FREQUENTLY ASKED QUESTIONS

ORDERS

How do I set up an account?

First of all, click on “My account” on the top right of the screen.
Then, under “New customer”, click on “Create an account”, having first read our privacy policy.
Then fill in the registration form provided and confirm by “Register”.
You’ll then receive a confirmation by email.

How do I place an order?

First identify yourself on your account, then:
1. Select a product.
2. Choose your size from the list of available sizes.
3. Select the quantity you wish to order.
4. Click on “Add to basket”.
The added products will appear in your basket: you can consult this on “My basket”.
5. Consult your basket to check its content.
6. Click on “Confirm the Order”.
7. Enter the type of delivery you require, along with your payment method, then click on “Finalise the Order”, having first accepted our general terms and conditions of sale.
Be sure to check the delivery information (name, full postal address, country). Once the package has been dispatched, Zespà will not be able to change the address provided.
8. You are then redirected to the secure payment platform to make your payment.
Finally, you’ll receive an email to confirm your order.

How can I ensure that my order his been recorded?

When you place your order, we send you a confirmation email to confirm that we have received it. To track your order, go to your customer space in “My orders” then click on “Track my order”.

When is my order recognized and processed?

Orders placed before 12 noon are usually prepared and sent out the same day. If not, the next working day.

Can I change or cancel my order?

You cannot modify the content of an order once it has been validated. You will therefore need to contact us by email at [email protected] requesting the cancellation of your order if this is still possible.

From which countries is it possible to order on ZESPA?

We deliver our products in Metropolitan France, Corsica and Monaco. We also deliver within Europe and in mostly other countries worldwide. You’ll find a list of countries to which we deliver when you checkout as well as in the DELIVERY tab on FAQ page.

Customers who place an order from a non-EU country agree to pay all the taxes due on the importation of the product, customs duties, VAT and any other taxes due under the laws of the country to which the product is delivered.

How can I check whether a product is available?

The products shown on ZESPA correspond to our available stock. The availables sizes are in bold. However, it may be that a model is out of stock in your size or that a pair shown to be available is no longer in stock due to a database error.

PAYMENT

What are the different means of payment available on ZESPA?

To pay for your purchases by credit card. Select in the “Payment method” page this payment method and click on the logo of the card you wish to use (Carte Bleue, VISA, MasterCard). Then enter your card number, its validity date and its visual cryptogram, located on the back of your card. You can also choose to pay for your purchases via your Paypal account or via one of the other payment methods we offer.

How are online payments made secure on ZESPA?

ZESPA pays particular attention to questions of security concerning Internet payments. Your bank details are sent to our server in encrypted form via the SSL protocol (Secure Socket Layer) and are transferred to our bank in a totally secure environment.

Payment is made totally secure by our bank partner’s online payment system. Your bank details are sent via the Internet in encrypted form only, i.e. they are coded in such a way as to make them totally illegible. From a technical point of view, the secure system is based on SSL (Secure Socket Layer) encryption. This payment solution is the most commonly used in France for Internet payments.

DELIVERY

What are the different delivery methods available? How much do they cost? What are the delivery times?

Delivery is ensured by several different carriers (Mondial Relay, Colossimo, Chronopost, UPS, DHL) depending on the delivery method chosen (Standard, Express and Pickup point).

The order is sent to our logistics team as soon as it is validated. We then hand over the package to the carrier so that it can be delivered to you as soon as possible.
All orders received will be prepared and dispatched within 24 hours, on working days only.
During busy periods due to promotional offers, the preparation time of our orders may be slightly extended. We make every effort to meet the announced deadlines.

List of countries served:

EUROPE: France, Monaco, Portugal, Netherlands, Luxembourg, Italy, Ireland, Spain, Belgium, Austria, Germany, Hungary, Greece, Finland, Estonia, Denmark, Bulgaria, Latvia, Lithuania, Poland, Romania, Czech Republic, Slovakia, Slovenia, Sweden, Malta, Croatia, Cyprus
REST OF THE WORLD: Switzerland, United Kingdom, Canada, Norway, Iceland, United States (USA), Singapore, Japan, Hong Kong, South Korea, China, Serbia, Mauritius, Taiwan, Philippines, Malaysia, Israel, Nigeria, Australia

If your country is not included in the list of countries served, please contact us by email at [email protected].

Please note that shipping costs vary depending on the country of destination and the shipping method chosen. The amount will be indicated to you when you finalise your order.

Your country may require you to pay VAT or import charges for the goods ordered.
On our website, countries outside Europe do not pay VAT.
If you refuse delivery of the goods, the costs of shipping your order will be deducted from your refund.

What are the delivery times?

Delivery times vary depending on the country of destination and the delivery method chosen.

Please note: Express delivery time (as for standard delivery time) starts from the moment the order is shipped and not from the moment of payment. Orders placed before 11am have a shorter preparation time, and therefore have a shorter total delivery time.

