FAQ

After placing your order, the purchase amount has immediately been debited from your account. The payment reference would contain your order number. If this isn't the case, check which situation applies to you:

Order not paid, purchase amount has not been debited. In this case, payment processing has failed. You can place a new order even when you’ve already received an order number.

Order paid, but haven’t received order confirmation. Your order confirmation will be sent within an hour of placing your order. We advise that you to check if this email is in your spam folder. We will be happy to assist you if you have not received an order confirmation email.

The gift card balance has been debited but the payment of the remainder has failed. When you have redeemed your gift card but the remainder has not been paid, the gift card credit will be refunded within 24 hours.

Order confirmation received, but no track & trace. You will receive all information about your delivery as soon as your order is on its way.

You can complete your order securely using the following payment methods:

• PayPal: with the ease of your PayPal account
• Credit card: with your Visa, Mastercard or American Express
• Apple Pay: this option will appear when your order is being placed on an Apple device.
• Zetere Home gift card: enter a gift card code at the ‘Payment’ step. You will be able to see if there is anything left to pay.

Something special to celebrate?

You can order an online gift card (sent by e-mail) via our website.

Great, you have placed an order!

You will receive the following updates by email:

• You will receive an order confirmation within one hour and we will immediately get to work for you.
• You will receive a tracking number as soon as your order has been packed and is on its way, allowing you to keep an eye on its status with our carriers.
• We will notify you when your order is out for delivery so that you know when to expect your newest addition. 
• After we have delivered your order, you will also receive confirmation of this.

We like to make your online ordering as seamless as possible.

There is a delivery charge for all orders.

Once you’ve placed your order, we will let you know when your order is on its way; you will receive an email with your tracking number. It’s worth using this code to track your order via our carrier, so that you will know exactly when you can expect your order.

Why does it sometimes take a little longer?

Your order may experience a delay at our carrier. Keep an eye on your tracking number.

If an ordered product is not in stock, we generally refund the order payment.

We sometimes need to adjust our delivery times if we are particularly busy. For instance, this may occur during the holiday season. You can find current delivery times on our website.

We do not deliver on public holidays.