Customer Service
Shipping & Tracking
All questions about shipments and track & trace.
How long will it take to receive my order?
How long will it take to receive my order?
We are currently dealing with a very high order volume and delivery time may be longer than normal. We would like to over deliver, so to keep it safe we observe the following:
All orders are shipped within 24-48 business hours. Shipping takes approximately 6-12 business days, depending on your location. We ship to approximately 75 countries.
For all “clothing sets,” delivery time may be slightly longer, around 14 days. This is due to different suppliers.
How to track my order
We strive to process and ship orders within 24-48 hours of placement. Once your order has shipped, you will receive an email with tracking information. Once you receive the email with shipping information, you will find detailed tracking information to track the progress of your order. Use the tracking information to track your package through our delivery partner's website.
What is the delivery time?
We don't like to keep you waiting, which is why your order will be processed directly from our Warehouse within 48 hours of placement.
Orders received on weekdays before 23:00 CEST will be shipped the same day. Orders placed after this time will be shipped the next day. Weekend orders are scheduled for shipment on Monday.
The estimated shipping time, as listed on our shipping page, starts the day your order ships. It is 6-12 business days, depending on how busy it is and our carriers.
Because we move quickly, it is not possible to change or cancel your order after it has been placed. Should you still need help receiving your order, we are here to help. For questions, please contact our customer service: info@getzefrain.com
Can I cancel or change my order?
We understand that circumstances can change, but our commitment to fast processing means that we are already working diligently to get your order ready for shipment as soon as we receive it. Therefore, we kindly ask our customers to check their order before completing payment.
If you have any questions or comments about your order, please do not hesitate to contact our customer service team. We are here to help you in any way we can within the limitations of our quick processing system. Should you wish to cancel or change your order, please contact our customer service team at info@getzefrain.com.
If the items are not to your liking, you can always return them within 14 days.
My tracking indicates that my order has been delivered, but I haven't received it yet?
If your tracking information indicates that your order has been delivered but you have not yet received it, here are a few steps you can take:
Check your delivery location: Check the delivery address again to make sure it was entered correctly when you placed your order. Sometimes packages are delivered to a neighbor's house, reception area or another location on your property.
Look for delivery slips: Check to see if the carrier left delivery slips. Sometimes the carrier leaves packages at a secure location or with a receptionist if you are not available to take delivery.
Contact the carrier: Contact the carrier listed in your tracking information. Give them your tracking number and explain the situation. They may be able to give you more information about the delivery or investigate.
Contact Customer Service: If you can't find your package after following the steps above, contact our customer service team. Give them your order details and tracking information. We will work with you to resolve the issue and make sure you receive your order as soon as possible.
Submit a claim: If a package is marked as delivered but not received, in some cases you may need to file a claim with the carrier. Our customer service team can help you with this process and provide the necessary documentation.
Rest assured, we are here to resolve any delivery issues and ensure you receive your order. Please do not hesitate to contact us for assistance.
I entered an incorrect shipping address, what can I do?
If you discover the error shortly after placing your order, please contact our customer service immediately. The sooner you contact us, the more likely the address will be corrected before the order is shipped.
If your order has already been processed or shipped and you cannot change the address through our customer service, please contact the carrier directly. Depending on the carrier's policy, you may be able to request that the package be forwarded to the correct address. This often involves additional costs and must be approved by the carrier.
To avoid similar problems in the future, check the shipping address before completing the order. Make sure all information, including apartment numbers, street names and postal/postal codes, is correct.
I did not receive an order confirmation, what should I do?
Immediately after placing your order, you will receive an order confirmation e-mail. This e-mail contains the order number (at least 6 digits), the order summary and the shipping address.
Sometimes order confirmation e-mails may accidentally end up in your spam or junk folder. Check these folders in your e-mail account to see if the confirmation e-mail is there.
If you've checked your spam folder, waited a while and checked your email address, but still haven't received an order confirmation, please contact our customer service team. Give them your order details, including your full name and order number if you still have them, and they will help you check the status of your order and resend the confirmation email if necessary.
From where do you ship orders?
Multiple locations for efficient delivery
At Zefrain The Label, we understand that it is important for you to receive your order as quickly as possible. To facilitate this, we ship orders from multiple warehouse locations:
Netherlands
United Kingdom
Germany
Asia
China
Why multiple locations?
By using a multi-warehouse strategy, we can guarantee fast delivery. Even if one warehouse is out of stock, we can fulfill orders from another location. This approach helps us maintain our delivery speed worldwide.
No additional customs fees
To make your shopping experience as easy as possible, we pre-arrange all customs fees and clearance. This means you don't have to pay any additional fees when you receive your order.
Typical delivery time
Generally, we deliver worldwide within 7 days. However, please note that in some rare cases the delivery time may be up to 12 days due to factors beyond our control, such as customs delays or periods of high demand.
Why wait?
We make every effort to ensure that you receive high-quality products, and we assure you that the wait will be worth it. Our multi-warehouse system allows us to deliver your orders as quickly as possible while maintaining our high quality standards.
Questions?
If you have any questions or comments about your order, please feel free to contact us at info@getzefrain.com. We are ready to help you!
Returns & Exchanges
Learn more about our exchange and return policy and product warranty.
