FAQs – CKSIXUYD

My Account

How do I create a account?

To create a account simply follow these steps and you'll soon be ready to order.

Click the login icon which can be found on the top right-hand corner of your screen.
Enter your email address under 'I'm new here' and click on 'Register'. Then complete all mandatory fields.
Once you've completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, to make sure that it is correct.

To confirm your registration, click on the link provided in the email. Once your registration has been confirmed, you can login and start shopping.

How do I reset my password?

To reset your password, simply click here . Enter the email address you use for your account and click send. You'll receive an email with a link to reset your password. Click on the link in the email and you will be prompted to enter a new password.

You can then use your new password to login to your Zalando account.

Please note:

This email may take a couple of hours to reach you and could appear in your spam or junk folder.

How do I update my account information?

You can update your account information by following the steps below:

Delivery address: You can change your delivery and billing address under ‘Addresses' in your account .
Credit card: you can update your preferred Credit Card during the checkout process.
Personal data (email address, password, contact data): you can change your personal data such as your email address, password or contact data under ‘Personal details' in my account.
Fashion Preferences / items you like: You can change your Fashion Preference and items you like under ‘Recommendation preferences' in your account.

How do I request my data?

Requesting your data
If you would like to see your order history, the saved addresses for your orders, or view or adjust your liked items, please go to your account page. You will also be able to check and adjust the information that is saved for you favourite brands or your preferred sizes, and manage newsletter or mailing subscriptions in this section of the website.

If you would like to request a downloadable file of your account data that includes contact information, order history, liked items and an overview of when and how you may have contacted us, you can do so in your account . Once the file is ready, we will send it to you via email. This can take up to one month but usually you should receive your data earlier.

What information is in my data report?
Your data report will contain an overview of your account and log-in information, order overview, personalisation preferences, and liked items. It also includes information about data retention periods and third-party sharing.

What if my data file failed to download?
If you requested your file and it fails to download, it could be because the link has expired. The download link is only valid for 30 days after it is received. After this, you will need to submit a new request.

If your download link is valid but failed to download, it could be due to a network issue, a problem with your browser, or an issue on the server side. In such cases, check your internet connection or try opening it using a different device or browser. If that is unsuccessful, please submit a new request.

What format will my data come in?
The email we send you will contain two different reading formats: ZIP and HTML. The HTML file provides a user-friendly visualisation of your data that is viewable in any web browser. The ZIP file contains CSV files with your data in a machine-readable format, suitable for analysis or processing in applications like Excel.

Why is an email code needed to download my report?
When you download your report, we send a unique code to your email as an additional security step. You will need to enter this code to complete your download. This is to ensure it's you accessing your information, and to keep your personal details safe and secure.

How do I delete my user account?

You can delete your user account under ‘Request or delete data' in your account.

Please note that we can only delete your account if:
There are no open amounts due.

You do not have an order that is still within the return period.

You do not have remaining gift card balance on your account.

None of your orders are currently in shipment.

Will my Lounge by account also be deleted?
When you delete your account, your Lounge by We will also be deleted.

Can I use my account in another country?
Yes, you can use your account in another country. Just use your existing login details to access a different country's shop, and add a new billing/shipping address located in the country you're shopping from.

How can I better protect my account?

The easiest way to protect your account is by choosing a strong password. Here are a few recommendations:

Make it long. Using long passwords is critical to password strength. An 8-character password will take anywhere from a few minutes to a few weeks to crack while a 16-character password will take a minimum of 34.000 years to crack.
Use lower and upper case letters, numbers, and special characters. The password 'howstrong' would take 2 minutes to crack while it would take 3 weeks for attackers to crack the password 'H0wStr0!g'.
Do not reuse passwords. Reusing the same password for multiple accounts is dangerous as it makes you vulnerable to credential stuffing attacks, which take leaked credentials from one site/service and use them on other sites/services. It's as if you had multiple houses and used the same lock and key for all of them.
Make your passwords random . Do not include words related to your personal information in your passwords as it would give an advantage to attackers.
Use a password manager. A password manager is an application that helps you create, store, and manage unique passwords. It is the easiest and most secure way to accomplish this.

What should I know about phishing emails?

Unfortunately, email scams are a serious issue that sometimes affects us too. Known as ‘phishing attacks', in these emails fraudsters impersonate trusted entities, often using elements like a company logo and a familiar layout to deceive users into sharing sensitive information or taking harmful actions. These may for example take the form of fake order confirmation and payment reminder emails.

Please never visit any links or open any attached files in any emails that look suspicious.

Things to look out for:

Spelling errors or grammar inconsistencies: these emails are typically auto-generated or poorly translated.

The sender's address. It should match the domain of the company or entity they claim to represent.

How they address you: For instance, we always use your name (e.g ‘Hello Juan'). If it simply says "Dear user/client," be suspicious!

