❓ Frequently Asked Questions (FAQ)

Last updated: July, 2026

Welcome to the ZALCEN Help Center. We've compiled the most common questions to help you shop with confidence.

🌍 1. Shipping & Delivery

• Which countries do you ship to? We ship worldwide.
• What is the average delivery time? Orders are dispatched within 1–3 business days and typically arrive within 8–15 business days after dispatch. Customs procedures or peak seasons may cause slight delays.
• Do you offer free shipping? Yes — we offer free shipping on all orders, with no minimum purchase required.
• How can I track my order? Once dispatched, you'll receive an email with a tracking link. You can also track your order on our Track My Order page.

🛒 2. Orders & Modifications

• Can I change my shipping address? If your order hasn't been dispatched yet, we can update it. Contact us as soon as possible at contact@zalcen.com.
• Can I cancel my order? Cancellations are accepted within 12 hours of purchase. After that, your order has likely entered processing and may not be able to be stopped.
• What if I refuse the package on delivery? Refusing delivery isn't a valid return method. To be eligible for a refund, please accept the package and follow our Returns & Exchanges process.

👔 3. Products & Sizing

• How do I choose the right size? Each product page includes a Size Guide. We recommend measuring a similar item you already own for the best fit.
• Where do your products come from? ZALCEN is a curated menswear store. We select apparel, footwear, watches, and accessories from a range of manufacturers, and orders are dispatched from our international fulfillment centers.
• Do you offer gift wrapping? Not at this time, but all items are securely packaged to arrive in good condition.

💸 4. Payments & Billing

• Which payment methods do you accept? We accept major credit and debit cards (Visa, Mastercard, American Express), plus options like Apple Pay and Google Pay, processed securely via Shopify Payments' encrypted checkout.
• In which currency will I be charged? Prices are displayed in Euros (€). If your card uses another currency, your bank may apply its own conversion.
• Will I face customs or import fees? Depending on the destination country, local import duties or taxes may be charged on arrival. Where applicable, these are determined by local authorities and are the recipient's responsibility unless collected at checkout.

🔁 5. Returns & Support

• What is your return policy? You have 14 days from delivery to request a return. Items must be unworn, unwashed, and in original packaging. Full details are in our Returns, Refunds & Exchanges Policy.
• How do I contact support? Email us at contact@zalcen.com — we typically respond within 1–2 business days (Monday to Friday).