FAQ

How do I place an order? Can I cancel my order? How do I return an item? How long does shipping take?

How do I place an order?

Placing an order at Ztoa Collective is simple and secure. Follow these easy steps to purchase your favourite handcrafted items:

Step-by-Step Guide:

  1. Browse Our Collection: Explore our curated selection of artisan products. Use filters to find exactly what you're looking for.
  2. Add to Cart: Click "Add to Cart" on any item you wish to purchase. You can continue shopping or proceed to checkout.
  3. Review Your Cart: Click the cart icon to review your items. You can update quantities or remove items here.
  4. Proceed to Checkout: Click "Checkout" and enter your delivery address and contact details.
  5. Choose Delivery Option: Select your preferred delivery method and see estimated delivery times.
  6. Payment: We accept all major credit/debit cards, PayPal, and other secure payment methods. Your payment information is encrypted and secure.
  7. Confirm Order: Review your order summary and click "Place Order" to complete your purchase.
  8. Order Confirmation: You'll receive an email confirmation with your order details and tracking information once dispatched.
Need Help? If you encounter any issues during checkout or have questions about a product, please contact our customer service team who will be happy to assist you.

Can I cancel my order?

Yes, you can cancel your order in most circumstances. Your cancellation rights depend on when you request the cancellation and whether your order has been dispatched.

Before Dispatch:

If your order has not yet been dispatched, you can cancel it free of charge. Simply contact our customer service team with your order number, and we'll process the cancellation and issue a full refund to your original payment method within 14 days.

After Dispatch (14-Day Cooling-Off Period):

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, for any reason. You will need to return the item to us (see our returns section below for full details).

Important Exceptions: Personalised or custom-made items cannot be cancelled or returned unless they are faulty or not as described. This will be clearly marked on the product page before purchase.

How to Cancel:

  • Contact us via email or phone with your order number
  • State that you wish to cancel your order
  • If already received, follow our returns process
  • Refunds are processed within 14 days of receiving your returned item

How do I return an item?

We want you to be completely satisfied with your purchase. If you need to return an item, we've made the process as straightforward as possible.

Your Return Rights:

  • 14-Day Return Period: You have 14 days from receiving your item to notify us of your intention to return it
  • 30-Day Faulty Goods: If your item is faulty or not as described, you have 30 days to return it for a full refund
  • Original Condition: Items should be returned in their original condition with tags attached where applicable

How to Return Your Item:

  1. Contact Us: Email us at [email protected] with your order number and reason for return
  2. Return Authorization: We'll send you a return authorization number and return instructions
  3. Package Your Item: Securely pack your item. You don't need the original packaging, but ensure it's protected during transit
  4. Choose Your Return Method:
    • Use our prepaid Royal Mail return label (provided via email)
    • Drop off at any Post Office or Royal Mail location
    • We'll email you tracking information
  5. Refund Processing: Once we receive your return, we'll inspect it and process your refund within 14 days

Return Costs:

For change-of-mind returns, return postage costs are your responsibility. For faulty items or items not as described, we'll cover all return costs and provide a prepaid return label.

Refund Details: Refunds include the cost of the item and standard delivery charges (if you paid for premium delivery, only the standard delivery cost will be refunded). Refunds are issued to your original payment method.

Items That Cannot Be Returned:

  • Personalised or custom-made items (unless faulty)
  • Items with broken hygiene seals (e.g., earrings, intimate items)
  • Perishable goods

How long does shipping take?

Delivery times vary depending on your location and the shipping method selected at checkout. Most of our artisan products are made to order, so please allow time for creation as well as shipping.

UK Delivery Times:

  • Standard Delivery (Royal Mail 2nd Class): 3-5 working days from dispatch
  • Express Delivery (Royal Mail 1st Class): 1-2 working days from dispatch
  • Next Day Delivery: Order before 2pm for next working day delivery
  • Special Delivery Guaranteed: Pre-1pm or pre-9am delivery options available

Production & Processing Time:

Many items at Ztoa Collective are handcrafted to order by our artisans. Processing times vary by vendor and product:

  • Ready-to-Ship Items: Dispatched within 1-2 working days
  • Made-to-Order Items: 5-10 working days before dispatch
  • Custom/Personalised Items: 10-14 working days before dispatch
Please Note: Production time is separate from delivery time. Your total wait time is production time + delivery time. Each product page clearly states the expected processing time.

International Delivery:

We ship worldwide! International delivery times typically range from 7-21 working days depending on destination. Customs duties and taxes may apply and are the customer's responsibility.

Order Tracking:

Once your order is dispatched, you'll receive an email with tracking information. You can track your parcel using the tracking number provided with Royal Mail or your chosen courier.

Delivery Issues:

  • If your order doesn't arrive within the expected timeframe, please contact us
  • All orders are fully insured during transit
  • If items are damaged in transit, we'll arrange a replacement or refund
  • If you miss a delivery, follow the card left by the courier to arrange redelivery