FAQs

1. ORDERS AND PAYMENT

1.1 HOW TO ORDER

  1. Select a product category (shoes; ankle boots; ballerinas; sandals).
  2. Click on the product link you're interested in, to zoom in on the picture and information; product detail, stock, etc.
  3. Select an article and add it to you shopping bag. You may decide then to keep on shopping or go to check-out.
  4. If you decide to go to check-out, you may do so by registering or purchasing as a guest customer.
  5. Select a delivery method (by mail or nearest shop pick up).
  6. Select a payment method.
  7. Confirm your order.
  8. You will then receive an e-mail confirming your order.

1.2. HOW TO TRACK THE STATUS OF MY ORDER?

Sign in to your account and click on “Orders and Returns” to check on the real time status of your order.

If you are not registered, click on the "Order Information" link in the confirmation email sent to you to see the status of your order.

Once your order is confirmed, you will receive by e-mail all the information regarding the status of the former: confirmation, processing/ dispatching.

If you decide to have your order delivered to an address of your choice, you will receive an e-mail with a tracking number allowing you to follow it in real time, through our courier’s platform.

If you decide to have it delivered in-store, you will receive an e-mail within 1 to 3 working days, allowing you to pick it up. Please bring your ID to pick up correctly your order in store.

If you don’t receive any confirmation e-mail on your address, please contact Customer Support: zilian.online@zilian.com /+351912 318 413


1.3. HOW TO REDEEM VOUCHERS OR DISCOUNT CODES?

You can enter your voucher/discount’s code upon checking out.


1.4. PAYMENT METHOD

Visa, Mastercard, Paypal, Multibanco, MB Way

Gift cards are exclusive to stores, so you cannot apply them online.


1.5. WHY HAS MY CREDIT CARD BEEN DECLINED?

The card may have expired. Please check that it is still valid.

You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

You may have entered some information incorrectly. Check if you have filled all the required fields correctly.


1.6. HOW TO CANCEL THE ORDER?

Once an order has been dispatched it can no longer be cancelled.

If you do want to cancel it anyway for any reason, please contact Customer Service by e-mail or our mobile number as soon as possible, so we can assist you swiftly.



2. RETURNS

At Zilian Online, if you are not pleased with your order, you can return it within 30 days of the delivery date.


2.1. HOW TO RETURN AN ITEM?

Returns should be made at one of our stores or by mail.

To return an item by mail, you should send it to:

ZILIAN ONLINE

Av António Augusto de Aguiar 29D

1050-251 Lisboa

The item should be returned in its original box along with a copy of the invoice. The return sent along with the order should be filled out with the return motive.

The box should be properly sealed to avoid miscarriages during the shipment to our warehouse

The postage should be at the customer’s costs and responsibility.


2.2. HOW IS THE REFUND COMPLETED?

Upon confirmation that the item has reached our warehouse and that it meets our returns policy requirements, Zilian will process your refund. Refunds will be made by the same method of payment chosen for the order.

The processing of your refund will be made within 14 working days, depending on your bank. If the payment was made through bank transfer, will require your IBAN so we can proceed with the refund.


2.3. WILL I BE NOTIFIED OF THE REFUND?

You will receive an e-mail as soon as the refund has been processed.



3. SHIPPING

3.1. MORE INFO

  • For orders under 100€ - 3,95€ shipping costs apply.
  • For Outlet and promotional items (sales or promotions) shipping costs of 3,95€ (three euro and ninety-five cents) always apply.
  • During the sales period, the processing of your order may take longer than expected. Please allow for an extra 1 to 2 working days for your order to be dispatched.

*The values presented are applicable for Mainland Portugal and not for Azores, Madeira or Europe. To check the applicable tariffs for these regions  click here. 

3.2. WHERE CAN I RECEIVE MY ORDER?

It can be sent to an address chosen by you, except for P.O.Boxes or it can be sent to a Zilian store of your choosing.

In store pick-up:

  • Zilian Lisboa - Av. António Augusto de Aguiar 29D, Lisboa
  • Zilian Chiado - Rua Garret, 112 a 118, Lisboa

 

3.3. HOW LONG WILL MY ORDER TAKE?

*These deadlines apply only to mainland Portugal.


3.4. SHIPPING COSTS

  • IN STORE PICK-UP - FREE
  • STANDARD DELIVERY - 3,95 EUR / FREE (FOR ORDERS OVER 100 EUR)
  • INTERNATIONAL – SHIPPING VARY ACCORDING TO DESTINATION

 

3.5. HOW IS THE HOME DELIVERY PROCESS? AND IN STORE?

  • If you chose home delivery, we will send you an e-mail confirming the shipping (upon order dispatching), another e-mail with the tracking number (with a link to our courier) and, finally, the carrier will contact you through SMS or e-mail to inform you about the delivery of your order.
  • If you chose in store pick up, we will let you know your order has arrived through SMS. You will then have 15 days to collect it.

 

3.6. I DIDN´T GET MY ORDER. WHAT CAN I DO?

In case your order is not delivered, please contact our customer service through the e-mail zilian.online@zilian.com ou do número +351 912 318 413.

 

3.7. IMPOSSIBILITY OF DELIVERY 

If you cannot be present at the scheduled time, please contact us so we can arrange for the order to be delivered on another date.

Please be aware that, if the order is not delivered within the set deadline, additional costs might be applied due to item storage and new attempted deliveries.

 

 

4. OTHER INFO

 

4.1. Is it safe to buy at Zilian Online?

Yes. You can buy with us with total confidence; we place a great deal of effort making sure your orders and details are secure.

 

4.2. Do we deliver in other European countries?

Zilian Online delivers to all European Community. 

For deliveries outside of European community, please send us an e-mail to zilian.online@zilian.com. Customs duties at the destination are responsibility of the client and are values are applied by local customs.

4.3. Size Guide

To check our size guide click here.

 

4.4. I have received a faulty item. What should I do? 

  • If you should find the item you received does not meet your criteria or is faulty, please contact our customer service. We suggest sending an e-mail to zilian.online@zilian.com explaining the situation and, if possible, adding a few illustrative pictures of item in question. Our team will contact you as soon as possible.