Unfortunately, we are unable to cancel or amend orders once it has been paid for as they are automatically processed for dispatch. You can return your order once received, to arrange this please get in touch using the contact button below.
Should there be a pre-order item in your order, it will be held until all items are ready for dispatch, ensuring that you receive the complete order in a single shipment. Orders containing a pre-order item will receive an estimated delivery date message during the checkout process and on the product page.
For a speedy search, simply input the desired product type into the text field located at the top of our website. Addtionally, you can use the filter choices available at the top of the search bar , allowing you to narrow down results by category, lashes, brows, hair or eyecare streamlining your online shopping experience!
Once you have placed an order, we will send you your confirmation to the email address you provided at the checkout. If for some reason, you didn't receive this email and have also checked your junk folder, contact us, please provide your order number and full address within your email so the customer care team can locate your order details.
During the checkout process, you can enter the code by clicking 'Discount Code or Gift Card.' Be sure to input your discount code, and then click 'Apply' to ensure the discount is reflected on your order before finalising your payment. Please note that only one coupon can be used per order and coupon codes do not work on subscription orders or any other offers as they're already discounted.
We accept all major credit and debit cards such as Visa, Maestro, MasterCard, Discover and JCB. You can also pay using PayPal, Apple Pay or by using 'Pay Later' options such as Klarna, Afterpay, ClearPay, Klarna and PayPal's pay later option. Please note these are available to selected countries, options for your specific country will appear at checkout after selecting shipping country. We work with the pre-order method, once your order is approved we send you a payment link. Please be aware that if a subscription order is being placed, only card payments will be accepted.
I'm afraid only one discount code can be used per order. Kindly note that since our subscriptions and bundles receive automatic discounts, the use of an additional discount codes is not possible.
Zertor is committed to ensuring the security and privacy of our customers. We employ industry-standard security measures to safeguard your personal information and provide a secure online shopping environment. Our website uses encryption protocols, secure payment gateways, and other security features to protect your data during transactions. You can shop with confidence, knowing that we take the necessary steps to secure your information and create a safe browsing experience
Shipping Delays Notice BLACK FRIDAY AND PEAK DELIVERY TIMES Free Delivery option For peak shopping periods in November and December, delivery times may face delays. During Black Friday and the month of December, it may take up to 72 business hours for your order to be dispatched. We apologise for any inconvenience this may cause, we are trying our absolute best to ensure that everyone gets their order as soon as possible. Express Shipping If you would like a guaranteed delivery day we recommend that you select Express Shipping at checkout. Please note delivery times are calculated from dispatch date, not the date of order placement. Christmas and New Year Please note that our warehouse will be closed, and no shipments will be processed between December 24th until December 31st 2024. For guaranteed delivery by Christmas Day, we ask that you place your order by: UK Free Shipping - 18th December Express Shipping - 20th December US Free Shipping - 5th December Express Shipping - 19th December Rest Of World Free Shipping - 9th December Express Shipping - 16th December Warehouse Closures Please note that our warehouse will be closed, and no shipments will be processed between December 24th until December 31st 2024.
When your order is shipped you will receive a tracking update via email to the email address used at the time of the order. If you are having trouble finding the tracking details, please contact us, you can find our contact details.
Unfortunately, we are unable to cancel or amend orders once it has been paid for as they are automatically processed for dispatch. However, If an incorrect address has been used, please contact us as soon as possible using the contact button below and selecting "I need to amend my order". Within your message please include your order number and full updated address. Please be aware that we cannot guarantee a change of address. Nevertheless, we will make every effort to assist in these situations!
We typically use Royal Mail for all orders within the UK, using any of the shipping methods. If your order is being delivered outside the UK and if you have selected FREE delivery then your package will be handled and delivered by your national postal service once it has arrived in your country. For all orders using the express delivery service outside of the UK, you will receive a notification specifying the courier responsible for delivering your order once it has been shipped.
