Shipping and returns

*COVID-19 UPDATE

While we remain fully operational during this period, there may be minor delays in shipping and we seek your kind understanding.

For our international customers, we are sorry to announce that our current courier partner has temporarily ceased overseas deliveries. While we are working around the clock to find alternative couriers, we are not able to guarantee successful overseas deliveries due to the evolving situation, hence we have also ceased international deliveries. In the event we cannot complete your order, we will process a refund. We recommend that you speak to our customer service before making a purchase for overseas countries.

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 17th May 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 2 business days.

Locations: Zyu ships internationally to Malaysia, Indonesia, India, Vietnam, Philippines, Thailand, South Korea, China, Japan, Australia, Germany, Denmark, Spain, Finland, France, United Kingdom, Greece, Hong Kong, Ireland, Italy, Belgium, Canada, Switzerland, Arab Emirates, Austria, Macau, Netherland, Norway, New Zealand, Oman, Portugal, Qatar, Russia, Saudi Arabia, Sweden, Turkey and Taiwan.

Once shipped, it will take around 2 working days to arrive for standard domestic deliveries and 7 working days for international deliveries.

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? (Singapore orders)

Standard shipping on all local orders is $5. 

 

How long does it take for my order to be shipped? (Singapore orders)

Orders placed on our site will be processed and shipped within 1 to 2 business days. Once shipped, it will take around 2 working days for your order to reach you. 

 

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 Malaysia, Indonesia, India, Vietnam, Philippines, Thailand, South Korea, China, Japan, Australia, Germany, Denmark, Spain, Finland, France, United Kingdom, Greece, Hong Kong, Ireland, Italy, Belgium, Canada, Switzerland, Arab Emirates, Austria, Macau, Netherland, Norway, New Zealand, Oman, Portugal, Qatar, Russia, Saudi Arabia, Sweden, Turkey and Taiwan.

 

Once shipped, your order should reach you within 7 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 start being shipped once production is 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 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.

 

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