Customer Service

Contact

You can find answers to many questions on this page. Do you have any other questions or comments, or you would like our styling team to help you with selecting items, please contact our customer service. Our customer service is available on weekdays between 9 am and 5 pm.

 

Tel:+31 (0)316 820 971

Email: customerservice@zenggi.com


Delivery

Within the Benelux-countries & Germany delivery is free. When staying abroad your purchase order will be delivered by UPS, on business days between 9 a.m. and 5 p.m.. If you are not answering the door, the courier will try to deliver the purchase order at your neighbors and will inform you by leaving a note in your mailbox.


-+ What will you charge me for shipping my order to me?

The forwarding-charges for a consignment with an addressee outside of the Benelux and Germany but within the EU can be found in the sub joint list. UPS handles these purchase orders. When you go to the checkout, you can see the forwarding-charges for your purchase.

 Country

Shipping costs

 Belgium/Luxemburg

-

 Germany

-

 France

 € 11,95

 Spain

 € 16,95

 Portugal

 € 24,95

 Italy

 € 16,95

 Austria

 € 13,95

 Switzerland

 € 11,50

 UK

 € 17,95

 Ireland

 € 24,95

 Denmark

 € 12,95

 Sweden

 € 20,95

 Finland

 € 22,95

 Noorwegen

 € 27,50

 Poland

 € 14,95

 Czech Republic

 € 22,95

 Estonia

 € 37,00

 Latvia

 € 37,00

 Lithuania

 € 37,00

 Slovakia

 € 24,95

 Croatia

 € 52,00

 Slovenia

 € 37,00

 Hungary

 € 34,00

 Romania

 € 27,95

 Bulgaria

 € 35,50

 Cyprus

 € 44,50

 Malta

 € 44,50

     

At a shipment to an address within the EU, 21% VAT will be charged on top of the purchase-price. These shipments are being sent on base of DDP (Delivery Duty Paid). This means that all relevant import duties and local taxes are included at the time of purchase. Prices shown at Zenggi.com are including 21 % VAT.

 

For shipments to countries outside the EU other taxes, import and/or export duties can be relevant. These are levied as soon as your package reaches the country of the receiver and are the responsibility of the receiver of the package.

 

Do you have any other questions regarding international shipments? Please contact our customer service at customerservice@zenggi.com or  at +31 (0)316 820 971 (within business hours). Also read the question ‘Are prices stated on the website including 21% VAT?’ at 'Pay' section.

 hier 

-+ At what time is my purchase order going to be delivered?

Your order will be delivered by UPS. When you have placed your order on Monday to Thursday before 4 p.m., your purchase order will be delivered the next day between 9 a.m. and 9.30 p.m. (in remote area’s till 5 p.m.). When you have placed your order on Friday your order will be delivered on monday. Orders placed during the weekend will be processed on Monday and delivered on Tuesday. UPS will ask for your signature at delivery. UPS will try three times to deliver your purchase order. When these deliverances are not successful, you will receive a message in your mailbox with the request to contact UPS to make an appointment for the deliverance. This is possible until 5 days after the third try for deliverance. In case there has been no contact with UPS the purchase order will be sent in return.

-+ I am staying abroad. When is my purchase order delivered?

When staying abroad your purchase order will be delivered by UPS, on business days between 9 a.m. and 5 p.m.. If you are not answering the door, the courier will try to deliver the purchase order at your neighbors and will inform you by leaving a note in your mailbox. UPS will try three times to deliver your purchase order. When these deliverances are not successful, you will receive a message in your mailbox with the request to contact UPS to make an appointment for the deliverance. This is possible until 5 days after the third try for deliverance. In case there has been no contact with UPS the purchase order will be sent in return.

 

For an indication of international duration see the sub joint table.