What are the return rules?
Return period
We have a return period of 14 days within which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return must be sent back to us within these 14 days.
Conditions return
All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.
For items purchased on sale, Zafrain The Label does not offer refunds. These items can only be exchanged for another item from the collection or can be redeemed for shopping credit.
Shipping costs will not be refunded.
How do returns work?
Exchanging or returning an order is very easy. Within 14 days of receiving your order, send an email to info@getzefrain.com stating that you wish to exchange one or more products. We will then immediately send you the return instructions.
What are the return charges?
Return charges may vary depending on your location and reason for return. We recommend you use a tracked shipping method from a reliable carrier to ensure your return reaches us safely. Please note that return shipping charges are non-refundable. Please refer to our return policy or contact our customer service team for more information on returns and their costs.
How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return at our warehouse, we process it within 10 business days. On your track and trace received with your return, you can see when the package arrived at our warehouse. From that moment on, the 10 working days start. After the refund has taken place, you will be notified. Please note that it can take up to 3 days before the refund is visible on your bank account.
Can I exchange?
Yes, you can exchange! We ship the first exchange for free from our warehouse. For all subsequent exchanges, you will pay shipping costs.
Just follow these steps:
1. Within 14 days of receiving your order, email info@getzefrain.com to start the exchange process.
2. Provide details about the item(s) you want to exchange and the reason for the exchange.
3. Our team will give you instructions on how to proceed with the exchange.
4. Follow the instructions to complete the exchange process.
5. Once we receive your returned item(s), we will process the exchange and send your replacement item(s) as soon as possible.
International: Please note that we are not responsible for paying customs fees (import duties or taxes) for exchange shipments. You are responsible for all fees and charges for returning your order. We encourage you to return your order via a tracked shipping method or request proof of shipment, as we cannot exchange lost returns.
If you have any questions or need further assistance, please contact our customer service team. We are here to help you!
Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a five-digit code. If you did not receive this email correctly, our customer service team will be happy to assist you.
If you have already started the return process and the product is sold out, we will contact you immediately. Our team will work with you to find an appropriate solution, whether it's choosing another product, receiving store credit or exploring other options.
What should I do if a product is delivered defective or damaged?
If you receive a defective or damaged product, we are here to help!
Please follow these steps to resolve the problem:
1. Take a picture of the damaged or defective product.
2. Send an e-mail to info@getzefrain.com with the photo of the complaint attached. In your e-mail, include your order number and a brief description of the problem.
3. Our customer service team will review your message immediately and work with you to find a solution as soon as possible.
We are committed to making sure you are satisfied and to resolving any issues with your order. Please do not hesitate to contact us if you experience any problems.
Contact
Didn't find your question or need personal help?
How can I contact customer service?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all your questions.
Contact: info@getzefrain.com or click here
What is the customer service response time?
We always strive to answer any question within 24 hours.
FREQUENTLY ASKED QUESTIONS
Need help with your order or have a question about one of our products? Please contact our support team at info@getzefrain.com
Information on ordering & delivery
Delivery Time and Conditions
We are currently dealing with a very high order volume and delivery time may be longer than normal. We would like to over deliver, so to keep it safe we observe the following:
All orders are shipped within 24-48 hours. Shipping takes approximately 6-12 business days, depending on your location. We ship to approximately 26 countries. In the United Kingdom your order will be delivered by several couriers, and for more details about these partners you can click here.
Delivery conditions
We process and register orders accurately and aim to deliver your order to your chosen home address or pickup point, according to your chosen delivery method.
For our terms and conditions click here.
General information about couriers
Zefrain The Label works with several couriers in the United Kingdom, including:
Fedex
DHL Royal Mail
Evri
DPD
For more information on lower environmental impact deliveries and returns through these couriers, click here.
Information on returns & refunds
Our return policy gives you 14 days from receipt of your item to request a return.
To qualify for a return, your item must be unworn or unused, labeled and in its original packaging. Also keep the receipt or purchase receipt.
To initiate a return, please contact us at info@getzefrain.com. We have different return addresses by region and will determine the correct address based on your location. We will provide return instructions and details by email.
If your return request is approved, you will receive instructions on how and where to return your package. Unauthorized returned items will not be accepted.
Return costs are at your own expense, depending on the courier and the country from which you are returning your package.
For questions about returns, please contact us at info@getzefrain.com.
Which payment method do we accept?
We offer several payment methods to make your shopping experience easy and secure. Below is an overview of the payment options we currently accept:
Credit and Debit Cards: We accept major credit cards such as Visa, Mastercard and American Express, as well as debit cards.
PayPal: Use your PayPal account for added convenience and security with your purchases.
Ideal: Pay easily and securely with iDEAL on our webshop, the most popular payment method in the Netherlands.
Local payment methods: In some countries we offer local payment methods such as iDEAL, BanContact and Sofort.
Klarna: Ability to “Buy now, pay later” depending on your location.
Mobile payment services: We accept mobile payment services such as Apple Pay, Shop Pay and Google Pay depending on your location.
Gift cards or store credit: You can use your gift card or store credit to pay for your purchases.
Note: The availability of payment methods may vary depending on your location and the specific products you purchase. For questions about payment methods or assistance with your payment, please feel free to contact our customer service team.