FAQ – Customer Service
Delay in the delivery of some products
Why is my order delayed?
Our store imports products from international suppliers (Switzerland, the United States, and Asia). Due to international logistics, some factors may cause delays, such as:
Customs processes: Clearance at customs can take longer than expected.
International transport: Delays may occur during air or sea transportation.
High-demand periods: Holidays and promotions may increase order volume, resulting in longer delivery times.
Weather conditions: Extreme weather events may affect transport and delivery.
Unforeseen situations: Strikes, holidays, or other events beyond our control may impact delivery times.
We work hard to ensure all orders are delivered as quickly as possible. We appreciate your understanding and patience.
How long does it take for the payment to be processed?
Credit card: Usually processed immediately, but may take up to 2 business days.
Bank transfer: Processing may take up to 3 business days.
All delivery timeframes are calculated from the payment confirmation.
How long until I receive my tracking code?
The tracking code is sent to the email provided at checkout within up to 7 business days after payment confirmation.
I can’t see any information using my tracking code.
Tracking information may take up to 5 business days to update. Please allow this time for information to appear.
How long until I receive my order?
All products are shipped directly from our international suppliers (Switzerland, the United States, and Asia), and delivery takes between 10 to 25 business days after dispatch, depending on your location.
Dispatch occurs within up to 7 business days after payment confirmation.
We guarantee a tracking code so you can follow the progress of your order.
Attention: In certain cases, the delivery timeframe may be extended due to delays, strikes, holidays, high-demand periods with UK carriers, or other situations beyond the store’s control.
Insured Shipping
If the product is delayed and not delivered within 60 business days after dispatch, we will refund 100% of the amount paid.
Attention: You may receive more than one package, as your products may arrive from different suppliers.
Order Tracking
Products are shipped via Royal Mail or another UK courier, always with a tracking code. The code is sent to your email as soon as it becomes available.
How do I track my order?
After receiving your tracking code, you can use it on online tracking tools such as 17Track or the courier’s official website.
Information may take between 5 and 10 business days to appear in the tracking system.
I received my tracking code, but I’m having trouble tracking my order.
It may take between 5 and 10 business days after dispatch for the information to appear in the tracking system.
Order Changes
I placed an order with the wrong or incomplete address.
Please contact us as soon as possible.
Address Accuracy
Orders are shipped to the address provided by the customer. Please ensure all details are correct when placing your order.
Recipient Not Available
Make sure someone is available to receive your parcel.
Couriers make up to three delivery attempts.
If no one is available, the parcel may be taken to the nearest collection point, where it must be collected within up to 7 calendar days.
If not collected, the parcel will be returned to the sender and a new shipping fee will be required.
Incorrect or Incomplete Address
The store is not responsible for incorrectly entered addresses.
If the address is incorrect, the parcel will return to the sender, and a new shipping fee will be required.
I would like to change the model/colour of a product in my order.
It is not possible to change an order after payment.
However, you may request an exchange or cancellation within 7 days of receiving the product, according to our return policies.
Cancellations
I want to cancel an order I haven't received yet.
It is not possible to cancel an order after payment confirmation.
However, you may request an exchange or cancellation within 7 days of receiving the product, according to our return policies.
I want to cancel/exchange/receive a refund for an order I have already received.
Our dissatisfaction-based exchange policy lasts 7 days from the date of receipt, and 30 days for defective products.
Please follow the guidelines described in our return policies.
Exchanges and Refunds
My product arrived damaged and I would like to exchange it.
Our defect-based exchange policy lasts 7 days from the date of receipt.
Please follow the guidelines in our return policies.
I am not satisfied with my product and would like a refund.
Our dissatisfaction-based return policy lasts 7 days from the date of receipt.
Please follow the guidelines in our return policies.
Any questions left?
Contact us:
Email: help@storezeyra.com
New Questions and Answers
How can I track my order directly on the store’s website?
You can track your order directly on our website using your order number and/or the email used during purchase.
Access the link sent to your email and/or WhatsApp.
What is the return policy?
Our return policy allows you to return products due to dissatisfaction within 7 days of receipt, and defective products within 30 days.
Please follow the guidelines described in our return policies.
What should I do if my order was lost?
Contact us so we can investigate the case and, if necessary, issue a refund or resend the product.
Do you offer phone support?
Currently, our support is provided via email to ensure all requests are documented and answered efficiently.