 

 Country

 Duration (Working days)

 Belgium/Luxemburg

 1 day

 Germany

 1-2 days

 France

 2-3 days

 Spain

 4-5 days

 Portugal

 4-6 days

 Italy

 3-5 days

 Switzerland

 3-4 days

 Cyprus

 2-3 days

 Malta

 2-3 days

 Austria

 2-3 dagen

 UK

 2-3 days

 Ireland

 3 days

 Denmark

 2 days

 Sweden

 3-6 days

 Finland

 3-6 days

 Norway

 2-6 days

 Poland

 2-3 days

 Czech Republic

 4-5 days

 Estonia

 5-6 dagen

 Latvia

 5-6 dagen

 Lithuania

 5-6 dagen

 Slovakia

 4-5 dagen

 Croatia

 3-4 dagen

 Slovenia

 3-4 dagen

 Hungary

 3-5 dagen

 Romania

 6-8 dagen

 Bulgaria

 6-8 dagen

-+ Is it possible to have my order delivered on a different address then my billing address?

Yes. You can indicate a different invoice- and deliverance address if you like.

-+ Can I track my order?

 Orders are track and traceable on www.ups.com.

Return & Exchange

Customers must cover the costs of the return shipment, as ZENGGI does not pay for the return shipments. We recommend that you use a secure, trackable means to return your order.


-+ Can I return or exchange an order?

Yes. We consider it important that a customer is 100% satisfied with a purchase. Therefore you have 14 days from delivery to return your items. To exchange items for another item, a new order has to be placed on our website.

Once we receive your package in the original state we will promptly issue a refund. You will be updated on this automatically. If you asked for a refund your money will be credited to your credit card account (if you have paid by credit card), to your bank account (if you have paid by using iDEAL, AfterPay (only in the Netherlands) or Bancontact/Mister Cash (only available in Belgium)) or to you PayPal account (if you have paid by using PayPal). If you return an article that has been paid for with store credit this credit will be revalued.

To be eligible for a refund - we do not refund the initial shipping cost -  the returned articles must be in the original condition; unused, unworn and their original packaging material needs to be undamaged. New and unused means that there are no (make-up) marks on the item or any wear on the tags. Unused also means: no perfume scent or smell of smoke on any item. Also price tags and other tags still need to be attached to the article. All shoes should be tried on a carpeted surface before wearing and returned along with the original shoebox. Swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Items that are damaged as a result of wear and tear cannot be returned. All goods will be inspected on return. 

 

Please note that in the interests of hygiene earrings, socks, tights and shape wear cannot be returned.

-+ What do I have to do if I want to return an article I ordered?

Goods bought at Zenggi.com can be returned within 14 working days upon delivery. Note that we need your request for a return number within 7 days! 

 

What to do?  

 

  • Log on to your account on Zenggi.com and click on ‘Add return’.
  • Click on the order which contains the product you want to return.
  • Select the product you want to return.
  • Click on ‘Add return’. Print out the PDF and add this to your return shipment. You can save this document on your computer.
  • No printer? Fill in the details on a new piece of paper. Your return number will be automatically displayed on our website as soon as you press the ‘Submit return’ button. You can also find the return number on the PDF, as well as in your Account on Zenggi.com (Go to ‘Returns’ and select the order that contains the product you want to return. You can find the return number underneath 'Return ID').
  • Place the article(s) in the original packaging and place it/them - together with the printed PDF or the self-completed form - in the box. Firmly seal the box with tape.
  • On the bottom half of your return form the return label is printed. Stick this label at the exterior of the box and drop it off at the post office.
  • Please send the item within 7 days after receiving your return number.

 

How to return? 
We recommend that you use a secure, trackable means to return your order to us at:


Zenggi bv

Edisonstraat 78

6902 PK Zevenaar

Nederland/The Netherlands

 

We also recommend that you insure the return shipment as you are responsible to take reasonable care of the goods and will be liable for damage to items or missing items until we receive them at our warehouse. Zenggi bv cannot be held responsible in any way for damaged or missing items.

 

Be aware that you must cover the costs of the return shipment, as Zenggi bv does not pay for the return shipments. If there has been unauthorized use of an alternative delivery address (such as a freeport) the costs will be deducted from the amount to be credited.

 

We may not be able to identify your shipment without your return number, customer number, order number, and name, which can lead to a delay in the processing of your refund or exchange. 

 

Once we receive your package in the original state we will promptly issue a refund. You will be updated on this automatically. If you asked for a refund your money  will be credited to your credit card account (if you have paid by credit card), to your bank account (if you have paid by using iDEAL, AfterPay (only in the Netherlands) or Bancontact/Mister Cash (only available in Belgium)) or to you PayPal account (if you have paid by using PayPal).

