Many of our customers have the same questions and problems regarding orders, entering and saving personal data, shipping methods and shipping costs. Here you will find a list of the most frequently asked questions and answers for our customers.
Account
What are the benefits of creating an account?
Creating an account offers several benefits:
Enjoy a streamlined and easy checkout process.
Save your information for quick and effortless future orders.
Track and access your order history easily.
Simplify reordering and checkout.
Save and share your favorite items.
Gain eligibility for exclusive offers available only to registered customers.
How do I sign up for an account?
To sign up for an account, please visit the My Account page on zwilling.com.
Wishlist
What are the benefits of adding items to my wishlist?
Adding items to your wishlist helps you keep track of products you are interested in. However, it does not reserve inventory or secure sale pricing.
Shipping
What are the shipping options available?
The shipping options are:
Standard (5-7 business days): Free for orders over $79.00, $6.99 for orders under $79.00.
Note: These options are for U.S. shipments only. Multiple items may ship from different locations and arrive on different days without additional charges.
Where can I find more detailed shipping information?
For more detailed shipping information, please visit Our Shipping Page.
Order Processing
What should I expect regarding processing times?
Once your order leaves the warehouse, you will receive an email with a tracking number. Tracking information may take up to 5 days to become available. Orders placed on weekends or holidays will be processed on the next business day. Deliveries are made Monday to Friday, excluding holidays.
Payment
What billing information should I provide for credit card payments?
Provide the billing address associated with your credit card to ensure smooth processing.
What payment options are available?
We accept:
American Express
MasterCard
Visa
Discover
PayPal
Gift Cards
Can I use gift cards for payment?
Yes, we accept gift cards issued by American Express, Discover, MasterCard, and Visa. Keep the card until you are certain the order won't be returned, as refunds are issued to the original form of payment.
Promotional Codes
How do I redeem a promotional code?
To redeem a promotional code:
Enter your Coupon Code/Promotion Code in the designated space in the Shopping Bag.
Click the "Apply" button.
The discount will be reflected in your ORDER SUMMARY.
What restrictions apply to promotional codes?
Promotional codes have the following restrictions:
Orders must be placed during the promotional period.
Promotions cannot be applied to previous purchases.
Some promotions may not be combined with other offers.
Orders may need to meet a certain dollar amount to qualify.
Only one promotional code may be used per order.
Free shipping offers apply to standard shipping for orders placed at zwillingonline.com, subject to a minimum purchase.
Offers may only apply to certain products or price points and may not be valid at ZWILLING Outlet Stores.
Checkout Process
What is the checkout process?
The checkout process is simplified and streamlined:
Provide your shipping information.
Add your billing address if it differs from your shipping address.
Fill in your credit card details or choose PayPal. Verify all information before clicking the "PROCESS ORDER" button.
Payment Issues
What should I do if my payment is declined?
If your payment is declined, ensure your billing and shipping addresses match your credit card statement. For internationally issued cards, notify your issuer in advance. Alternatively, try using PayPal.
Refunds
When can I expect to receive my refund?
If your order is canceled, a refund will be issued to the original payment method within 3-5 business days.
Order Cancellation
Can I cancel an existing order?
Once an order is placed and processed, we cannot accommodate modifications or cancellations.
Exchanges
How do I process an exchange?
Exchanges cannot be processed through mail. Place a new order online, and we will process a refund for the returned item to the original form of payment.
Return Policy
What is the return policy?
To view our return policy and process a return, navigate to Returns & Cancellations.
Undelivered Packages
What happens if a package is refused or undelivered?
Packages returned due to incorrect addresses, unclaimed deliveries, or refusal are subject to shipping and return charges. Double-check addresses to avoid additional charges.
Warranty Claims
How do I make a warranty claim?
For warranty claims, please submit your request through our Warranty Claim Form. For full warranty details, visit our Warranty Information page.
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