Free delivery in Europe with DHL EXPRESS *
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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.

By creating a Zespà account, you can have access to the Outlet and enjoy its reduced prices.

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.
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 recognised and processed?

 Your order will be taken account the day +1  (business day) from you place your order.

Can I change or cancel my order?

You cannot change the content of a confirmed order but you can withdraw within 14 days of receiving the articles. For further information about your right of withdrawal, please refer to the model set out in our general terms and conditions of sale. Once you have cancelled your order, you may place a new order.

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 register and also in the “delivery prices” table in the DELIVERY tab.

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 computer error.

How can I find out where the nearest Zespa retailers are located?

If ever a model is not available on our website, you can check the list of our retailers at any time by clicking on “Store locator” and entering the address of your choice.

If you are not fully happy with the goods you have bougth at a retailer, we invit you to contact the retailer and take note of their after sale services. 

 

PAYMENT

What are the different means of payment available on ZESPA?

You may pay for your purchases using one of the payment methods below:
– Bank card: Carte Bleue, VISA, MasterCard, Maestro
– PayPal account

If you have chosen to pay by bank card, enter your card number, expiry date and visual cryptogram, which you’ll find on the back of your card.

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 handled by premium service DHL EXPRESS in the whole world.

On working days all orders are shipped whitin 24 hours. Else orders are shipped the next possible working day.
* In Europe shipping is free on all orders over 150€. Else it is charged 5€.
In Switzerland shipping is charged 10€. In the rest of the world shipping is charged 20€.

List of countries available for shipping :

EUROPE : France, Monaco, United Kingdom, 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: Canada, Norvège, Islande, Etats-Unis (USA), Singapour, Japon, Hong Kong, Corée du Sud, Chine, Philippines, Nigeria, Australie

If your country does not show up on this list please contact us at bonjour@zespa.fr.

How long before my order is dispatched?

The order is sent to our logistics team as soon as it is confirmed. We then hand the package over to the carrier so that you can receive your goods as soon as possible. All orders received will be prepared and dispatched within 24 hours, working day only.
During periods of high attendance because of promotional offers, the preparaton time of our orders may be slightly extended. We make every effort to honor the announced deadlines.

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.
You will then be able to change the delivery address, change the delivery window, or have your package delivered to a DHL partner relay point.
In the event of absence at the time of delivery, the carrier will make another attempt on the following working day.

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.

Also, 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 have access to more delivery options.
You will then be able to change the delivery address, change the delivery window, or have your package delivered to a DHL partner relay point.

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 bonjour@zespa.fr.

 

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).

The return period will be exceptionally extended until January 4, 2021 for all orders placed between December 1 and December 15, 2020.

First of all, we invite you to make your return request directly in your account page. Our team will get back to you to let you know the procedure to follow according to your wishes (full or partial return of your order, exchange, credit or refund).
We inform you that returns (exchange, credit note, refund) must imperatively follow this procedure. If not, we allow ourselves the right to refuse them.

In addition, we remind you that only items returned in their original condition and packaging (unused) 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.

How to make my return request?

We invite you to make your return request directly on your customer account. Our team will get back to you to let you know the procedure to follow according to your wishes (full or partial return of your order, exchange, credit or refund).
We inform you that returns (exchange, credit note, refund) must imperatively follow this procedure. If not, we allow ourselves the right to refuse them.

How long do I have to return an item?

You have 14 days from the date of delivery of the package to return the item (s) concerned.

The return period will be exceptionally extended until January 4, 2021 for any order placed between December 1 and December 15, 2020.

What is the return procedure?

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 exchange part or all of your order, or if you wish to benefit from a usable credit note on our site, we will offer you the cost of returns and we will provide you with a return label. Return costs are our responsibility only for the first exchange of an order.

If you wish to obtain a partial or total refund of your order, the return costs are at your expense. 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 during the following day.

Orders outside Europe:

The process is the same as above. Please make your return request on our site and our team will get back to you to let you know the procedure.

If you wish to benefit from an exchange or a credit note valid on our site, we will offer you the return costs and we will provide you with a return label. Return costs are our responsibility only for the first exchange of an order.
On your side, make sure to slip your invoice into the transparent sleeve on the package.

If you wish to obtain a partial or total refund of your order, the return costs are at your expense. 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.)

However, the following procedure must be followed:
– Indicate when creating your return label that it is a return of goods by entering “RETURN SHOES” in the content description of the parcel.
– Slide the purchase invoice into the transparent sleeve on the package

If this procedure is not strictly followed, your package may be blocked at customs on its return trip 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.

After receipt and verification of the conformity of the returned package, the funds will be credited to you 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 during the following day.

 

 

 

FAQ

ORDERS

1. 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.

2. 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.
8. You are then redirected to the secure payment platform to make your payment.
Finally, you’ll receive an email to confirm your order.