 

To be eligible for a refund - we do not refund the initial shipping cost - the returned articles must be in the original condition; unused, unworn and their original packaging material needs to be undamaged. New and unused means that there are no (make-up) marks on the item or any wear on the tags. Unused also means: no perfume scent or smell of smoke on any item. Also price tags and other tags still need to be attached to the article. All shoes should be tried on a carpeted surface before wearing and returned along with the original shoebox. Swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Items that are damaged as a result of wear and tear cannot be returned. All goods will be inspected on return.

 

Please note that in the interests of hygiene earrings, socks, tights and shape wear cannot be returned.

-+ Within how many days do I have to return an order?

All goods bought at Zenggi.com can be returned after requesting a return number on the Website. This has to be done within 7 working days upon delivery. After requesting the return number the goods have to be shipped back to us within another 7 days. 

-+ What do I need to do when I have received a faulty item?

You can easily return an item. See for more information ‘What do I have to do if I want to return an article I received?’ and ‘Can I cancel my order?’. Of course it is also possible to return the correct item.

-+ What if I don’t like an article, can I return it?

Yes, you can always return an article if it doesn’t meet your expectations. Be aware that you must cover the costs of the return shipment, as Zenggi bv does not pay for the return shipments.

See for more information on this topic the question 'Can I return or exchange an order?' or our General Terms and Conditions.

-+ Do I need to pay for return shipment?

Customer must cover the costs of the return shipment, as Zenggi bv does not pay for the return shipments. We recommend that you use a secure, trackable means to return your order.

-+ How fast will I get my refund?

Normally your money will be refunded within 5 working days after we have received and approved the returned product(s). Depending on how you have paid your order, the amount will be refunded to your bank account, PayPal account or credit card account. Please note that the refund will be credited according to your bank or credit card company’s processing times.

In case you paid your order with AfterPay, the amount paid for the returned goods will be refunded within 10working days after the goods have reached our warehouse.

Would you like more information? See the other questions regarding AfterPay (in de 'Pay' section) on our site or the consumer section of the official AfterPay website.

-+ Can I return or exchange a faulty item?

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear (this includes the pilling of wool) are not considered to be faulty.

 

Where possible, Zenggi.com will offer to repair or replace faulty items. You will receive a full refund if the item cannot be repaired or replaced.

 

For all faulty items outside of our Returns Policy, please contact us on customerservice@zenggi.com or +31 (0)316 820 971.

Place an order

-+ How do I place an order with Zenggi.com?

Step 1
Select the article you would like to purchase. Choose your size, color and quantity and click the button ‘Add to shopping bag’.

Step 2
Click the button ‘Purchase now’ (or on the button ‘Continue shopping’ if you want to order more articles).

Step 3
Fill out the store credit or discount code (if you have one) and click ‘Add’.  Than click ‘Proceed to purchase’ if you would like to check out. 

Step 4
Fill in your e-mail address and password to retrieve your order and shipping details. If this is your first visit to Zenggi.com fill in your personal data.

Step 5
If needed, change your order or shipping details. Click the button ‘Next step’.

Step 6
Check your order and click on the button ‘Proceed to purchase’ to confirm your order and proceed to the payment screen.

Step 7
Choose if you want to pay by credit card, through the iDEAL system (only availble in The Netherlands), via Bancontact/Mister Cash (only available in Belgium), PayPal or AfterPay (only in the Netherlands) and click ‘Purchase now’ and fill out your personal details.

Step 8            
After your payment has been received we will send you an e-mail to confirm your order.

-+ Can I change Size or Colors of an order?

Of course. At the day of your order before 4 p.m. you can simply call us at +31 (0)316 820 971 and tell us the desired color and/or size. If your order is already shipped (day of ordering after 4 p.m.) you can request for a return number via our website and  return to us the unwanted article. As soon as we have received the unwanted article, we will send you – after approval - the new desired article. At no charge (only in the Netherlands).

 

Please keep in mind that you can only exchange an item for the same item in another size and/or color. See for more information ‘What do I have to do if I want to return an article I received?’

 

-+ Can I cancel my order?

Yes, you can cancel your order. Keep in mind that if you place your order before 4 p.m., we will ship your order the same day. Even if your order is already on its way, you can cancel your order. You will have to return your order to us. At no charge (for NL customers). See ‘What do I have to do if I want to return an article I ordered?’ for more information on cancelling orders and returning items.

