FAQ – zkado

Frequently Asked Questions

ATTENTION : Please read our FAQ carefully before contacting us. If you cannot find the answer to your question, please send us an email to support@dominiquedru@gmail.com or by telephone at +33 07 81 14 75 58

Contact Form

Do you have a contact form?
Yes absolutely, you can contact us using the form at the bottom of this page.
Can I contact you or respond via text message?
Unfortunately no. If you have received an SMS from us, please note that it is automated and we will never receive your response. Please contact us by e-mail.

My command
What is my order number?
Your order confirmation email may have arrived in your junk mail (spam).
We therefore invite you to check your spam emails. If after checking, you cannot find the confirmation email including your order number, please contact us at the following address: support@dominiquedru@gmail.com
We will ask you to provide the following information:
– Email subject: My order number
We respond within 24 business hours.

How do I cancel my order?
You can cancel your order up to 24 hours after purchase on your Zkado store. If you are within these deadlines, do not hesitate to contact customer service at the following address:
support@dominiquedru@gmail.com
We will ask you to provide the following information:
– Email subject: Order cancellation
– Order number to cancel
Our teams will take care of canceling your order and will then issue a full refund.
In the event that you are out of time and your package has already been shipped, we cannot do anything until you receive your order, after which we can issue a refund if necessary and this, after return of the item to our warehouses.
We respond within 24 business hours.

Where is my order ?
To find out where your package is / Track your package, we invite you to go to the “Order Tracking” page and provide the following information:
– Your order number
– The email address used during the purchase
However, if you would like additional information on the status of your order, do not hesitate to contact customer service at the following address:
support@dominiquedru@gmail.com
We will ask you to provide the following information:
– Email subject: Status of my order
– Your order number
We respond within 24 business hours.

There are items missing from my order, where are they?
When you place an order that includes different products, more than one of our suppliers may be involved. In addition, and to avoid high delivery costs due to excessive delivery weight, the different items in the same order are sent separately.
It is therefore completely normal that you receive your items individually and at different times.

Where can I find my tracking number?
A shipping confirmation email containing your tracking number will be sent a few days after purchase.
However, this email may have landed in your spam folder. We invite you to check carefully before contacting customer service.
My tracking number is not working.
Your tracking number does not work directly upon receipt of the shipping confirmation email. It will be active within 7 business days.
Don’t worry, your order has been shipped and will be delivered to your home.

Delivery time

What are the delivery times ?
When you place an order in your Zkado store, it is processed by our distribution center within one business day.
Delivery takes on average 7-14 days.
In very exceptional cases (postal strike, end-of-year celebrations, etc.), this period may be a little longer. Whatever happens if your package does not arrive at its destination after 8 weeks, we will resend it to you or give you a full refund.
Rest assured, this only happens in 0.01% of cases.
If the delay seems long to you, don’t worry: your order is on its way to your home.

How to explain delivery times?
In order to offer you very advantageous prices but also to avoid significant costs while guaranteeing quality items, we work with suppliers based abroad. Our goods are therefore also located abroad. Transporting them to their destination obviously takes time. Delivery times also vary depending on your location.

Professions

How to get an exchange?
We are sorry if you had a problem with your order.
If you wish to exchange your item in order to receive it in another color, another size or another model, do not hesitate to contact our customer service at the following address:
support@dominiquedru@gmail.com
You have 30 days to return your order to our warehouses at your expense.
We will ask you to provide the following information:
– Email subject: Exchange request
– Your order number
We will respond to you within 24 business hours.

Return / Refund

How to make a return and get a refund?
We are sorry if you had a problem with your order.
If you have received a damaged or non-compliant item or are not satisfied with your order, do not hesitate to contact customer service at:
support@dominiquedru@gmail.com

We will ask you to provide the following information:

– Email subject: Return/refund request
– Your order number
We will respond to you within 24 business hours.
I made a mistake in the size or color of my item, am I entitled to a refund?
We are sorry if you had a problem with your order.
If you made a mistake in the size or color of your order, do not hesitate to contact customer service at:
support@dominiquedru@gmail.com
You have 30 days to return your order to our warehouses at your expense.

Modify My Order

Is it possible to modify my order?
You can modify your order (color, size, model) up to 24 hours after purchase on your Zkado store.
If you are within these deadlines, do not hesitate to contact customer service at the following address:
support@dominiquedru@gmail.com