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CUSTOMER CARE

If you need assistance, please do not hesitate to get in touch with our customer care team.

We look forward to helping you with your query.

Frequently Asked Questions (FAQ)

COVID-19 Situation


    Please note that the situation regarding the Coronavirus “COVID-19” has our full attention and we are prioritizing the safety of our customers and employees.

    As a result, our boutiques are temporary closed and made to measure appointments, boutique appointments, and in-store services have been suspended. However, our online store Zegna.com remains open.

    Please pardon any potential shipping delays and note at this time returns will only be possible using the prepaid return label included in your package.

PRODUCTS & ORDERS


    How can I find this product?

    You can locate a particular product by:

    1. Clicking on the search icon and entering the product description.

    2. Clicking on the galleries found at the top of the website and filtering from there: 

    Gifts, Ready to Wear etc. 

    3. Contacting our team for further assistance using the following link: www.zegna.com/cz-en/customer-care/contact-us

     

    How can I find sizing information for my country?

    You can find an international sizing guide using the following link: 
    www.zegna.com/cz-en/customer-care/size-charts

    The Zegna website will show sizes specific to your region (e.g. US 38), however, all delivered products will have  the equivalent Italian size  (e.g. IT 48) on the garment's label.

     

    Where is my order?

    A confirmation email containing your order details and number will be sent to you once your order has been placed.

    Please allow between 24-48 hours for our team to prepare your order.

    You can check the status of your order by visiting "My orders" on your Zegna account to view your order and delivery status.

    Once your order is ready to be shipped, an email with tracking information will be sent to you.

    If you haven't received your dispatch email, please first check your junk folder. If you're still unable to locate your dispatch email, your order may not yet ready to ship. 

    If you haven't received your order within the specified delivery period please contact our team using the following link: www.zegna.com/cz-en/customer-care/contact-us

     

    Why was my order cancelled?

    During peak periods, such as our sale periods, there may be limited availability of stock. A portion of your order or the entire order may be cancelled because of this.

    Our banking security systems and fraud check protocols can stop a transaction for a wide variety of reasons, from a card being damaged to the security of an internet connection.

    Please be assured we do not capture any funds until the order is shipped.

    In these instances an email will be sent by our customer service team to notify you of any changes to your order.

     

    Can I cancel or edit my order details?

    Once an order is placed, our team works quickly to get your order ready and shipped. Because of this we are not able to accommodate cancellations or changes to your order. This includes changes to items and shipping details. If you change your mind, you are entitled to return your order. Full return details can be viewed using the following link: www.zegna.com/cz-en/customer-care/returns-refunds

     

    My product is faulty, what can I do?

    We would recommend visiting your closest Zegna Boutique so that our experienced team members can review your product.

    Alternatively, you can contact our team using the following link: www.zegna.com/cz-en/customer-care/contact-us. Please ensure you have the following information to hand: 

    • A photo of showing the item in its entirety and a photo showing the specific issue
    • The item's product code
    • The item's proof of purchase, if available. Alternatively, the location and date of the purchase if this is unavailable.
    • Your current address and phone number

PAYMENTS


    How can I pay for my order?

    A confirmation email containing your order details and number will be sent to you once your order has been placed.

    Please allow between 24-48 hours for our team to prepare your order.

    You can check the status of your order by visiting "My orders" on your Zegna account to view your order and delivery status.

    Once your order is ready to be shipped, an email with tracking information will be sent to you.

    If you haven't received your dispatch email, please first check your junk folder. If you're still unable to locate your dispatch email, your order may not yet ready to ship. 

    If you haven't received your order within the specified delivery period please contact our team using the following link: www.zegna.com/cz-en/customer-care/contact-us

     

    How can I fix an error (payment, technical, checkout) when trying to place an order?

    If you are having difficulties placing an order online, we recommend contacting your bank directly to verify if this is due to an issue with your selected payment method.

    If your payment provider has verified this is not the issue, please attempt one or more of the following steps:

    • Use an alternative payment method, such as PayPal
    • Delete your brower's history and cookies,  then refresh the page
    • Repeat the entire purchase process using a different browser (Google, Chrome, Mozilla Firefox, or Safari) and, if possible, from a laptop or desktop computer


    Other reasons for the issue could be related to the address details input. Please ensure you only use standard characters. Do not use symbols or punctuation in the address.

     

    Has my order placed using PayPal been successful?

    If you have placed an order using PayPal, please allow time for PayPal to redirect the page to www.zegna.com before closing any browser windows so that the transaction can be completed.

    If you have received confirmation from PayPal, but have not received your Zegna order confirmation, please contact our customer care team with your PayPal confirmation using the following link: www.zegna.com/cz-en/customer-care/returns-refunds

SHIPPING INFORMATION

RETURNS & REFUNDS


    How do I return my online order?

    We will collect returns from your home, work, or another address for free.

    To process a return, please follow these simple steps:

    1. Make sure the products have not been used, worn, washed, altered or damaged and that the identification tag with the disposable seal is still attached.

    2. Returned items must be accompanied by both a completed return form and the original receipt included in the order sent to you.

    3. Prepare the package and stick the pre-paid shipping label on top of the box's previous delivery information. This pre-paid shipping label has been included with your original order.

    4. Please contact the courier using the information included with your order to set-up a collection for your return.

    The products can be also returned to a Zegna Boutique where available in your country.

    For complete information on returns please follow this link: www.zegna.com/cz-en/customer-care/returns-refunds

     

    How long does it take for Zegna to process my return?

    All returned products will be checked by Ermenegildo Zegna within five (5) working days from the time we receive your parcel. We will send you an email confirming acceptance of the returned products and the refund due to you. In the case of a denied return, our customer care team  will notify you of the reason and the package will be returned to you. 

    Please note that various payment providers have different processing times for refunds and it may take a number of working days for your refund to be processed back to your original form of payment.

ACCOUNT & PRIVACY


    How do I create an account?

    To create a Zegna account please fuse the following link: 
    www.zegna.com/cz-en/customer-care/checkout/login

    If you already have an Zegna account and cannot remember your password,  please press "Forgot your password?" underneath the login details to reset your password.

    Check your inbox and click the password reset link in the email.


    How do I change my contact preferences?

    Your contact preferences can be changed by logging into your Zegna account and selecting 'My Profile' then 'Contact Preferences' from the navigation. This can also be done using the following link: www.zegna.com/cz-en/my-account/details/contact-information

     

    What is Zegna's privacy policy?

    For more information about Zegna's privacy policy please use the following link: www.zegna.com/cz-en/legal/privacy-policy

CORPORATE INFORMATION


    How do I apply for a position within Zegna?

    To view current career opportunities at Zegna or to send us a copy of your CV, please visit our careers site for full details: http://careers.zegna.com/

    Please note that we are only able to accept applications through our online portal.