your order? If you decided to get some information on a product or go to a different website, you may have accidentally logged out of zouf.biz site before the order was complete. Please log in again and place your order.
- If you are still having difficulties placing your order, please contact us.
When your order is received, we will send you an e-mail confirming your order. It will include your Order number, Items purchased, Payment information.
Then you will receive the invoice confirming that your payment was successful.
When your order is ready for dispatch, we will send you a shipment confirmation. It will include Mode of Shipment, Date of Dispatch, Expected Arrival Date, Tracking number (if applicable).
If, for any reason you have not received these e-mails, please check your spam and / or junk mail folders. If there is no e-mail in there and you require one, please contact us.
Contact us, detailing the problem you have encountered and we will be happy to assist.