Complaints

Tell us what went wrong

We want complaints about products, orders, delivery, payments, returns or service to be easy to raise. Send your message through the contact form and include your name, reply email, order number (if relevant), what happened, when it happened and the outcome you are seeking. Do not include complete payment-card details or account passwords.

How we handle it

1. We record your message so the right team can review it.
2. We acknowledge receipt and may ask for information needed to identify the order or investigate the issue.
3. We review the order, payment, carrier or product information relevant to the complaint.
4. We respond with our findings and proposed resolution or explain what further information is needed.

We aim to provide a substantive response within 14 days. If we need longer, we will explain the delay and give an expected response date. This service target does not restrict any statutory deadline or right.

If we cannot resolve the issue

You may pursue any dispute-resolution or consumer-protection route available to you under applicable law. ZOYA’s affiliation with a private dispute board is not represented here; check the business details and any specific notice before relying on such a scheme. Consumers in the Netherlands can find independent guidance through ACM ConsuWijzer. Mandatory court and consumer rights are unaffected.