Frequently Asked Questions

How do I return my item?

Log in to your zyverra.shop account, go to My Orders, and view the order you wish to return items from. Within the order, click on the Return Items button to access our returns portal.

Select the products you wish to return and the reason from the drop-down list.
You can then choose your preferred return method and either arrange a collection or print a label for your nearest drop-off point.

How long will my refund take once it’s back with Zyverra?

Once the courier has collected your parcel, the return should arrive with us within 2–4 working days.
We will notify you by email once your refund has been processed. This usually takes 5–10 working days.

You can track the progress of your return in your My Zyverra account.

Once my refund has been issued, when will I see the money?

This depends on your card issuer. Refunds usually appear within 72 hours, but may take up to 10 working days.

Can I return my online order to a store?

Yes. You can return your online order to any Zyverra standalone store.
Concessions and wholesale stores are unable to accept zyverra.shop purchases.

Can I exchange my online order in a store?

If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.

Shipping

When will my order arrive?

Delivery timeframes depend on the delivery service selected. Please visit our Order & Shipping page for full details.

Your delivery carrier will provide tracking updates. Zyverra cannot amend or pre-select specific delivery time slots.

I think there is a problem with my delivery. What should I do?

If your order is still within the delivery timeframe, please allow for delivery within that period.

If the timeframe has passed, contact support@zyverra.shop with your order number and tracking number.
Zyverra is not responsible for courier website issues.

My tracking hasn’t updated and the delivery window has passed

You may contact the courier directly for updates.
If you need further support, contact support@zyverra.shop.

What if I’m not home to accept delivery?

Depending on the carrier, you may have options such as:

  • safe place delivery

  • delivery to a neighbour

  • collection from a pick-up location

These options vary by courier and location. If you choose a safe place or neighbour delivery, responsibility transfers to you once delivered.

How do I cancel my order?

If you wish to cancel an order, please follow the returns process. A refund will be issued once your parcel arrives back with us.

My order arrived damaged—what should I do?

Please contact support@zyverra.shop within 30 days of delivery.
You will need to provide images of the item and packaging, so please keep all original packaging.

Packaging

How will my order arrive?

Your order will arrive in a plain parcel box with no external branding.
The shipping label will display Zyverra for return purposes if the parcel goes missing.

I ordered multiple items and need extra packaging

Please contact support@zyverra.shop with your order number and requirements. Our team will assist as quickly as possible.

Stock Availability

Is a product available in-store?

Select Collect In Store at checkout and enter your postcode to view nearby stores with stock availability and collection lead times.

Warranty & Repairs

Does Zyverra offer a warranty for new purchases?

Yes. Items purchased through zyverra.shop, Zyverra stores, or authorised stockists include a 12-month guarantee from the date of purchase.

After this period, repairs are available through our service centre and are chargeable.

How long will a repair take?

When submitting a repair online or in-store, you will receive an estimated timeframe.
Once assessed by our specialists, a confirmed timeline will be provided with your quotation.

How do I return an item for repair?

  • customers: return through a Zyverra standalone, outlet, or concession store, or send directly to us

  • International customers: please contact us before sending your item

For guidance, email support@zyverra.shop.