FAQ

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 is structured for customers shopping across Europe. The destinations and delivery methods available to your order are shown during checkout.

Shipping costs and free-shipping thresholds depend on the selected country or market. Review the Shipping Costs page for the current zone-by-zone rates and thresholds.

The free-shipping progress message uses the market currently selected on the storefront. If you switch country, currency, or shipping market, the threshold can change accordingly.

Use Zerano’s ParcelPanel tracking page with your order number and checkout email, or use your tracking number once it has been assigned to the shipment.

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.

Please review the Returns & Refunds page for the current window, conditions, and any category-specific exclusions before sending an item back.

Items should be returned in their original condition, with tags and packaging where applicable, and without signs of wear unless the policy explicitly states otherwise.

Approved refunds are normally sent back through the original payment method used for the order. Final posting time can vary by payment provider and bank processing.

Any refund of shipping fees depends on the applicable policy terms, the reason for return, and whether a charge was non-refundable. Always check the current Returns & Refunds page for the exact rule.

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.

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 Zerano Size Guide as your starting point, then check product-page fit information for anything specific to the item or brand.

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: Monday to Friday 9am to 9pm GMT, Saturday 10am to 6pm GMT, and Sunday 10am to 4pm GMT.

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.