Frequently Asked Questions
Can't find what you're looking for? Contact us at support@zerowrink.com and we'll be happy to help.
Orders
How do I place an order?
Simply browse our store, select your size and colour, and click "Add to Cart". When you're ready, proceed to checkout and follow the steps to complete your purchase. You'll receive an order confirmation email shortly after.
Can I modify or cancel my order after placing it?
We process orders quickly, so changes may not always be possible. Please contact us at support@zerowrink.com as soon as possible if you need to modify or cancel your order. Once an order has been dispatched, we are unable to make changes.
How will I know my order has been confirmed?
You will receive an order confirmation email to the address provided at checkout. If you don't see it within a few minutes, please check your spam or junk folder. A second email with your tracking number will be sent once your order has been shipped.
Why haven't I received my order confirmation email?
Please check your spam or junk folder first. If you still can't find it, contact us with your name and the email address used at checkout and we'll look into it for you.
Can I track my order?
Yes! Once your order has been dispatched, you'll receive a shipping confirmation email with a tracking number and a link to track your parcel. Please allow up to 48 hours for tracking information to update after dispatch.
Shipping
How long does delivery take?
All orders go through an internal processing period of 2–5 business days before dispatch. After dispatch, estimated transit times are:
- Standard Shipping: 15–25 business days
Total delivery time = processing time + transit time. For full details, please visit our Shipping Policy.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping options and rates for your region will be displayed at checkout. Some restricted regions may not be eligible — please see our Shipping Policy for details.
How much does shipping cost?
Shipping costs vary by destination and shipping method. The exact cost will be calculated and displayed at checkout before you complete your purchase. We offer free economy shipping on orders over a certain amount — check checkout for current thresholds.
My order hasn't arrived. What should I do?
First, check your tracking link for the latest update. If your tracking shows no movement for more than 10 business days (domestic) or 20 business days (international) beyond the estimated delivery date, please contact us and we'll investigate with the carrier on your behalf.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery, provided items are unworn, unwashed, and in their original condition with all tags attached. Please visit our Return and Refund Policy for full details.
How do I return an item?
Contact us at support@zerowrink.com with your order number and reason for return. We'll provide you with return instructions and the return address. Please do not send items back without prior authorisation.
When will I receive my refund?
Once we receive and inspect your returned item, we'll process your refund within 5–10 business days. Refunds are issued to your original payment method. Your bank may take additional time to post the refund to your account.
Can I exchange an item for a different size or colour?
Yes! We offer exchanges for a different size or colour of the same item, subject to availability. Contact us within 30 days of delivery to request an exchange. See our Return and Refund Policy for full details.
I received a damaged or incorrect item. What should I do?
We're sorry to hear that! Please contact us within 7 days of delivery with your order number and clear photos of the issue. We'll arrange a replacement or full refund as quickly as possible.
Products & Sizing
How do I find the right size?
Each product page includes a detailed size guide with measurements. We recommend measuring yourself and comparing to the size chart before ordering. If you're between sizes, we generally recommend sizing up for a more relaxed fit.
Are the colours accurate in the photos?
We do our best to represent colours as accurately as possible. However, colours may appear slightly different depending on your screen settings and lighting conditions. If you have questions about a specific colour, feel free to contact us.
How do I care for my garment?
Care instructions are printed on the label inside each garment. As a general guide, we recommend washing delicate fabrics on a gentle cycle in cold water and laying flat to dry. Avoid tumble drying unless the label states otherwise.
Is the product I want available in other colours or sizes?
Available colours and sizes are shown on each product page. If a size or colour is not listed, it is currently out of stock. You can contact us to ask about restocks or sign up for restock notifications if available.
Are your products true to size?
Our products are generally true to size. We recommend checking the size guide on each product page, as fit can vary slightly between styles. Model measurements and the size worn are noted in product descriptions to help guide your choice.
Payment
What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other payment methods displayed at checkout. All transactions are processed securely.
Is it safe to enter my payment details on your website?
Yes. Our website uses SSL/TLS encryption and all payment processing is handled by PCI-DSS compliant providers. We do not store your full card details on our servers.
Will I be charged customs or import duties?
International orders may be subject to customs duties or import taxes levied by your country. These charges are the responsibility of the customer and are not included in our prices or shipping fees. We recommend checking with your local customs authority if you are unsure.
Account & Privacy
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders, save your details for faster checkout, and view your order history.
How do you use my personal data?
We take your privacy seriously. Please read our Privacy Policy for full details on how we collect, use, and protect your personal information.
How do I unsubscribe from marketing emails?
You can unsubscribe at any time by clicking the "unsubscribe" link at the bottom of any marketing email, or by contacting us at support@zerowrink.com.
Still Have Questions?
We're here to help! Reach out to our customer service team at support@zerowrink.com and we'll get back to you within 3 business days.