Shipping and returns
2021 INTERNATIONAL SHIPPING UPDATE
Good news! We have resumed International Shipping - rates will be calculated at checkout.
We have been working around the clock to find the best international shipping solutions so that you can enjoy our products at the best rates and the highest reliability possible. While the international logistical situation remains ever changing, we would like to assure you that we will be with you every step of the way, and will do our best to make sure our products get to you.
If you have any questions or concerns, please contact us at hello@zyu.com.sg
Total order weight will include product and packaging materials for secure shipping.
Last updated 23 Feb 2021, 2pm GMT +8
*COVID-19 UPDATE
While we remain fully operational during this period, but unfortunately, we have ceased international shipping. We seek your kind understanding.
In these uncertain and overwhelming times, we want to extend our gratitude for your support to Zyu. Your participation in our company is solely what keeps us in business. These are hard times for everyone including small businesses, but we also want to share our full support for those who need to or are choosing to not participate in consumerism of non essential items. It is most important that you make decisions that are best for you and your family. If you have any questions or concerns, please contact us at hello@zyu.com.sg
Last updated 9 July 2020, 1pm GMT +8
Shipping & Returns
We accept orders at any time - 24 hours a day, 7 times a week. Orders placed on our site will be processed and shipped within 1 to 3 business days after.
Locations: Zyu ships worldwide.
Once shipped, it will take around 3-5 working days to arrive for standard domestic deliveries and 7-14 working days for international deliveries. Please expect delays due to COVID-19 restrictions.
Items shipped outside Singapore may be subject to import duties, taxes and/or charges, which are not included in the total cost of your order, nor will they be covered or reimbursed by Zyu.
How much does shipping cost?
Domestic: Standard shipping on all orders is $5, and free shipping above $200.
International: Calculated at checkout, differs by weight of entire order.
How long does it take for my order to be shipped?
Orders placed on our site will be processed and shipped within 1 to 2 business days. Once shipped, it will take around 3-5 working days for your order to reach you for local deliveries.
For overseas deliveries it may take approximately 2 weeks to a month depending on your location.
(Do note that the COVID situation has disrupted the global supply chain and as a result, your order may be slightly delayed)
How do I place a return or exchange?
Unfortunately we are unable to offer refunds, returns or exchanges currently. All sales are final.
Do you ship internationally?
Yes! Zyu ships internationally to Australia, Canada, France, Germany, Hong Kong, Japan, France, Germany, Hong Kong, Japan, New Zealand, Malaysia, Philippines, South Korea, Taiwan, Thailand, United Kingdom, United States and Vietnam.
Once shipped, your order should reach you within 14 - 30 working days. Items shipped outside Singapore may be subject to import duties, taxes and/or charges, which are not included in the total cost of your order, nor will they be covered or reimbursed by Zyu.
Pre-order
These are items that are not currently in stock, however they are available to purchase in advance. As we will be producing these items for you, payment will be taken in advance. Please note that any pre-ordered products will be shipped once production has completed.
If you purchase any additional items with your pre-order, they will ship together. Your entire order will be shipped once your pre-order has been produced. We are constantly trying to reduce our carbon footprint (as well as yours), which is why we cannot split any additional items into separate parcels, in an effort to limit shipping emissions.
Orders
How do I check my order status?
We process orders Monday through Friday. If you want to check the status of your order, please use the tracking number included in your shipping confirmation email.
Can I change my order?
Please email us at hello@zyu.com.sg soon as possible with your order number, name, email address and phone number. We will do our best to modify an existing order. Do note that as we process and ship every order very quickly, we offer no guarantee that your order can be changed.
Can I cancel my order?
Unfortunately, we are unable to cancel an order once it has been placed. Sorry for the inconvenience this may cause.
Why have I been charged twice?
You will only be charged for what you purchased. If you see duplicate charges, please give it a few days and the issue should be rectified automatically. However, if the problem persists and you are positive you only placed one order, please send us an email at hello@zyu.com.sg with a screenshot of the duplicate charge for further assistance.
I have yet to receive a confirmation email. What should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at +61 0412544947 or email us at hello@zyu.com.sg with your name, email address, and phone number.
How do I report a problem with my order?
If your order is missing a product, contains a damaged item or you have other concerns regarding your order, please contact Zyu +61 0412544947 (WhatsApp is preferred) or email us at hello@zyu.com.sg with your order number, name, email address, phone number and a photo of your damaged/ incorrect product. To ensure prompt resolution, please keep the original shipping package and/or damaged or defective product for inspection by Zyu.