From 2nd of Feb 2021: All orders to EU addresses will be delivered with all duties and taxes paid by us. No additional custom fees will apply when you receive your package, it's all included in the price. Important: For your order to be processed correctly with delivered duty paid (DDP), please make sure the correct SHIPPING country is selected. If you do not select the correct shipping to country in the top right-hand corner then your order will not be processed through the correct system and there may be additional fees for you to upon delivery.
Returned to Sender: Shipping Policy Zertor’s policy regarding orders returned to us due to incorrect or incomplete address input by the customer is as follows: Non-Refundable Shipping Fee: Orders returned to Zertor as undeliverable due to customer-provided incorrect addresses will not qualify for a shipping fee refund. Customer Responsibility: Customers are responsible for ensuring the accuracy of the shipping address provided during the ordering process. Zertor bears no liability for returned orders due to an incorrect, invalid address or non-collection of an order. Address Confirmation: Before finalising an order, customers are advised to meticulously review and confirm the accuracy of the shipping address entered. Zertor will not be accountable for any delays caused by providing an incorrect address. Redelivery and Refund Charges: When orders are returned to Zertor, a reshipping fee will apply. If a refund is requested for a return due to an invalid address, failed delivery attempts, or uncollected orders, the charge will be deducted from the refund amount. By placing an order with Zertor, customers acknowledge and consent to adhere to the terms outlined in this "Returned to Sender: Shipping Policy." Please contact our customer care team if you have any questions or concerns regarding our shipping policies.
Unfortunately, at this time, we do not offer exchanges for any of our products. If you would like to exchange a product, we recommend that you first make a return and then purchase and place a new order. This will ensure that you receive your desired item as quickly as possible.
Setting up an account with Zertor is easy—simply navigate to the account section by clicking on the account icon located in the top left corner of our site. Once selected, you'll find the button to create an account. Once you've registered, you'll receive an email to confirm your email address and activate your Zertor account. Your all set and ready to start your Zertor journey.
Our team is dedicated to ensuring the accuracy of your order, but occasional errors, including those related to factors beyond our control, such as shipping and handling, may occur. If you believe there is an issue with your order, please see some information below that you may find helpful and the information required from you so our customer care team can make things right. My Item has arrived damaged: Kindly use the contact form and share the details of your inquiry. We understand that your situation is unique, and providing as much information as possible will help expedite the investigation process. To address your concerns promptly, we kindly request photos of the damaged item(s) as well as images of both the inner and outer delivery packaging. Your cooperation with these details ensures that we can swiftly work towards a resolution. I'm missing an item from my order: We apologise for any inconvenience caused if you've discovered a missing item in your order. Kindly notify our customer care team within 14 working days of receiving your order to report any missing items. When reaching out, please attach images of the wrong or missing item(s) along with the packaging and invoice to assist us in resolving your issue promptly. Your cooperation in providing these visuals is essential for a swift resolution. I think I have a faulty item: Please share as much information as possible, including a video illustrating the issue you are facing so the customer care team can best advise you. For all enquiries, please provide your full name, full email address as well as your complete billing and shipping addresses Important: Kindly report any issues within 14 days of delivery. Unfortunately, if concerns are brought to our attention beyond this timeframe, we may not be able to conduct a thorough investigation and provide a resolution. Please refrain from discarding any item(s), packaging or invoices until our team has responded. We may need to conduct further examinations or investigations.
Your satisfaction is our top priority. However, if you do need to make a return you’re welcome to return your order within 14 days of receipt. As we care about everyone’s health and hygiene, the product(s) must be unused in sealed packaging and resalable condition. The cost of returning the order will have to be covered by you as customer. We do not accept returns due to sensitivities experienced by the customer. Like with any other cosmetic product some users can be sensitive to one or more ingredients. Please note that return requests beyond the 14-day window will not be accepted.
If you have forgotten your password enter your email and click "submit" to reset it.
No, but by setting up an account, you will have access to order history, manage your subscription, address book aswell as keep track of your super rewards. You will also be added to our email list for exclusive discounts and offers.
Contact us
Still need help? Drop us a message.