-+ An article I want is sold out, what to do?

If an article is sold out it doesn’t always mean that we cannot deliver it anymore. Sometimes it is possible for us to reorder the article. We advise you to contact our customer service department via customerservice@zenggi.com or at +31 (0)316 820 971 (between 9 a.m. and 5 p.m. CET) and maybe we can help you. 

-+ Which countries does Zenggi.com ship to?

Zenggi.com ships to all EU countries, but also outside the EU. Is your country not included in the list? Please contact our customer service via mail customerservice@zenggi.com or telephone +31 (0)316 820 971 (during office hours).

-+ How do you pack my purchase?

Zenggi.com wraps your purchases in a special ZENGGI cardboard box.

-+ Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

Payment

-+ What payment methods do you offer?

Zenggi.com offers the following payment methods:

Credit card (Visa, MasterCard and American Express). Zenggi.com stores and processes your personal and credit card information via a secured procedure. The credit card company and Zenggi.com take care of a safe completion of your payment. Additionally, we will confirm that the billing address you provide matches the address on file with your credit card company.

 

iDEAL. We can only offer this payment method to our customers in the Netherlands, as it is a payment method that only exists in the Netherlands. For further information about payments via iDEAL: www.ideal.nl.

 

PayPal. PayPal is a fast, safe way to pay and get paid online. The service allows members to send money without sharing financial information, with the flexibility to pay using their account balances, bank accounts or credit cards. For further information about payments via PayPal: www.paypal.com.

 

Bancontact/Mister Cash. We can only offer this payment method to our customers in Belgium, as it is a payment method that only exists in Belgium. Bancontact/Mister Cash allows residents of Belgium that have a bank account in Belgium to make online purchases in a familiar, secure and simple way. The system links you directly to your online banking application when you buy online. If you already have online banking, you can start using Bancontact/Mister Cash right away, without any further formalities.

 

AfterPay. AfterPay runs a full post-payment process for Zenggi.com by sending you an invoice by e-mail approximately 8 days after you placed your order. This invoice can be paid via webbanking or a giro payment slip. When using AfterPay for the first time you can place an order up to €500. AfterPay allows returning customers to place orders up to €1000.

 

In approval of your request to pay via AfterPay, AfterPay will perform an online data check. AfterPay has a strict privacy policy as stated in its privacy statement. In the unlikely event of a digital invoice payment request not being authorized one can always purchase the product(s) by using another payment method. More information about the payment terms can be found here.

 

AfterPay can only accept post-payment requests for customers living in the Netherlands who place an order with a shipping address within the Netherlands. Would you like more information? See the frequently asked questions under 'Pay' (at the left side of this page) or the consumer section of the official AfterPay website.

-+ Is my payment save?

Yes. We can guarantee a safe and secure payment, because all payments made to Zenggi.com are handled by the highly reputable MultiSafepay. MultiSafepay is one of the largest European service providers for online payments. All details are submitted through a secure connection (SSL - Secure Sockets Layer) to keep them strictly confidential. Zenggi.com cannot retrieve any part of your payment information. Your payment is guaranteed safe. For more information, please visit www.multisafepay.com.

-+ Are the prices shown on the website including VAT at 21% and customs?

The VAT at 21% is included in the product prices of the products shown on the website. The  VAT will be calculated and shown as part of the final invoice before you authorize payment. If a destination outside the European Union is selected, product prices displayed are exclusive of all taxes and duties. Any and all customs duties and/or local taxes shall be for the account of the customer. They are not included in the price.

-+ How do I use my store credit or discount code?

A store credit/discount code is a code you can fill in in the field 'Giftcard’ in your shopping bag. Click subsequently on the ‘Add’ button. Automatically the value of the store credit will be deducted from the amount of your order.

-+ I did not pay the AfterPay invoice yet and would like to return some of the articles I ordered.

In case you want to return a part of your order to Zenggi.com, you must pay the total amount of the articles you would like to keep  via a manual transfer (webbanking or giro payment slip) to AfterPay (for account details see the digital invoice) stating the AfterPay reference of your order. AfterPay will not send you a new digital invoice after returning any goods.

