Frequently Asked Questions (FAQ)

Se você quiser devolver seu pedido, preencha o formulário de devolução que veio com o pacote. Certifique-se de incluir todas as informações solicitadas no formulário, como o número do pedido e o motivo da devolução. Assim que o formulário estiver completo, feche cuidadosamente o pacote e anexe a etiqueta de envio que também foi incluída com o pacote. Coloque o pacote em uma caixa de envio apropriada e certifique-se de levá-lo aos correios ou a um serviço de entrega o mais rápido possível. Se você tiver alguma dúvida sobre o processo de devolução, entre em contato com nossa equipe de atendimento ao cliente para obter assistência. Esperamos que você esteja completamente satisfeito com sua compra, mas se não estiver, estamos aqui para ajudar.

Após recebermos a devolução do pedido, o reembolso será processado em até 14 dias úteis.

Custos de envio explicados: tudo o que você precisa saber antes de finalizar a compra.

Se você quiser alterar seu pedido, envie-nos um e-mail. Veremos o que ainda é possível.

Yes. All products are covered by the legal conformity guarantee provided for by current legislation.

Yes. All ZIK branded products benefit from an additional 3-year commercial warranty, according to the terms and conditions indicated in the relevant documentation. 

The warranty covers any defects of conformity present at the time of delivery and appearing within the terms provided by law.

No. Damages resulting from improper use, neglect, accidents or normal wear and tear of the product are excluded from the warranty.

The defect must be reported to Customer Service, indicating the problem encountered, in order to allow verification and possible activation of the warranty.

Most products are delivered unassembled to facilitate transport and ensure greater safety during shipping.

All information regarding assembly and package contents is provided on the product page.

Yes. If assembly is required, instructions are included inside the product packaging.

If you need assistance, please contact our Customer Service.

Yes. On each product page, you will find information regarding measurements, characteristics, and useful details to evaluate the item before purchase.

Product availability may vary over time. We recommend checking the website periodically or contacting our Customer Service for more information.

Yes. For some items, a pre-order option is available. When available, you will find the indication "Pre-order now" directly on the product page.

By pre-ordering the product, you can ensure the availability of the item as soon as it is back in stock.

You can purchase directly on the website, as a guest or through a registered account, or by contacting our Customer Service via phone or email.

If the order has not yet been shipped, you can request cancellation directly from the order or by calling 0883950582 from Monday to Friday from 9 am to 5 pm. If the order has already been shipped, you can request withdrawal. The cost of return shipping to our warehouse for a change of mind is borne by the buyer.

Certainly, once the order is complete, you will receive a confirmation email.

Yes. If you wish to receive an invoice, please enter your billing information correctly during the purchase process. For any needs or clarifications regarding invoicing, you can contact our Customer Service.

If you need to change your order's billing information, please contact our Customer Service as soon as possible, providing your order number and the details to be updated.

The ability to make changes depends on the order's processing status and whether the tax documents have already been issued.

If you need a copy of the invoice for your order, you can contact our Customer Service department, providing your order number and purchase details.

We will provide assistance as soon as possible.

We accept:

• Credit and debit cards via PayPal
• Visa
• Mastercard
• American Express
• Prepaid cards and Postepay
• Bank transfer
• Cash on delivery
• Klarna
• HeyLight

Yes. Cash on delivery is available. For some products, cash on delivery is not available.

Yes. You can choose to pay for your purchase in installments using Klarna or HeyLight, directly at checkout.

With HeyLight, you can split your purchases up to €2,000 into convenient monthly installments, ranging from a minimum of 3 to a maximum of 12 interest-free installments.

To use the service:

1. Select HeyLight at checkout.
2. Complete the online application in a few steps.
3. Receive the result in real time.
4. Wait for your order to be shipped.

The first installment is charged 30 days after signing the payment plan to the current account or debit or credit card provided during the application.

Klarna allows you to choose the payment method that best suits your needs directly at checkout.

You can:

• Pay the full amount immediately.
• Split the payment into 3 interest-free installments.
• Apply for financing for higher amounts or with more than 3 installments, subject to approval.

If you choose the "3 interest-free installments" option, the purchase cost will be split into three equal payments.

• The first installment is charged when the order is processed.
• The following two installments are automatically charged every 30 days to the selected card.

• At the time of the order, a pre-authorization is performed on the card used for payment. The actual charge will be completed when the order is shipped.

Yes.

• For orders up to €300, there is a €10 surcharge.
• For orders over €300, the cost is 5% of the value of the goods.

Yes, it is possible to place an order by choosing bank transfer as your payment method.

Once the order is completed, you will automatically receive an email with all the bank details necessary to make the payment. The same information will also be displayed on the order confirmation page when selecting the "Bank Transfer" option.

Please note that your order will be processed and shipped after the amount has been effectively credited to our bank account.

Card transactions are processed via the PayPal platform.

Shipping times may vary based on product availability and the chosen payment method. Estimated shipping times are indicated on the product page.

Yes, we deliver within Italy and throughout Europe.

Yes. Floor delivery service is available upon request for certain products and involves an additional cost, which will be communicated before the order is finalized.

For specific delivery needs or difficulties in accessing your home, we invite you to contact our Customer Service before completing your order.

Orders are entrusted to specialized couriers to ensure the safe delivery of purchased products.

Delivery methods may vary depending on the type, dimensions, and weight of the ordered item. Any specific information regarding shipping will be communicated during the purchase process and in the order confirmation.

We ship with GLS, BRT, Fedex, Poste Italiane.

Yes. Shipping costs are included in the prices shown on the site.

If you have just received your tracking number, it may take up to 24 hours for the courier to update the shipping information in their system.

