my orders

To view the most up-to-date information on your order or to track your delivery, click on MY ACCOUNT.
Under STATUS you will find all the information you need.

LEGEND:

Waiting for your payment
We have received your order request, but we haven't processed it yet. Orders only get prepared and sent once we’ve received the payment.

We are preparing your order
We’ve received your payment and your order has now been sent to the warehouse for packing and shipment. All “in stock” orders are dispatched within 5 business days.
We kindly ask for your patience during this time, as our warehouse is working as quickly as possible to pack and send your order. At this point it is still impossible for us to give you an exact date of delivery.
Note: these delivery times are only estimates and may vary.
It is possible that delivery times may take longer especially due to the busy period around Christmas time.

Shipped on xx/xx/xxxx
Your order has been dispatched. An automatic shipment email with the tracking number will be sent out to the email address which you have used to place your order.
After some time a “Follow your package” button will appear.
By clicking on this button you will be redirected to the website of the transportation company and you’ll be able to pinpoint exactly where your package is by clicking on “Show history in detail”.
You should receive your order within 1-5 workdays (Europe) or within 5-10 workdays (rest of the world), stock permitting.

Your order has been delivered
The transportation company has delivered your package. Please keep in mind the way your local postman usually delivers your packages in case you are away: drop-off at the neighbours', in your garage, etc.

When your order has been paid or dispatched, you will receive an email notification. If you haven’t received these emails, please check your spam folder.

Feel free to contact our customer service by filling in our »contact form«.

incomplete order

There is something missing from my order! What do I need to do?

- We may have removed the item due to being out of stock so please check your emails, as we will have notified you.
- Your items may have been sent in separate parcels. If this is the case you will see different tracking numbers in MY ACCOUNT -> MY ORDERS. 

If you haven't received an email notification about any changes to your order and you do not see different tracking numbers, but you're still missing an item, please contact us immediately with the following information:

  • Invoice number or picture of your invoice;
  • The number of missing items and the reference (see invoice);
  • A picture of the goods you received.

Our support team will look into the matter and will solve the issue for you as quickly as possible. 

NOTE:
All missing item claims must be made within 3 days of the delivery date of your order!

Feel free to contact our customer service by filling in our »contact form«.

modify my order

Can I add items or modify my order once I've confirmed, but haven't yet paid for it?
Yes, you can ignore the order and place a new order. The unpaid order will be cancelled automatically.

Can I add items or modify my order once I've confirmed and paid for it?
Yes you can! Once you have paid for your order, you can still add items or modify your order.

1) Please click the "SIGN IN" button from the menu above and log into the system.
2) Click the "MY ACCOUNT" button from the menu above.
3) Choose "ORDERS/INVOICES”.
4) Edit your order by clicking on the "MODIFY ORDER" button (right hand side at the bottom).
5) When this button no longer appears, it is too late to modify you order yourself, but maybe the customer service will still be able to help.

NOTE: orders will only be shipped after the full amount has been transferred.

Feel free to contact our customer service by filling in our »contact form«.

cancel my order

How to cancel an unpaid order?
You do not need to cancel your unpaid order, because it will be automatically cancelled if you don’t make the payment.

How do I cancel a paid order?
It is always possible to cancel your paid order. You need to contact zangra thanks to the contact form. zangra will contact you as soon as possible.

What if your order is already shipped?
If your order already left zangra's warehouse, you may refuse the package! Write "return to sender" on the unopened(!) package and give it back to the postman.

What if you accepted the order?
You can always return your item(s) within 14 days (see »return rules«).

Feel free to contact our customer service by filling in our »contact form«.

combining multiple orders

Is it possible to combine different orders and send them together in the same shipment to avoid double shipping charge?

Unfortunately it is not possible to combine separate orders once placed as processing begins immediately. The moment you place an order it is automatically transferred to our warehouse. Also an invoice is automatically created for each order. For accounting reasons it is impossible to change the invoices.

But it is still possible to cancel your paid orders! You need to contact zangra as soon as possible thanks to the contact form. We will transfer the amount back to your account as soon as possible so you can place an new order.

If nevertheless zangra’s team decides to send two orders (for which shipping costs have been paid) together in one shipment, no refund of shipping costs will be made for accounting reasons.

Feel free to contact our customer service by filling in our »contact form«.

order by mail or phone

zangra does not accept orders by e-mail or phone.
For accounting reasons orders can only be placed through the website.

To order online, just add items to your cart and use our easy check-out process. After your order is placed, we will send you a confirmation email.
In your ACCOUNT you will find all the details of your order.

Click »here« to see how you can create an account.

Feel free to contact our customer service by filling in our »contact form«.

urgent orders

We at zangra understand that your order can be very urgent at times.
For instance, if you are inaugurating a new office or opening a new restaurant or shop. Needless to say, we always do our best to deliver your items within the deadline that you have indicated.

However, we would like to point out that we receive more and more requests every day for urgent deliveries.
Our office can assure you that we will do our best to send out your package as soon as possible. Nevertheless, our office cannot guarantee that your package will arrive on time, as we have no control over postal service operations. Your order may also experience delays due to a misunderstanding, miscommunication or because of shortage in stock. Zangra cannot be held accountable for these situations.

Feel free to contact our customer service by filling in our »contact form«.

back orders

When will I receive my backorder?
If you have an item on backorder, that means it is not in stock in our warehouse. This item will be shipped when it is back in stock.

1) Please click the "SIGN IN" button from the menu above and log into the system.
2) Click the "MY ACCOUNT" button from the menu above.
3) Choose "ORDERS/INVOICES”
4) Click the "DETAILS" button next to your order.
5) Check out the "delivery estimate".

If there is no date indicated yet, this means that we do not yet know when the product will be back in stock again.

Feel free to contact our customer service by filling in our »contact form«.

out of stock

The product is indicated as "out of stock" on the website

Once an item is listed as "out of stock" it is impossible to add this product to your shopping cart, therefore, should you wish to purchase that particular product, you will have to return to our website at a later date.

As soon as more stock becomes available the site will be updated accordingly.
The expected arrival date for the out of stock product will be added to the product page. If we don't know an item's official arrival date, we will just add "out of stock" on the product page without mentioning a date.
Out of stock items can't be reserved. As soon as the product is back in stock, you can purchase it by adding it to your shopping cart!

Confirmed Orders

Your order has been confirmed but you received an "out of stock" notification?
Unfortunately, this can indeed happen.

Why?

  1. Because we perform stringent quality checks so if your item was the last piece available but it failed our checks, we will cancel the item even if your order was confirmed.
  2. Or it may also happen that different customers purchase the same product at the same time, resulting in insufficient stock.
  3. Also, as human errors are inevitable, we will sometimes be unable to fulfill your order due to reasons beyond our control.

You will then receive a notification and we will suggest different solutions:

  1. We can offer you a full refund of the missing product.
  2. If you don’t mind the wait, we can put the complete order "on hold" and ship it out when the missing product does come back in stock.
  3. Or we will ship out your complete order and the missing product on back order will be sent later.

Feel free to contact our customer service by filling in our »contact form«.