COVID-19 Update

Due to the unfolding situation with Coronavirus (COVID-19) we want to keep you up to date with any changes we may need to take to protect our staff and their families in line with government directives and any impact this may have to the service we provide to you, our valued customers. We will continue to monitor the situation and will update this page as and when we need to make any changes to our service in line with government instructions and to ensure the safety of our staff and families whilst providing our service to you.





Firstly, we’d like to apologise to you for any delay in receiving orders that you’ve placed with us during this transition period which may result in your order being delivered up to 72 hours later than normal. This delay is temporary and has been caused by a dramatic increase in demand for our products, whilst we have been reconfiguring our distribution centre to ensure that our staff are working safely and can continue to provide you with products that you have ordered.





Thank you for shopping with us and for your patience and understanding during these uncertain times.





Delivery

UK Delivery: Currently our UK delivery services via Royal Mail and Whistl are running well with no major disruption to our services but like all delivery services are experiencing high demand. We will continue to work closely with our delivery providers in the meantime.

EU Delivery: The situation in Europe differs by country depending on individual government directives and the situation in specific regions and you may experience some delays to your normal delivery times. Please be patient and be assured with our working hard with our delivery services to get your products to you.

Customer Services

In order to protect our staff and their families and in line with government policy our customer service team are now working from home. As they adapt to working remotely there may be some delays to your normal response time. Be assured we will respond to your enquiry but may take a little bit longer than usual.

Delivery Options in the United Kingdom



Your delivery options vary, depending on what you’re ordering. Standard UK delivery is always FREE over £30. Delivery costs are calculated at basket. Your options are:

Our standard delivery is via second class post. This option takes 3-5 working days once the product is despatched from our warehouse 1 st Class delivery is available. If you place your order before 12:00, it should only take 1-2 working days. If you're feeling particularly eager to get your order as soon as possible, Next Business Day delivery is also available. Again - provided the order is placed prior to 12:00. Please note that this service is only available Monday to Thursday. Any orders placed between 12:00 Thursday and 12:00 Friday will be delivered on the Monday following the weekend. Lastly, please note, if the value of the items in your order when despatched exceeds £50 in value, we will upgrade your delivery to the next business day free of charge to allow you to track your order.



Please note that any orders placed after 12:00 on a Friday will not be despatched until the following Monday and therefore delivered on the Tuesday.

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Delivery Outside of the United Kingdom

European Delivery

We ship almost our entire range of products to all countries in the European Union. The only exception to this is our hardware bundles. If you place an order for a hardware bundle for delivery outside of the UK your order will be cancelled. We're not being grouches, as they're such high value items we want to make sure that they're delivered in the most safest and most efficient way. We're working on a tracked postage solution for you and hope to resolve this as soon as possible, stay tuned!

For European Delivery, we can offer you a standard 3-6 day delivery window, starting from the very moment that the goods are despatched.

Please note that all delivery times are subject to courier company. European delivery rates will be calculated at basket depending on where you are and what you’re buying.

Please be aware that, due to closures and changes caused by COVID-19, we are expecting to see heavy delays to orders placed to Italy, but we are doing everything we can to continue operating in Italy.





European Union Countries Include:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Q | How do I select EU delivery?

Select the EU Delivery option when you get to the checkout. This will calculate the correct total for you - otherwise the extra EU postage fee will be added automatically after the checkout process is completed. Doing this will save you the surprise!

Q | Do you ship to outside the EU?

Currently, we do not ship to territories outside of the EU. We are looking into delivery options at the moment and hope to be able to deliver before the end of the year.

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Delivery FAQs

Q | How will I know when my order has been sent?

clicking here. As soon as your order is despatched from our warehouse, you'll be sent an email just to confirm that it's on its journey to you (remember to check your spam if you've not ordered from us before). You can check the status of your order in your account by

Q | Once my order has been despatched, when will I receive it?

From the time you receive your despatch confirmation email we would expect you to receive your order:

For Standard UK delivery 3-5 working days for deliveries within the UK once goods are despatched. If it does happen - on the off chance - to take any longer than this time period to reach you, Royal Mail policy requests we wait 10 working days to pass before classifying an item as "lost". 1st Class UK delivery: 1-2 working days once goods are despatched provided orders are placed prior to 12:00 (see above). Next Day UK delivery: next day delivery as long as orders are placed by 12:00 Monday to Thursday only. Standard Delivery to all other European Union Countries should take 3-6 working days once goods are despatched provided orders are placed prior to 12:00.

Q | Do you charge for delivery?

We offer FREE delivery on a wide range of our products. UK delivery is always free over £30. We offer a range of delivery options at varying costs. Delivery to other countries in the European Union starts from £2.99.

Q | What do I do if I have not received my order?

If your order doesn't arrive within 10 working days - contact us straight away so that we can investigate further. Please note: if you do not receive your order and you do not notify us within 30 days after despatch, we reserve the right not to refund or replace it.

Q | One of the items is missing from my order. What do I do?

We endeavour to ship your whole order in as few packages as possible but sometimes items are sent separately. All items that should be in your package should be listed on your delivery note. If this does not match, please let us know straight away.

To give you some peace of mind, we'll be sure to send you an email to let you know when each item is on its way. Pre-orders placed with other items will be despatched separately prior to release day.

Q | What happens if I am not at home to accept my delivery?

Due to the size of most of our products, usually they don't require you to be at home to take delivery as they will fit through your letterbox.

In the event that you have ordered products which will not fit through your letterbox, (and you aren't in to take delivery) then the postal service will follow their usual procedure. For UK orders this usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office. For items attempted for delivery by a courier service they will also leave a card and allow you to arrange for redelivery or collection.

Q | Am I able to change the delivery address to something other than my registered PayPal address?

For the time being, we're unable to deliver your order to an alternative address - meaning all items will be posted to the address that's linked to your PayPal account.

Q | Do you deliver on Bank Holidays?

Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. On these days, you can expect your delivery on the next working day following the Bank Holiday.

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If you've got any more burning questions regarding our delivery options, you can contact our customer services at customerservice@zoom.co.uk. You'll be able to catch them Monday to Friday between the hours 8:30-17:30.