We recommend waiting a few hours and trying again. If the tracking is still not active after 24 hours, you can contact our Customer Service team for assistance.

Most shipments do not require a signature upon delivery. However, for some orders, a signature may be required based on the value of the goods or for security and verification purposes.

If a signature upon delivery is required for your order, this requirement cannot be removed.

If you wish to request delivery with a signature, please contact our Customer Service before the order is shipped.

The delivery times indicated on the website are purely indicative and may be subject to change.

After completing your order, you will receive email updates on its progress. You will be able to track your shipment via the tracking link, which will be active within 24 business hours (Monday to Friday) of receiving this notification.

If at the time of delivery the package shows obvious signs of damage, is open, or shows signs of tampering, we recommend that you refuse the delivery or accept it with reservations, clearly indicating the nature of the damage found to the courier.

This procedure is important because it allows for the verification of any damage or missing contents and ensures that responsibility can be correctly attributed to the courier.

If the package is accepted without reservation, it may not be possible to subsequently contest any damage or tampering related to transport.

If at the time of delivery you notice that one or more items are missing, please contact our Customer Service as soon as possible, providing your order number and the missing items.

We will check the situation and provide you with assistance to resolve the issue as quickly as possible.

In some cases, items from the same order may be shipped separately and arrive at different times.

Shipment is initiated after the amount has been effectively credited to the company's bank account.

The indicated delivery times are to be considered as estimates and may be subject to change for reasons beyond the control of Zik Home. Any delays do not automatically entitle the customer to compensation claims, without prejudice to rights recognized by law.

For pre-order promotions or offers with deferred delivery, the dates indicated are estimates and may be subject to change due to reasons beyond the company's control. In the event of delays, you will be promptly notified.

Yes, in the event of a refused delivery for reasons not attributable to Zik Home, the costs incurred for the return of the goods to the warehouse may be charged.

If the estimated delivery time has passed and you have not yet received your order, we invite you to check the shipment status via the tracking link provided.

If the tracking does not provide updated information or you encounter delivery issues, please contact our Customer Service team with your order number. We will be happy to look into the situation and provide you with assistance.

Yes, but it is important to contact us as soon as possible. Once confirmed, the order is processed quickly and it may not always be possible to make changes.

If you wish to change the delivery address or request a shipping-related modification, please contact our Customer Service promptly, providing your order number. We will check if it is possible to make the change before the order is handed over to the courier.

Yes. Zik Home extends the right of withdrawal to 30 days from receipt of the goods.

You can communicate your decision via:

• E-mail at the address ordini@zikhome.it
• Fax
• Registered mail
• Any other means suitable for communicating the intention to withdraw

Return shipping costs are the customer's responsibility.

You can request a return for your order within 30 days of the delivery date.

To start the process, log in to your account, go to the Orders section, and select the Request return option. Your request will be reviewed by our Customer Service team, and once approved, you will receive all the necessary instructions to proceed with the shipment.

Return shipping costs are the responsibility of the customer. You are free to choose the courier or shipping method you prefer to send the product to our warehouse.

Please note that the responsibility for the return shipment remains with the customer until it is received at our warehouse. For added security, we recommend using a trackable and, if possible, insured shipping service to ensure protection in case of loss or damage during transport.

The refund will be issued within 14 days of receipt of the returned goods or from the receipt of proof of their shipment, in accordance with applicable legislation.

The refund will be issued in full if the product is returned intact and complete. In the event of damage or missing parts, an amount corresponding to the decrease in value of the item may be withheld.

No. The right of withdrawal is reserved for private consumers. Companies, professionals, and VAT holders purchasing within the scope of their business activities are excluded.

You may request a return for your order within 30 days of the delivery date.

To start the process, log in to your account, go to the Orders section, and select the Request return option. Your request will be reviewed by our Customer Service team, and once approved, you will receive all the necessary instructions to proceed with the shipment.

Return shipping costs are the responsibility of the customer. You are free to choose the courier or shipping method you prefer.

Please note that the responsibility for the return shipment remains with the customer until it is received at our warehouse. For this reason, we recommend shipping the package using a trackable and, if possible, insured service, so that you are protected in the event of loss or damage during transit.

Return shipping costs are the responsibility of the customer. Once your return request has been approved, you may choose the courier or shipping method you prefer to send the product back to our warehouse.

We apologize for the inconvenience.

If you have received a defective or damaged item, please contact our Customer Service within 48 hours of delivery, stating the issue encountered and attaching clear photographs showing the defect or damage.

Once the necessary checks have been carried out, we will provide you with all the instructions for handling your request. In the event that the product is indeed defective or damaged at the source, the collection and any replacement will be carried out at no additional cost to the customer.

If, upon inspection, it turns out that the damage is not attributable to a product defect, any collection and reshipment costs may be charged to the customer.

You can contact us by phone at 0883 950582 or via email at the address ordini@zikhome.it.

We invite you first to contact our Customer Service. We will do our utmost to find a quick and satisfactory solution. In any case, the rights provided for by current legislation on consumer protection remain unaffected.

You can use the European ODR (Online Dispute Resolution) platform provided by the European Commission.

You can contact our Customer Service team by providing your order number and describing the issue you encountered.

We invite you to contact our Customer Service department, attaching photographs and a detailed description of the issue encountered.

ZIK brand products are covered by a 3-year warranty.

If you have a promotional code, you can enter it in the designated field during checkout before completing your order.

No, you can only use one discount code per order. If you have multiple promotional codes, you can choose the one you find most advantageous and apply it during checkout.

Yes. You can register on the website to manage your purchases and view order information.

Yes. Guest checkout is available.