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Help / FAQ

Customer Service

Our customer service is on hand to help with any questions about your online purchase.

Phone: +41(0)62 787 44 99

E-Mail: [email protected]

Monday - Friday 08:00 - 17:00 Uhr

You can conveniently order items from our online shop 24/7.

Order

1. Are the items displayed in the online shop always available?

Generally speaking, items shown in the online shop are of course also available to purchase. Nevertheless, it may occasionally happen that certain colours or sizes are sold out. Once you have entered the colour and size you wish, the item availability will be displayed.

Available = The item is in stock and can be dispatched to you immediately

Sold out = Unfortunately, the item is sold out. This means that it is not possible to place an order. We regularly receive new Essentials stock from our factory. Please come back and check the availability of your desired item at a later date.

2. Is there a minimum order value?

No. There is no minimum value for orders made via www.zimmerli.com

3. How can I track the status of my order?

You will automatically receive an e-mail from us when your order status changes. Of course, you can contact us directly for additional information or by accessing the ‘My Account’ function on our website. Please register as a customer to make use of this service.

4. Can I make changes to my order once it is placed?

As soon as you have completed and sent your order, it is not possible to make any changes. However, we would be happy to accept your change requests by phone or e-mail and will modify your order accordingly, providing it has not yet been dispatched.

Payment

1. How can I pay on www.zimmerli.com?

We choose our payment methods very carefully. The payment process should be as smooth and simple as possible. Therefore, www.zimmerli.com currently offers the following payment methods:

  • Credit card
  • Paypal
  • Purchase on account (only in DE, AT and CH), to a max. value of 2,000.

2. Which credit cards do you accept?

We accept the following cards: American Express, Visa, Mastercard.

3. When will my credit card be charged?

Your credit card will be charged once your order is completed.

4. How does payment via PayPal work? What is PayPal?

PayPal is an online, free-of-charge payment service that offers safe, simple and fast payment. Your bank or credit card details are only stored with PayPal. This means that they are not transmitted over the Internet every time you shop online. You pay with two clicks. You simply access your bank or credit card details stored with PayPal instead of having to enter them every time you make a purchase. PayPal payments are received quickly. This means that the seller is able to dispatch your items immediately and you will usually receive them sooner.

Do you already have a PayPal account?

During the payment procedure, you will be forwarded to the PayPal site. Once payment has been successful, simply follow the button to return to our website, and the process is complete.

You don’t yet have a PayPal account?

To ensure that everything runs smoothly, we recommend setting up a free PayPal account before making your purchase. Please go to the following website: www.paypal.com

 

5. How does payment on account work?

You can order on account and pay the invoice amount within 30 days of goods receipt and inspection. You will receive your invoice via e-mail.

 

Security

1. Personal data security

www.zimmerli.com places utmost importance on the protection of your personal data and your right to informational self-determination. We protect your personal data with the help of tested encryption technologies. With the SSL (Secure Socket Layer) and 3D Secure process, all order and credit card details are transmitted to us in encrypted form and, of course, treated confidentially.

2. SSL encryption

The entire checkout and My Account area is secured through the SSL protocol and is thus protected against unauthorised access. Providing the URL in the address bar begins with https://, you are in a secure area.

3. 3D Secure process

Credit card payments are protected with the internationally recognised 3D Secure security standard. With the Verified by Visa and MasterCard® Secure Code™ procedures, the cardholder authenticates themselves through a personalised password that is only known to the holder. The password is requested at the end of the payment procedure and protects you against unauthorised card use. If you have not yet registered for this process, you can do so in a few simple steps during the order process online or choose a different payment method.

4. Use of personal data

You can visit our website without entering any personal information. To optimise our services, data about click behaviour may be stored. Data such as your IP address, which is necessary for communication on the Internet, may be stored. Evaluations are always carried out anonymously and without personal reference. However, if you place an order or wish to subscribe to our newsletter, some details such as name, address and date of birth are required to ensure correct delivery, and will be saved in accordance with our data protection regulations.

Delivery

1. Which countries does zimmerli.com deliver to?

You can find a list of the countries to which Zimmerli delivers here.

2. How much are shipping costs?

All prices include the legal VAT plus applicable shipping costs. See here for exceptions. We deliver with Swiss Post, DHL and FedEx.

3. What should be noted concerning delivery to non-EU countries?

The prices shown include German VAT of 19%. This does not apply to deliveries to countries outside the European Union. Your invoice amount will be automatically reduced accordingly. Please note that the VAT applicable in your country will be collected by the package courier upon delivery.

