FAQ

The brand

Why is the brand called ZO∙ON Iceland?

We are called ZO∙ON for a reason. It is not only our name, but an expression.

ZO∙ON [so on]

Noun
An adventure that never ends

Adjective
To keep going, keep exploring, to get out there.

What is the brand ‘s mission statement?

ZO∙ON is for urban outdoor adventurers. We create clothes that give people the confidence to get out there and move freely between the city and nature – whatever the weather.

Shipping

What countries do you ship to?

We deliver to the following countries:

  • Austria
  • Belgium
  • Canada
  • Denmark (excl. Faroe Islands and Greenland)
  • Finland (excl. Aland Islands)
  • France (excl. Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, Monaco, Saint Pierre, Wallis and the Futuna Islands and New Caledonia)
  • Germany (excl. Island Helgoland and area of Busingen)
  • Ireland
  • Italy (excl. Campione d’Italia, Livigno, San Marino and Vatican City)
  • The Netherlands
  • Norway
  • Spain (excl. Canary Islands, Ceuta and Melilla)
  • Sweden
  • Switzerland
  • United Kingdom (excl. Isle of Man, Jersey and Guernsey)
  • United States of America
What are your shipping prices?

Click here to find the relevant shipping prices for your country.

Can I ship my order to someone else?

Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address.

How long will by order take to arrive?

Your order will be shipped between Mondays and Fridays. If you place an order on an Icelandic  public holiday, it will be processed on the following working day.

The order can take up to 5 days to arrive at your home address.

How will my order be delivered?

If you are placed in Iceland, your ordered products will be delivered by Pósturinn to a pick-up point near your address. You’ll be informed of the pick-up point by email or text message when your parcel is ready to be collected. The courier will keep the parcel for 10 calendar days before returning it to us as undelivered.

Your order will be delivered by DHL if you live outside of Iceland. You will be contacted via email and/or SMS with information on how to order convenient delivery time for your shipment. If you’re not at home at the time of the delivery, DHL will send you contact informations with further instructions.

Your order will be shipped between Mondays and Fridays. Please note that we can’t ship to P.O. boxes.

You’ll need to sign for your parcel when you receive it, unless another option is provided by the courier.

If your parcel is delivered to a pick-up point, the courier will keep the parcel for 10 calendar days before returning it to us as undelivered.

How can I reach your Customer Service?

Just visit our Help Pages and you’ll find the contact details for our Customer Service. You can either call us or submit a query via the online contact form.

I have just placed an order. Can I cancel or change it?

Once an order is created, it is processed and sent immediately so that you will get your package as quickly as possible. Therefore we are often not able to cancel an order. Though, give us a call and we’ll see what we can do! You can find the contact details here.

Do you offer free returns?

Yes, we offer free returns for all countries within the EU! Read more about returns here.

How do I return my product(s)?

We’ve made the returns process as easy as possible. Just go to our Returns section to find instructions on how to return your products.

Can I exchange my product(s)?

We offer free exchanges to all countries within EU. Simply contact our Customer Service and we’ll take care of it.

Unfortunately, due to customs costs, we do not offer exchanges for countries outside the EU.

How long after delivery do I need to return?

You can return your products within 14 calendar days after you receive them.

How long will it take for the money to be on my account if I return something?

Our aim is to get your refund to you as quickly as possible. We’ll usually process your refund within 3 days of receiving your parcel or evidence you have sent it. As soon as that’s done, we’ll send you an email to let you know your refund is on its way. After you’ve received the email, please allow another 5–10 working days for the refund to be credited to your account. This time period depends on which bank or card issuer you have and is unfortunately out of our control. Usually, you will be refunded in the same form of payment you originally used for the purchase. If this is not possible, we will immediately contact you to arrange an alternative refund method.

If you haven’t received your refund within the expected time, simply contact Customer Service.

Have you received my return?

We’ll send you an email once we’ve received and processed your return telling you that your refund is on its way. If you don’t receive this email within a week of returning an order, simply give us a call.

An item is missing from my order. What should I do?

We do our utmost to make sure you always receive exactly what you ordered. If something is missing from your order, we sincerely apologize. This means something has gone wrong when picking and packing your order.

To sort everything out, simply contact us and we will make sure you will get the missing item or a refund.

Is it safe to order online?

In order to protect your information, zo-on.com uses one of the most secure online ordering systems on the market, and we’re constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilize Security Socket Layer (SSL) technology; one of the most secure systems for ordering online that allows encryption of your potential sensitive information, such as your name and address and critical personal information such as credit card information. Your information will be encrypted from the moment you enter it, and your personal information will not be saved on a public server. That means that information passed between you and our website cannot be read in the event someone else intercepts it. The SSL technology provides an authentication that assures your browser that your data is being sent to the correct secure computer server; an encryption that encodes all data, so only the secure server is able to read it; and a data integrity that checks that the transferred data has not been altered.

Payment

What payment methods do you accept?

We accept Visa, MasterCard, American Express, debit cards with a Visa or MasterCard logo and PayPal.

Can I use a debit card?

Yes, debit cards with a Visa or MasterCard logo are accepted.

Do you accept PayPal?

Yes!  To use PayPal, select the logo at checkout and follow the instructions to login via PayPal.

Can I get a price adjustment for items now on sale?

Online and in-store price adjustments can be made within 2 weeks of the original purchase to receive sale pricing if the exact size and color are currently in-stock.  For more information, contact our Customer Service

Why is there a price difference between orders within Iceland and outside of Iceland?

Orders outside of Iceland do not include VAT. Customer pays VAT in his own country.

Products

How should I wash my product(s)?

You can find all information on how to wash your product on the care-handle label inside your product. If you’re still unsure of how to wash your product, contact Customer Service and we’ll be happy to help you!

My product is faulty, how do I make a claim?

When we ship your products, we do our best to make sure that the products are top quality and in perfect condition. If you receive a defective product or there’s in conformity with your order, simply return the defective product and we’ll refund you the purchase price and all delivery costs as soon as we process your return. Alternatively, you can choose to keep the product and ask for a price reduction. Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

Please make the claim as soon as you discover the defect. Any notice given within a period of two months after you discover the defect is considered a timely notice, but in certain cases, a longer period may be allowed under applicable law. Simply contact us and we will arrange for the product to be collected by a courier. If you want to place another order, we will be happy to assist you!

Other

Do you have a store I can visit?

Maybe we do! Visit our Store Finder and search for a store in your location to find out.

I'm having problems with my account, can you help me?

Of course we can! Just contact us and we’ll help you ASAP.

How do I use my promotion code?

Sometimes, we offer our customers promotion codes (or voucher codes, as we also call them). These are certain codes or code words such as “DISCOUNT”, which may give you a price reduction on a certain style or the whole order, or offer you free delivery.

To use your promotion code, make sure to type it into the appropriate text box in the checkout, and hit “Apply” to apply it to your order. Please be sure to check that it is applied at this point as we can’t apply it to that particular order or amend your payment later on (although you may be able to use it on a subsequent order).

If you have any problems with your promotion code, simply contact our Customer Service.

How can I get information on your latest news and promotions?

To get our latest news and promotions, sign up for our newsletter. It’s really simple, just fill in your email address in the bottom of the start page and you’re signed up!

I want to work at ZO∙ON. Where should I look?

To read about careers at ZO∙ON  and current job openings, please visit our Career Page.