FAQ – Frequently Asked Questions
On this page you’ll find answers to frequently asked questions on ordering, transport, delivery, returning and other businesses. Is your question not listed? No problem, please contact our service desk.
Transport and delivery
How will the goods be transported?
All goods will be sent off by DHL. When ordered on working days before 15.00h the goods will be dispatched the same day. This means that on working days the package will be delivered the next day (in The Netherlands). When ordered in weekends the goods will be dispatched the next working day and delivered the day after. When your package has been transported you’ll received a track and trace code.
DHL will offer the goods four times, two times on the first day and two times on the second day. When the mailman did not succeed in delivering the package after four times at your address, or your neighbours, the goods will be returned automatically to Zivaano. In this case the recurring transportation costs will be charged.
Do you ship to foreign countries?
Yes, below the table with approximate shipping cost. Note shipping in The Netherlands is free of charge. Prices are indicative. If current rate is off more than 10% of the fixed rate used, it will be charged.
Which kind of payment methods are available?
At Zivaano you can either pay by direct bank transfer, Credit Card, iDeal (Dutch system), Paypal, Bancontact/Mister Cash, SOFORT Banking or KBC/CBC. As soon as you’re done with shopping and you’ve collected all your articles in the cart you click the payment button. Then you need to fill your details and can choose the type of payment. When you’ve done so and acknowledged the General Terms and Conditions you’ll be forwarded to the check-out page.
Orders & returnings
How do I order?
Did you succeed in finding the lovely ankle boot or the super hip high heel and you’d like to purchase these the soonest? Click on the relevant article and select your desired size. Add these to your shopping basket. When done the basket will be loaded on the right side of the page. If you’ll click the payment button you’ll be directed to the check-out page. On this page you’ll complete your details and select preferred method of payment. After the payment has been done the order will be processed immediately. You will receive an e-mail with track and trace details when your parcel has been sent off.
How do I cancel or adjust an order?
Have you ordered the ankle boots but find out you’ve selected the incorrect size? No problem! Directly send an e-mail or contact us by phone in order to adjust/ cancel your order. We’ll ensure the correct size will be sent or the order will be cancelled and money credited.
You can adjust/ cancel your order as long as you haven’t received shipping details. When you have received shipping details the package has been transported and order cannot be cancelled. You can however return the undamaged goods in the original box. When we’ve received the goods in neat state your money will be credited. Ensure to do this within 14 days after you’ve received your order, else you cannot return goods anymore.
Do I need an account to order?
No, you can order without having an account. In case you’ve a regular visitor/client of Zivaano’s site you might consider having an account, but is without obligations.
How can I track my order?
When your order has been sent off you’ll receive the track & trace details of the shipment by e-mail. When clicking on the link in the e-mail you’ll be forwarded to the DHL site and can monitor the stage on which your package is in.
How do I return goods?
Have you received your order but the size is not right, or you’re not entirely happy? No problem! Within 14 days after you have received your order you can return the undamaged goods in the original box. When we’ve received the goods in neat state your money will be credited. The costs to return goods to Zivaano are for your own account. In the General Terms and Conditions you’ll find more information on returning goods. When not made available in your transportation parcel.
Where can I enter my discount voucher?
If you have received a discount voucher and would like to use this on the contents of your shopping basket you need to go to the basket and click button "CHECKOUT". Subsequently you’ll go to a page where you can find an overview of your shopping basket. The ‘voucher/coupon’ field is available. Here you can enter your code. After you’ve acknowledged the discount code and entered the apply button it will be settled with the total amount.