4. Which courier will deliver my items?

Our experienced logistics partner DHL ensures the rapid and reliable delivery of your package within Germany and worldwide. Inside Switzerland, our deliveries are sent via post. Items ordered in the USA, Mexico and Russia are delivered by our logistics partner FedEx.

5. Can I order my goods to be delivered to a DHL Packstation?

Yes, deliveries can be made to a DHL Packstation.

6. When will I receive my order?

You will receive shipping confirmation as soon as your package leaves our premises. In exceptional cases, delivery times may be longer due to manufacturing bottlenecks. In this case, we will keep you updated on the status of your order.

7. What happens if I am not at home when delivery is attempted?

If a delivery attempt is made but you are not at home, the DHL driver will leave a card with a telephone number for you to contact to arrange delivery or collection. Suggestion: if you are not often at home, simply provide an alternative delivery address when placing your order, such as a Packstation, your workplace or to a friend or relative.

Return / Exchange

1. Can I return items if I am not satisfied?

www.zimmerli.com grants you a voluntary right of return for 100 days from goods receipt. This does not affect your statutory right of withdrawal. This means that you can still withdraw from the contract after the 14-day cancellation period by returning the items to us within 100 days of receipt. We assume the cost of the return.

LItems must only have been tried on and not worn and must be sent back in complete and perfect condition in their original packaging. The voluntary return option does not apply to gift voucher purchases.

If you wish to exchange an item for another size or colour, please order the desired size or colour from our online shop and return the unsuitable item to us. This enables us to send you the desired item as soon as possible.

Prices

11. Are prices in the online shop the same as those in stationary retail stores?

Our prices reflect the recommended retail prices specified by the manufacturer, which are also adhered to by stationary retail stores. This does not apply to items in the sale category, which are available at a reduced price. The stated price always includes the corresponding VAT.This does not apply to customers with a delivery address outside of the European Union (EU).

Are there any discounts for large order amounts?

We kindly request your understanding that discounts cannot generally be granted. However, we offer a wide range of additional services, such as free returns and our extended 100-day right of return, etc.

Quality

Is the quality of products offered in the online shop different to the quality of the products available in retail stores?

The products offered on www.zimmerli.com are exactly the same as those available in retail stores. These are all new, perfect-quality goods

Gift voucher

1. Payment with Zimmerli gift vouchers:

With the Zimmerli gift voucher, you can only buy items from our online shop. Please note that when making a purchase on zimmerli.com, only Zimmerli gift vouchers with a voucher code can be used. The code must be entered during the transaction. If the credit on your gift voucher is not sufficient to pay for your order in full, you can also pay the remainder by credit card, PayPal or on account (only for Switzerland, Germany and Austria). To do this, select “Redeem discount code” under payment methods and enter your voucher code. The value of the gift voucher will be deducted from the value of the shopping basket and you can pay the remaining amount with another payment method. Your gift voucher will only be charged when you complete your order.

2. For your safety:

Keep your gift voucher safe from third-party access, as this data can be used to access the gift voucher's balance. We accept no liability for damage resulting from transactions made using the voucher code by unauthorised persons. Gift vouchers cannot currently be redeemed against additional offers/promotions.

3. How can I order a gift voucher?

You can order gift vouchers in the same way as other items in our online shop. You can pay for them using the standard payment methods.

4. If problems occur

For questions about our gift voucher system, please contact our customer service at [email protected] In order to enable us to offer rapid assistance, please give as much information as possible.

Availability

The product view shows all articles available at the time of your visit. Sizes that are unavailable are hidden and cannot be added to the shopping basket.

In some rare cases (e.g. during Christmas or sales) it may happen that several customers add an item to their shopping baskets at the same time, meaning that it is out of stock by the time the order is placed. In general, sold-out products cannot be reordered. In this case, you will receive a notification on the screen.

My account

1. Advantages of a customer account

Having your own customer account (My Account) on www.zimmerli.com offers various advantages:

  • Track the shipping status of your order
  • Save popular items in your wish list and share them with your friends
  • Manage an address book with your most common delivery addresses
  • View your order history
  • Receive regular information about special promotions, new products and much more

As a new customer, you can create your own customer account (My Account) in just a few steps. To do this, click here.

2. Forgotten password

If you have forgotten your password, simply click on the “Forgotten your password?” link when you log in as usual. In the next step, enter the e-mail address you used to register. We will send you a new password to this address.