To Metropolitan France:
– Mondial Relay: 2 to 3 working days after shipment of your order
– Colissimo: 3 working days after dispatch of your order
– Chronopost: 24 hours after shipment of your order

To the European Union:

Germany, Belgium, Netherlands, Luxembourg, Austria, Spain (except specific territories), Portugal, Ireland, Italy
– Standard Delivery: 4 to 5 working days after shipment of your order
– Express Delivery: 2 to 3 working days after shipment of your order

Denmark, Sweden, Poland, Estonia, Hungary, Latvia, Lithuania, Czech Republic, Slovakia, Slovenia
– Standard Delivery: 6 to 7 working days after your order has been shipped
– Express Delivery: 3 to 4 working days after shipment of your order

Finland, Iceland, Greece, Specific territories of Spain (Balearic Islands, Canary Islands, Ceuta, Melilla), Bulgaria, Cyprus, Croatia, Malta, Romania
– Standard Delivery: 6 to 7 working days after shipment of your order
– Express Delivery: 3 to 4 working days after dispatch of your order

To the UK and Switzerland :
– Standard Delivery: 6 to 7 working days after your order has been shipped
– Express Delivery: 3 to 4 working days after dispatch of your order

Please note that for countries outside the European Union, additional customs duties may be charged.

To the rest of the world:
– Standard Delivery: 5 to 10 working days after your order has been shipped
– Express Delivery: 3 to 4 working days after your order has been shipped.

How can I track my order?

Once we have dispatched your order, the carrier will send you an email and SMS with the tracking number so that you can follow your package.
You can also track the progress of your order in your “My account” space.

If you have any question regarding the tracking of your order, do not hesitate to contact us by email.

What happens if I’m not at home to accept the delivery?

In the email and SMS that will be sent to you by our carrier at the time of shipment, you will find a link allowing you to access more delivery options.

Can I have my order delivered to an address other than my home?

It is possible on the checkout page to choose a shipping address different from your billing address.
You just need to check the box “Ship to a different address?” and enter the desired delivery address.

What do I do if I haven’t received my order?

First, check the order status as well as the shipment tracking.
If the announced delivery times are not respected, contact us by email at [email protected].

RETURNS

Under which conditions can I make a return?

If you wish to return your order, you have 14 days from the date of delivery of the package to return the item(s).

Any return request made outside this period will be refused.

In addition, we remind you that only items returned in their original condition and packaging (unused), additional products included (laces, travel bags) and with the purchase invoice in the return package will be accepted.

Finally, it is your entire responsibility to ensure that the package is received by our team. In the event of loss or damage during transit, we will not be able to compensate you.

What is the return procedure?

To make a return request:

1- Log in to your ZESPÀ account and make sure the address is correct.
2- Click on the “request a return” tab.
3- Enter the model you wish to return and the reasons for this return.
4- Our team will get back to you to tell you the procedure to follow according to your wishes (full or partial return of your order, store credit or refund).

We inform you that all returns (store credit, refund) must imperatively follow this procedure. If not, we allow ourselves the right to refuse them.

We would like to inform you that no returns should be made to the address of our head office (88 rue de Courcelles in Paris). It is essential to wait for the return instructions from the customer service before sending us any return.

If you don’t have a ZESPÀ account:

1- Create a ZESPÀ account, making sure you use the same e-mail address as the one used to place the order
2- Once your account has been created, your order will be automatically linked to your account and you will be able to follow the returns request procedure defined above.
3- If you encounter any difficulties in creating your account, or in accessing your order once your account has been created, please contact us by e-mail at [email protected].

European Orders:

After making your return request, our team will get back to you to let you know the procedure to follow according to your wishes.

If you choose to benefit from a store credit, we will offer you the cost of returns and we will provide you with a transport voucher.

If you wish to obtain a partial or total refund of your order, the shipping costs are not refunded. In addition, please note that an amount of 10€ will be deducted from your refund as a contribution to the return costs.
Warning : We do not accept relay point returns (Mondial relay, etc…).
The funds will be credited to you, after receipt and verification of the conformity of the returned package, via the means of payment you used to order (credit card, Paypal, etc.)

In the case of payment by credit card, the refund will appear in your account after 2 to 3 working days.
In all other cases the refund will be visible on the same day.

It is your entire responsibility to ensure that the package is received by our team. In case of loss or damage during transit, we will not be able to compensate you.

Orders outside Europe:

The process is identical. Please make your return request on our site and our team will get back to you to explain the procedure to you.

Return costs are your responsibility for a refund and creation of a store credit.

Make sure you indicate “return goods” on the return slip and slide your invoice into the transparent pocket on the package.

If this procedure is not followed, your package may be blocked at customs on its return journey and, if applicable, customs fees will be charged to unblock it. We will only refund your return once you have paid these customs fees and the return package has been received by our warehouses.
Warning : We do not accept relay point returns (Mondial relay, etc…).

As part of a refund, the funds will be credited to you, after receipt and verification of the conformity of the returned package, via the means of payment you used to order (credit card, Paypal, etc.) < / br>
In the case of payment by credit card, the refund will appear in your account after 2 to 3 working days.

In all other cases the refund will be visible the same day.

It is your entire responsibility to ensure that the package is received by our team. In case of loss or damage during transit, we will not be able to compensate you.