First things first, a little about us.
Our aim is for you to enjoy your purchases now and be able to pay for them later. We know that issues crop up in even the best relationships, so we want to give you all the support we can to try to keep them at bay.
At Zinia, we appreciate your opinion, and our priority is to ensure that your experience meets your expectations. So, if you have any complaints or issues regarding us or the retailers we work with, we want to hear from you.
Whatever your issue, contact our Customer Services team and they’ll be happy to help.
We want to give you solutions … and quickly.
We really want to meet your expectations. Despite it being quick and easy to shop with Zinia, resolving issues is a different ball game. That’s why we want to let you know that it can take up to 45 calendar days to gather all the information we need and to provide you with the best solution possible.
But, we’ll let you in on a secret that helps us get the ball rolling even quicker ... evidence!
Evidence is key in helping us to resolve any dispute opened. So, depending on the circumstances, here’s what we need:
| Reason | Type of evidence | Expected information |
|---|---|---|
| I haven’t received my order yet: sometimes, you can see the order has been sent, but you haven’t received it yet. If after three days you still haven’t received it but can see it has been marked as delivered, we will need the information given to you by the delivery company. | Proof of delivery by the delivery company. |
We need you to send us all the information that the delivery company gave you regarding the delivery:
|
| There’s a purchase in my account that I didn’t make. | Report filed with the police for fraud or identity theft. | Please send us proof of the police report showing that you have been a victim of fraud or identity theft. |
| Purchase is not legally valid – purchase made by a person without legal capacity. | Legal document certifying that the person who made the purchase doesn’t have the legal capacity required. | Please send us an official legal document or certificate so we can confirm that the person who made the purchase doesn’t have the legal capacity required. |
| I disagree with the collection costs charged. | Any document that proves the collection costs have been incorrectly charged. | Please send us any document supporting your objection to the application of collection costs (e.g., evidence that the order was actually paid by bank transfer). |
| Payment issues – I made the payment, but the purchase still appears as unpaid. | Proof of payment (debit on account for the transfer or other payment method, etc.) | Please send us any document that shows you paid for the order, e.g., evidence of a bank transfer or charge on your card, etc. |
| The product received isn’t what I ordered, and I am having trouble returning it. | Any document proving you returned the item (e.g., if returned via a delivery company, attach the delivery document) or regarding the inability to return it (any communication with the retailer relating to this situation). | If you returned the order by post, please send us the receipt or document that the delivery company gave you. If you’re having any other problem regarding the return, send us any evidence relating to the situation (e.g., communication with the retailer, etc.). |
| Payment made directly to the retailer. | Receipt or proof of payment. | Please send us the receipt or any official proof of payment from the retailer relating to the situation. |
This evidence list is for guidance purposes only and is not exclusive. If you have any other information that you think can help us improve the resolution time and your customer experience, please send it to us as soon as possible.