3. 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”.

4. When is my order recognised and processed?

Orders placed before 6am (French time) are sent for preparation that day.

5. Can I change or cancel my order?

You cannot change the content of a confirmed order but you can withdraw within 14 days of receiving the articles. For further information about your right of withdrawal, please refer to the model set out in our general terms and conditions of sale. Once you have cancelled your order, you may place a new order.

6. 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 certain other countries worldwide. You’ll find a list of countries to which we deliver when you register and also in the “delivery prices” table in the DELIVERY tab.

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.

7. How can I check whether a product is available?

The products shown on ZESPA correspond to our available stock. Only the available sizes are offered. 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 computer error.

8. How can I find out where the nearest Zespa retailers are located?

If ever a model is not available on our website, you can check the list of our retailers at any time by clicking on “Retailers” and entering the address of your choice.

PAYMENT

1. What are the different means of payment available on ZESPA?

You may pay for your purchases using one of the payment methods below:
– Bank card: Carte Bleue, VISA, MasterCard, Maestro
– PayPal account

If you have chosen to pay by bank card, enter your card number, expiry date and visual cryptogram, which you’ll find on the back of your card.

2. 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


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

Delivery is handled by premium service DHL EXPRESS in the whole world.

On working days all orders are shipped whitin 24 hours. Else orders are shipped the next possible working day.
* In Europe shipping is free on all orders over 150€. Else it is charged 5€.
In Switzerland shipping is charged 10€. In the rest of the world shipping is charged 20€.

List of countries available for shipping :

EUROPE : France, Monaco, United Kingdom, 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: Canada, Norvège, Islande, Etats-Unis (USA), Singapour, Japon, Hong Kong, Corée du Sud, Chine, Philippines, Nigeria, Australie

If your country does not show up on this list please contact us at bonjour@zespa.fr.

2. How long before my order is dispatched?

The order is sent to our logistics team as soon as it is confirmed. We then hand the package over to the carrier so that you can receive your goods as soon as possible. All orders received will be prepared and dispatched within 24 hours, working day only.
During periods of high attendance because of promotional offers, the preparaton time of our orders may be slightly extended. We make every effort to honor the announced deadlines.

3. 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.

4. 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.
You will then be able to change the delivery address, change the delivery window, or have your package delivered to a DHL partner relay point.
In the event of absence at the time of delivery, the carrier will make another attempt on the following working day.

5. 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.

Also, 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 have access to more delivery options.
You will then be able to change the delivery address, change the delivery window, or have your package delivered to a DHL partner relay point.

6. 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 bonjour@zespa.fr.

RETURN

1. 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).

The return period will be exceptionally extended until January 4, 2021 for all orders placed between December 1 and December 15, 2020.

First of all, we invite you to make your return request directly in your account page. Our team will get back to you to let you know the procedure to follow according to your wishes (full or partial return of your order, exchange, credit or refund).
We inform you that returns (exchange, credit note, refund) must imperatively follow this procedure. If not, we allow ourselves the right to refuse them.

In addition, we remind you that only items returned in their original condition and packaging (unused) 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.

2. How to make my return request?

We invite you to make your return request directly on your customer account. Our team will get back to you to let you know the procedure to follow according to your wishes (full or partial return of your order, exchange, credit or refund).
We inform you that returns (exchange, credit note, refund) must imperatively follow this procedure. If not, we allow ourselves the right to refuse them.

3. How long do I have to return an item?

You have 14 days from the date of delivery of the package to return the item (s) concerned.

The return period will be exceptionally extended until January 4, 2021 for any order placed between December 1 and December 15, 2020.

4. What is the return procedure?

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 exchange part or all of your order, or if you wish to benefit from a usable credit note on our site, we will offer you the cost of returns and we will provide you with a return label. Return costs are our responsibility only for the first exchange of an order.

If you wish to obtain a partial or total refund of your order, the return costs are at your expense. 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 during the following day.

Orders outside Europe:

The process is the same as above. Please make your return request on our site and our team will get back to you to let you know the procedure.

If you wish to benefit from an exchange or a credit note valid on our site, we will offer you the return costs and we will provide you with a return label. Return costs are our responsibility only for the first exchange of an order.
On your side, make sure to slip your invoice into the transparent sleeve on the package.

If you wish to obtain a partial or total refund of your order, the return costs are at your expense. 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.)

However, the following procedure must be followed:
– Indicate when creating your return label that it is a return of goods by entering “RETURN SHOES” in the content description of the parcel.
– Slide the purchase invoice into the transparent sleeve on the package

If this procedure is not strictly followed, your package may be blocked at customs on its return trip 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.

After receipt and verification of the conformity of the returned package, the funds will be credited to you 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 during the following day.

 

 

 

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