Frequently Asked Questions

After checkout you should receive an order confirmation by email. Once the parcel is dispatched, a separate shipping confirmation follows with the latest delivery and tracking details.

If you need to make a change, contact Zerano as quickly as possible. Once an order has entered processing or been handed to the courier, amendments or cancellation may no longer be possible.

Please check your spam or promotions folder first. If nothing has arrived, contact us and include the full name and email address used during checkout so we can confirm the order status.

No. You can explore products and support pages without an account. Any account or checkout options presented on the storefront will be shown during the purchase flow itself.

Zerano supports selected European markets, including the United Kingdom where available through Shopify Markets. Available delivery options, shipping costs, and payment methods are shown before payment based on your selected market.

Orders are usually prepared within 1 to 3 business days. After dispatch, delivery is generally estimated at 2 to 5 business days, depending on the destination, carrier conditions, and the selected delivery option.

Prices are shown according to the selected market where Shopify Markets is available. If you change country or region, the storefront may update prices, currency, shipping options, and payment methods accordingly.

Final shipping options, costs, and any available free-shipping threshold are shown before payment. Review the checkout carefully before placing your order.

Use Zerano's Track Your Order page with your order number and checkout email, or use your tracking number once it has been assigned.

Courier scans can occasionally lag behind real movement. If tracking has stalled beyond a reasonable window, contact us with your order number and tracking details so we can investigate.

Start your return request within 14 days of receiving your order. Items must be unworn, unused, unwashed, with original tags and packaging. Contact Zerano before sending anything back so the correct return instructions can be confirmed.

For size, fit, or change-of-mind returns, return shipping is paid by the customer. If an item is faulty, damaged, incorrect, or not as described, Zerano will handle the return according to your consumer rights.

Approved refunds are normally sent back through the original payment method within 10 business days after the return is received and inspected. Final posting time can vary by payment provider and bank processing.

Current enabled methods include Shop Pay, Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, and Bancontact for eligible Belgian customers. The exact methods shown at checkout still depend on market, browser, and device.

Checkout uses the selected market, currency, device capabilities, and payment-provider eligibility rules to decide what can be shown. Some wallets require compatible devices and some local methods only appear in specific markets.

Yes. Payments are processed through secure, encrypted checkout flows, and your bank may request an extra authentication step when required.

Current offers are shown on the storefront, product pages, and cart where relevant. Some savings use a discount code. Check the current offer details shown on the storefront before checkout.

Timing depends on the payment provider and authorization method used at checkout. Where relevant, a payment may first appear as an authorization before final capture.

Refunds are normally returned through the original payment method used for the purchase.

Use the size selector on the product page and check the Zerano Size Guide before ordering. Some supplier labels may be converted into cleaner Zerano display labels to make international sizing easier to compare.

Zerano lists authentic branded products sourced through supplier channels. Stock, sizes, and prices can vary because availability is limited and supplier-led.

Use the intended silhouette as your guide. Choose the smaller size for a closer fit, or size up if you prefer more ease or if the fabric has less stretch.

No. Fit can vary by brand, pattern, fabrication, and cut. Tailored or low-stretch pieces often require a closer size match than softer jersey or knitwear.

Yes. If you need a clearer recommendation, contact Zerano before purchase and mention the product name, size you usually wear, and the fit you prefer.

Use the Contact Us page and submit your request with the email address where you want to receive the reply. Include your order number whenever the question relates to an existing purchase.

Responses are handled during published customer support hours in Central European Time (CET/CEST): Monday to Friday 9am to 9pm, Saturday 10am to 6pm, and Sunday 10am to 4pm.

You can review the dedicated Privacy Policy and Cookie Policy pages for details on how personal information, cookies, and related technologies are handled.

For privacy or cookie questions that are not answered in the policy pages, contact privacy@thezerano.com.