Frequently Asked Questions
I have a question about my account
How do I register an account?
Registering with us is easy. Simply click on the "Log in" tab at the top of the page and enter all of your details. Once you have successfully submitted your information you will receive a confirmation email. If you do not receive this email please check your Junk Mail inbox and if you are still unable to find it please contact us at salesteam@zoomecx.com
How do I login?
When you created your account with us you provided us with an email address and a password, to login you need to click on the "Login" tab at the top of the page and enter these details.
I have forgotten my password?
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How do I change my address?
To change your address you will need to log in and go into "My Account." From here you can modify your address by clicking on "View or change entries in my address book."
I have a question about placing an order
How do I place an order?
Orders can only be placed through our secure website.
Find your product(s) using either the search box or through the categories. When you have located the items you are looking for, click its 'Add to Cart' button.
You will now be on the Shopping Cart page and depending upon your purchase will be required to accept certain legal obligations. If you wish to change the quantity of anything in your shopping cart, simply click on the Quantity Box, alter the quantity and press Update Cart. Once you are happy press Checkout.
You are now on the payment screen, please enter your card details then press Continue. Please ensure you enter your details correctly and as they appear on your payment card.
Your order details are now displayed, please check them and press Confirm Order when you are happy. If your bank has activated 3D security on your card you will now be directed to either Verify by Visa or MasterCard Secure websites. Please then enter you security pin or create one if this is your first time using 3D security. We do not see nor store any details from this page, the pin number/name you create is the equivalent of the pin number you enter when using your chip and pin card on the high street. Once your payment details have been submitted and verified the website will then show you a Checkout Success page advising you that your order has been received together with your unique order number; please make a note of this. An email will also be sent to the email address registered for the card to confirm your order.
I've made an error with my order, what do I do?
Errors can happen and occasionally the wrong item can be ordered or you may forget to place an item in your cart. Our Customer Service team cannot add items to an order once you have confirmed it. If you have ordered something in error we can remove it from your order and refund the item back to you so long as your order has not been processed, please note this may cause shipping charges to also change. Alternatively we can cancel your entire order. If this problem arises please contact our Customer Service Team at as soon as possible: salesteam@zoomecx.com
I have a question about delivery
How much does delivery cost?
Delivery charges start at £4.99.
What do I do if my parcel hasn't arrived?
If your parcel has been dispatched via Royal Mail Second Class Post please allow up to 10 working days for arrival. Before contacting us we ask that you thoroughly search your property as the postman may have left it in a secure location for you, and to also check with your neighbours as it could have been left with them. If the parcel has still not been located please contact your local sorting office as it may have been returned there if the postman has been unable to deliver. If your order is not located in any of these places please contact our friendly Customer Services team who are happy to help at: salesteam@zoomecx.com
Do I need an account to place an order?
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I have a question about Refunds and Returns
What is your returns policy?
If you do not wish to keep any of the items you have purchased you are welcome to return them to us for a full refund as long as they are unopened and in a re-saleable condition. Returns must be made within 14 days of receiving your order; you must also notify us in writing (email) if you wish to return your order. For more information please visit our return page.
Do I have to pay to return my order?
If you wish to return items to us you must arrange this yourself and the cost of the return will be payable by you.
For further details please read our Terms & Conditions.
How long does a refund take to process?
If a refund needs to be issued by us it will be done so immediately by our Customer Service Team, however it can take up to five working days for it to show on your bank statement.
I have a question about Faulty Goods
What happens if I receive a faulty/defective item?
All our products are checked before they leave the warehouse so it is very unlikely that you will receive a damaged item from us. We do ask that all damages are reported to us within two days of your order being received. Dependent on the item and the damage you may be asked to send the item back to us, if this happens you will be issued with a Freepost address to send the parcel back.