FAQ
FREQUENTLY ASKED QUESTIONS
MY ORDER
I have placed an order but I can't find an confirmation?
The email address you entered in your order will be sent to your confirmation. Always double-check to make sure it's correct. If you do not receive a confirmation after further checking, please email zimoactive@outlook.com and we will double-check your order.
The email address you entered in your order will be sent to your confirmation. Always double-check to make sure it's correct. If you do not receive a confirmation after further checking, please email zimoactive@outlook.com and we will double-check your order.
How do I cancel an order?
You can contact our customer service to modify or to cancel your order. You also can cancel the order in My Account.
You can contact our customer service to modify or to cancel your order. You also can cancel the order in My Account.
How long does it take for my order to ship?
The processing time is separate from the shipping time. Usually, it takes 2-5 business days to prepare the order.
The processing time is separate from the shipping time. Usually, it takes 2-5 business days to prepare the order.
Why didn’t I get an email about my order being shipped?
Normally, it takes 2-5 business days to prepare orders for shipping. If you have not received an email about shipping 7 days after you’ve placed the order, please contact Customer Service via live chat or message.
Normally, it takes 2-5 business days to prepare orders for shipping. If you have not received an email about shipping 7 days after you’ve placed the order, please contact Customer Service via live chat or message.
How to track my order?
We’ll inform you via an email once your order is shipped out. If you want to have further shipping details, please do not hesitate to contact our customer service.
We’ll inform you via an email once your order is shipped out. If you want to have further shipping details, please do not hesitate to contact our customer service.
How long will the order take to arrive?
We put a lot of energy on making sure the items get delivered to our customers as soon as possible. You will receive your order in 6-17 business days from the date it is placed. For more on shipping details, please refer here for further information.
We put a lot of energy on making sure the items get delivered to our customers as soon as possible. You will receive your order in 6-17 business days from the date it is placed. For more on shipping details, please refer here for further information.
What if I received a defected item?
If you received a defected item, you may also contact us by sending a message within 30 days of delivery. Please send us a description of the defection with a few photos. We will then get the issue resolved as soon as possible. If you return the item without confirming with our customer service first, our staff may not be able to accept the item you returned. The refund request will also not be processed.
If you received a defected item, you may also contact us by sending a message within 30 days of delivery. Please send us a description of the defection with a few photos. We will then get the issue resolved as soon as possible. If you return the item without confirming with our customer service first, our staff may not be able to accept the item you returned. The refund request will also not be processed.
MY ACCUNT
I need to reset my password for my account.
Let us help you! Simply click on the “forgot your password?” marker and enter your email address in the next step. You will then get a link to reset your password. Kindly check your junk mail if you can´t find the email.
Let us help you! Simply click on the “forgot your password?” marker and enter your email address in the next step. You will then get a link to reset your password. Kindly check your junk mail if you can´t find the email.
DELIVERY
Has my package been shipped?
When your package is sent, you should be able to see the tracking link that was sent to your mail and you can use it to track/trace the shipment.
Will i have to pay duties and taxes on my order?
Depending on the destination country, you may be required to pay duties and taxes on your order. This is determined and applied by your local customs. Any additional duties, foreign taxes or other fees must be paid by the customer. Please get in touch with your local customs office for further information regarding duties and taxes.
PAYMENT
What payment methods do you accept?
We accept PayPal and all credit cards.
Can I use more than one discount code?
We apologize for the inconvenience, however, you may only use one discount/promo code per order.
RETURNS
How do I return an item?
If you need to return the item, you can return the product within 30 days of delivery, provided the garment is unused and sellable. You will be responsible for the shipping costs of the return.
We will confirm your return by email and we will refund you the same way you paid for your order.
Can I return an item for a full refund?
We will provide a full refund for the items you return. However, please note that you are responsible for return shipping costs.
What is the status of my return or exchange?
Refunds will be processed within 7 business days of receiving the package. Returned packages are still your responsibility until they reach us, so remember to ask for proof of postage in case you lose them. Once your return/exchange has been processed, you will receive an email with a confirmation.
Will i have to pay duties and taxes on my order?
Depending on the destination country, you may be required to pay duties and taxes on your order. This is determined and applied by your local customs. Any additional duties, foreign taxes or other fees must be paid by the customer. Please get in touch with your local customs office for further information regarding duties and taxes.
PAYMENT
What payment methods do you accept?
We accept PayPal and all credit cards.
Can I use more than one discount code?
We apologize for the inconvenience, however, you may only use one discount/promo code per order.
RETURNS
How do I return an item?
If you need to return the item, you can return the product within 30 days of delivery, provided the garment is unused and sellable. You will be responsible for the shipping costs of the return.
We will confirm your return by email and we will refund you the same way you paid for your order.
Can I return an item for a full refund?
We will provide a full refund for the items you return. However, please note that you are responsible for return shipping costs.
What is the status of my return or exchange?
Refunds will be processed within 7 business days of receiving the package. Returned packages are still your responsibility until they reach us, so remember to ask for proof of postage in case you lose them. Once your return/exchange has been processed, you will receive an email with a confirmation.
SIZING
I´m not sure what size to order?
If you're not sure what size to order, use our size guide for the best help! Of course, you can also use the dimensional measurements on each product page as a reference during the shopping process.
(Keep in mind that our sizing guide is just advice and guidance).
CONTACT
How do I get in touch with you?
You can send us an email at zimoactive@outlook.com and we will do our best to help you solve the problem. If you don't get a response within 48 hours, try contacting us on our Facebook page and Instagram, sometimes emails get lost on the way.