FAQs
1. ORDERS & PAYMENTS
1.1 HOW TO ORDER
- Choose a product category (shoes; ankle boots; flat shoes; sandals).
- Click on the item you are interested in to enlarge the image and information about it: product details, available sizes, etc.
- Select an item and add it to your shopping cart. You can then choose to continue shopping or process your order.
- If you want to process your order, you have the option of registering or completing the purchase without registering.
- Choose a delivery method (courier or store pick-up, selecting the most convenient store).
- Select a payment method.
- Confirm your order.
- You will receive an e-mail confirming your order.
1.2. HOW DO I CHECK THE STATUS OF MY ORDER?
Go to "Orders and Returns" in your account and check the real-time status of your order.
If you placed your order without being registered on the site, go to the link sent in the order confirmation email.
Once you have completed your order, you will receive all the information on the following statuses of your order by e-mail: order confirmation; order processing / dispatch confirmation.
If your order is shipped to the address you requested, you will receive an email with the tracking number so that you can follow the delivery in real time via our shipping partner's platform.
In the case of store pick-up: the order will be available in the store within 1 to 3 working days.
If you do not receive a confirmation email to your email address, please contact Zilian Online Customer Support: zilian.online@zilian.com or +351 912 318 014 -Call national mobile network.
1.3. HOW DO I APPLY PROMOTIONAL VOUCHERS OR DISCOUNT CODES?
You can apply your voucher at the checkout of your purchases by entering the respective code.
1.4. PAYMENT METHODS
Visa, Mastercard, Paypal, Klarna, Multibanco, MB Way (with images)
Gift cards are exclusive to physical stores, so you won't be able to use them for online purchases.
If you choose the ATM reference, payment must be made within 3 days. If this is not done, your order will be automatically canceled.
1.5. WHY WAS MY CREDIT CARD REFUSED?
Your card may have expired: check your card's expiry date.
The card's limit has been reached: check with your bank that the card has not exceeded the amount allowed for your purchases.
The data you entered is not correct. Check that you have filled in all the necessary fields correctly.
1.6. HOW DO I CANCEL MY ORDER?
Once your order has been shipped, it is no longer possible to cancel it.
If you would like to cancel your order, please contact customer service by e-mail, zilian.online@zilian.com, or cell phone, +351 912 318 014 -Call national mobile network, so that we can help you as soon as possible.
2. EXCHANGES & RETURNS
At Zilian Online, if you are not satisfied, you may exchange or return the item(s) within 30 days of receiving the order. If you wish to exchange or return items, you must fill in this form (national orders), for orders outside Portugal you must fill in this form.
2.1 HOW DO I RETURN AN ITEM?
Returns can be made in one of our physical stores or by post.
To return an item, or more, you must send them to:
The item must be sent in its original box together with a copy of the original invoice. The return form that was sent with the product must be filled in with the reason for the return or the exchange request.
The box must be properly sealed so that there is no risk of loss during shipment to our warehouse.
The shipping of this item is the responsibility of the customer, who will bear the costs themselves.
2.2. HOW IS THE REFUND MADE?
Once our warehouse has confirmed that the item has been returned in the condition in which it was delivered to the Customer, Zilian will proceed with the refund operation using the same payment method as that used for your purchase. The refund will be made within a maximum of 14 working days, depending on the bank in question. If you paid for your order by ATM reference, we will request your IBAN so that we can refund the value of the item(s) by bank transfer.
2.3. WILL I RECEIVE A REFUND NOTIFICATION?
You will receive an email as soon as the refund operation has been completed.
3. SHIPPING
3.1 GENERAL INFO
- For orders of less than 100€, shipping costs of 3.95€ (three euros and ninety-five cents) will be charged.
- For Outlet items and promotional products (promotions or sales), postage will always be charged at 3.95€ (three euros and ninety-five cents).
- During the sales/promotions period, there may be a delay in processing your order. You should expect an extra 1-2 working days for your order to be dispatched.
*The prices shown are for mainland Portugal only and do not apply to the Azores and Madeira, or countries in Europe. For rates in these regions click here.
3.2 EXPRESS SHIPPING
You can opt for Express shipping services to mainland Portugal. We have BATCH shipping available:
-
Express 2-hour | Receive your order in just 2 hours! For orders placed before 12:30 p.m. for the municipality of Lisbon
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Same Day | Receive your order on the same day! For orders submitted before 12:30 p.m.
- Next day - Portugal | Next day delivery for orders submitted by 12:45 p.m. nationwide.
3.3 WHERE CAN I RECEIVE MY ORDER?
At an address specified by the customer, never in a post office box.
Pick up in store:
- Zilian Lisboa - Av. António Augusto de Aguiar 29D, Lisboa
- Zilian Chiado - Rua Garret, 112 a 118, Lisbon
3.4. HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
- SHOP PICK-UP: 1-3 working days
- STANDARD:1-3 working days
*The times mentioned do not apply to the Azores and Madeira, or countries in Europe.
3.5 STANDARD SHIPPING COSTS
- STORE PICK-UP - FREE
- STANDARD - 3,95 EUR / FREE (FOR ORDERS OVER 130 EUR)
- BATCH EXPRESS 2 HOUR - 5€
- BATCH SAME DAY - 4,5€
- BATCH NEXT DAY - 4€
- INTERNATIONAL - VARIES ACCORDING TO WEIGHT AND COUNTRY, YOU CAN CHECK HERE
3.6. HOW IS HOME DELIVERY HANDLED? AND IN STORE?
- If you have chosen home delivery, we will send you a shipping confirmation e-mail (when your order is dispatched), another with a tracking number (with a link to the carrier's website) and, finally, the carrier will contact you by SMS or e-mail to inform you of the delivery of your order.
- If you have chosen the in-store delivery option, we will notify you of the arrival of the goods by SMS message (you will have / have a period of 15 days to collect the item from the store).
3.7. I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?
If you haven't received your order, you should contact customer service by email at zilian.online@zilian.com or by calling +351 912 318 413 -Calling thenational mobile network.
3.8 IMPOSSIBILITY OF DELIVERY
If you cannot be at the place of delivery at the agreed time, please contact us so that we can arrange delivery for another day.
Please note that if the product is not delivered within the stipulated time, you may be charged for the costs of storing the products and making new delivery attempts.
4. OTHER INFORMATION
4.1. IS IT SAFE TO BUY FROM ZILIAN ONLINE?
Yes, you can shop with complete confidence, as we have put a great deal of effort into implementing the necessary resources to guarantee the security of your purchases and your data.
4.2 Do we ship to other European countries?
Through Zilian Online you can order your products to any country in the European Community.
For shipments outside of Europe, please send us the quotation request via email to zilian.online@zilian.com. Customs duties at the destination are the responsibility of the recipient and are applied by local customs.
4.3. WHAT IS MY SIZE?
To consult our size guide click here.
4.4. I RECEIVED A DEFECTIVE PRODUCT. WHAT SHOULD I DO?
- If you believe that the item you have received is not in normal or usual condition, in accordance with the terms agreed, you should contact customer service.
- We suggest that you send us an e-mail to zilian.online@zilian.com with an explanation of the situation, including photographs that make it possible to see the defect. Our team will get back to you as soon as possible.