FAQ

Ordering & Payment

Can I cancel my order?

Once an order is placed, it cannot be cancelled. Please make sure all details are correct before completing your purchase.
Can I modify my order after placing it?

Unfortunately, we're unable to make changes to an order once it has been placed. This includes changes to size, color, or shipping address.
Which payment methods do you accept?

We accept credit/debit card, iDEAL/Wero, Bancontact, PayPal, and Klarna.
What should I do if my payment didn't go through?

If your payment failed, please double-check your details and try again. If the issue persists, try a different payment method or contact your bank. You can also reach us at customerservice@zhyro.co.

Shipping & Delivery

How long does it take for my order to be processed?

All orders are processed within 1–2 business days before being shipped.
How long does shipping take?

Delivery times depend on your location. For full details, visit our Shipping Policy.
How much does shipping cost?

Shipping costs depend on your location. For full details, visit our Shipping Policy.
Do you ship worldwide?

Yes, we ship worldwide. Shipping costs and delivery times are calculated at checkout based on your destination.
Which couriers do you use?

All orders are shipped with DHL or UPS.
Can I track my order?

Yes. Once your order ships, you'll receive a separate email with your tracking information.
Will my order be subject to customs fees?

Orders shipped to the United States may be subject to customs fees on orders over €150. For the rest of the world, additional duties or taxes are the buyer's responsibility and are not included in the order total. International shipments may also be subject to customs processing, which could add extra time to your delivery.

For full details, visit our Shipping Policy.

Returns & exchanges

What is your return policy?

We have a 14-day return policy. You have 14 days after receiving your item to request a return. Items must be unworn, unused, with tags attached, and in their original packaging. You'll also need your receipt or proof of purchase. Please note that all orders outside the European Union are final, we are unable to accept returns or process refunds for non-EU orders.

For full details, visit our Refund Policy.
Which items cannot be returned?

The following items are non-returnable: sale items, gift cards, perishable goods, custom or personalized products, and personal care goods. If you're unsure whether your item is eligible, contact us at customerservice@zhyro.co.
How do I start a return?
  1. Visit zhyro.returnista.com to register your return
  2. Log in with your email address and order number
  3. Specify the item and select a reason for your return
  4. Select your preferred carrier and pay for return shipping
  5. Download and print your return label, pack your items, attach the label, and hand it over to your carrier
How do exchanges work?

We don't process direct exchanges. The fastest way to get the item you want is to return your original item and place a new order once your return has been accepted. For more information, visit our Refund Policy.
How long does it take to receive my refund?

Once we receive your return, we will inspect it and notify you whether it has been approved. Returns are processed within 30 days of arrival at our distribution center. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund. If more than 15 business days have passed since your return was approved, please contact us at customerservice@zhyro.co.

Products & Sizing

How do I find my size?

Every product page includes a detailed size guide. We recommend checking it before ordering, as sizing may vary between products.
How do I care for my products?

Care instructions can be found on the label of each product. Please follow them carefully to keep your items in the best condition.

Discounts & Gift Cards

Can I use more than one discount code?

Only one discount code can be applied per order.
Why isn't my discount code working?

Make sure the code hasn't expired and that it applies to the items in your cart. Some codes may exclude sale items or have a minimum order value. If you're still having trouble, contact us at customerservice@zhyro.co.
Where can I use a gift card?

Gift cards can be used both online and in any of our physical stores.
What if I don't use the full gift card balance?

Your remaining balance stays on the card and can be used for future purchases. Please note that gift cards cannot be returned or refunded.

Pre-orders

What is a pre-order?

Pre-orders are available occasionally for special or limited releases. By pre-ordering, you secure your item before it officially launches.
When will my pre-order be delivered?

The estimated delivery date is listed on the product page at the time of ordering. We'll keep you updated by email if anything changes.
Can I cancel or modify a pre-order?

Pre-orders follow the same policy as regular orders — they cannot be cancelled or modified once placed.

Defects & Damaged Items

What should I do if I receive a damaged or defective item?

Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at customerservice@zhyro.co with your order number and clear photos of the issue. We'll evaluate the situation and work to make it right.

Still have questions? Reach out to us via our contact form or email us at customerservice@zhyro.co — we're happy to help.