Would you like more information? See the other questions regarding AfterPay on our site or the consumer section of the official AfterPay website.

-+ I did not pay the AfterPay digital invoice form yet and would like to return my order. What to do?

You can send the parcel back to our warehouse (according to our Returns policy). You do not have to pay the rest of the digital invoice.

Would you like more information? See the other questions regarding AfterPay on our site or the consumer section of the official AfterPay website.

Account

-+ Why do I need to create an account to be able to order any articles?

There are a couple of reasons why we are asking you to create an account. The most important are:

  • We need your details in order to send you your ordered articles.
  • Through your account details we can offer you personalized services, like access to your own personal orders.
  • When you have your own personal account at Zenggi.com you don’t need to fill out your personal details. After signing in these will automatically be filled out.

-+ What will you use my personal details for?

There are a couple of reasons why we are asking you to create an account. The most important are:

  • We need your details in order to send you your ordered articles.
  • Through your account details we can offer you personalized services, like access to your own personal orders.
  • When you have your own personal account at Zenggi.com you don’t need to fill out your personal details. After signing in these will automatically be filled out.

-+ How can I change my account details?

Step 1

Sign in to your account or click on ‘My account’ if you are already signed in.

Step 2
Go to ‘My information’ at the left. If you’re already signed in this will be the information shown to you immediately.

Step 3
Edit your account details and click ‘Save’

-+ What do I need to do when I can’t remember my password?

Click on 'My Account' and on ‘Forgot password?’ Enter your e-mail address in the field and click on the ‘Submit’ button. After a few seconds you will receive a new password in the inbox of your e-mail program.

-+ How can I change my password?

Step 1

Sign in to your account or click on ‘My account’ if you are already signed in.

Step 2
First fill out your current password. Then fill out the new password and repeat this in the field below to make sure you have typed the right password.

Step 3
Click on ‘Send’.

-+ How can I view my orders?

Step 1

Sign in to you account or click on ‘My account’ if you are already signed in.

Step 2
Click on the button ‘Orders’.

Internet shopping

-+ When buying clothes through the internet, I cannot feel the fabric or try the clothes on.

Yes you can. Not on our website, but in the comfort and privacy of your own home. We will send you the clothes to try on. At home you have all the room you need, more than in any fitting room in any shop and you have all your accessories at hand. If a garment doesn’t meet your expectations you can easily send it back to us.

-+ The item delivered doesn’t have the same color as on my computer screen. How is this possible?

We have made every effort to display as accurately as possible the colors of the products that appear on Zenggi.com. However, as computer monitors vary, we cannot guarantee that your monitor's color display will be completely accurate.

-+ My browser is having trouble viewing images. They keep loading.

Zenggi.com can best be used in the following browsers: Internet Explorer (7.0 and 8.0), Firefox, Google Chrome and Safari. If you use another browser this problem may occur. Click here to download Adobe Flash Player for free.

Safety & Privacy

-+ SAFETY & PRIVACY

Zenggi respects your privacy. Protecting your details is important to us. We guarantee the information you provide through our website will only be used to process your order and inform you of Zenggi and its products.

Your payments are made through a secure connection (SSL - secure sockets layer).

This website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). Google Analytics uses “cookies”, which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States . Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

Frequently asked questions

-+ How can I file a complaint?

Do you have a suggestion or complaint? We will be pleased to hear it. Only this way we can optimize our service. Contact our customer service department via customerservice@zenggi.com or at +31 (0)316 820 970 (between 9 a.m. and 5 p.m., CET).

-+ Does Zenggi.com provide styling advice?

Yes. Zenggi.com offers personal styling advice to everyone with a styling blackout. Our professional stylists can help you find the perfect outfit for every occasion. That doesn’t necessarily have to be a wedding; we are also here for you on a drizzly Tuesday afternoon. The best part: the styling advice is for FREE!

 

Contact our customer service (on business days between 9 a.m. and 5 p.m.) at telephone number +31 (0)316 820 971 for styling advice by phone.

-+ How should I treat indigo dyed fabrics?

The fabric of indigo dyed garments need special care. The color of the garment can fade and bleed from wearing and washing the garment. This cannot be considered a defect. Be careful with combining this garment with light colored garments and sitting on light colored furniture. Please follow washing instructions carefully.

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