In addition, before clicking on any links to share any information, you can log in into the official app or website of the company or service they claim to be from and check for notifications there first.

Do you suspect scammers may have got a hold of your personal details?

We recommend that you change your password as soon as possible. To do this, go to 'Change contact data'. Please also check your access details to other important accounts (e.g. online banking) and change these if necessary.

If you have any other questions about email phishing, get in contact with us and we will be glad to help out.

Orders

How do I place an order?

Once you have decided on your selection place the desired item(s) in the shopping bag.

In your bag you will find all the items you have added. Before you click on ‘go to checkout' and proceed with payment to complete the order please check your choice of colour, size, and quantity.

Please note:
After you confirm your order you cannot change any order details.

What happens after I place my order?
You will receive a confirmation e-mail with your order number shortly after you order. You can check the status of your order under ‘my orders'.

We will also notify you by e-mail as soon as your delivery leaves our warehouse. This e-mail will also provide you with your delivery tracking number.

Can I cancel or modify my order after I placed it?

Once you have placed an order unfortunately you cannot change it.

You can cancel an order for a limited time after it's been placed. If this option shows as available to you, we recommend cancelling the order and placing a new one.

To cancel your order please click "cancel order" and confirm or go to "my orders" and cancel your order.

Please note:
You can request a cancellation only when the buttons "cancel item" or "cancel order" are active.

Cancelling an order cannot be undone, but you can always place a new order.

If you redeemed a voucher for your order, the order can only be cancelled in full.

Delivery and billing addresses cannot be changed once you have placed an order, we advise that you cancel the order and place a new one using a different address.

Individual Our Partner items cannot be cancelled. You can only cancel the Partner order in full.

Price changes

Pricing on We are based on independent internal calculation. Our product pricing is subject to change due to a variety of reasons including, but not limited to: availability, special offers, sales, and seasonal offers.

We always strive for the best possible prices. Make sure to check our regularly so you don't miss out on any bargains!

The prices of our products include VAT and you don't have to worry about this despite any possible VAT changes.

What if an item is out of stock?

If an item you want is out of stock, you can register to be notified via email when it is available again.

Just click on 'Notify me' and confirm your email address.

If the item is available again within the next 3 months, we'll send you an automatic email to let you know.

Please note:
This email does not reserve the item, so if you're still interested then it's best to act quickly in case it sells out again.

What can I do if I received an item I did not order?

We are sorry that we have sent you an item that you did not order.

Please return the item to us and note on the return slip under reason 9 that you did not order this item.

If you still want the original item, just go ahead and place a new order. If you have already paid for the item, you will receive a refund within 14 days of the return being handed over to the carrier.

What are limited items?

Limited items are particularly desirable items that are only available in small quantities.

Why can't I add this item to my bag?
We have a dedicated checkout for our most desirable or limited items, so the ‘Add to bag' button is replaced with ‘Buy now' to help you purchase your item more quickly!

Why can't I purchase this item?
We want to ensure that limited items (particularly desirable items that are only available in small quantities, for example) are available for our customers to order. For this reason, these items are protected by various technical security measures against being ordered, for example, by automated systems or commercially acting persons. Unfortunately, it cannot be ruled out that individual customers will not be able to complete the ordering process even though the security measures are not intended for them.

How do invitations for hyped items work?

How do I sign up for an invitation?
When you click on the item, you'll see a button that says ‘Sign up for an invite.' Make sure you select a colour and size before you sign up.

I got an invitation! Now what?
Congratulations! Now you can use the invitation to buy the item you wanted. Click ‘Shop now' in the email with your invite and go ahead and buy it. Remember, you can't change the colour or size of the item at this stage.

How long are invites valid for?
Invitations are typically valid for 2 hours from the time you have received them in your inbox. The validity of the invitation is clearly stated in the email with your invitation.

Why haven't I received an invitation yet?
Invites are typically limited as these items are in high demand. Once you've signed up for an invitation, you'll be in the running to get an invite for the next 7 days after the product's official release date. Invites are only sent out after the release date has been reached. If you don't get an invitation by then or the following next 7 days, we're sorry but you'll have to sign up for an invitation again when the item is back in stock.

How do I know if an item is invite-only?
You will know when an item is invite-only when you see the ‘Add to bag' button has been replaced with ‘Sign up for an invite.' Invite only items are typically in high demand and have limited stock availability.

Can I return invite-only items?
Yes, you can return invite-only items.

Can I change the size or colour after I've signed up for an invite?
Unfortunately, you cannot change the colour and size you picked after you have signed up for an invitation.

Can I sign up for multiple invitations?
Unfortunately, you can sign up for an invitation to buy an item only once. We will only consider your most recent sign-up. However, once 7 days have passed and you did not receive an invitation, you can sign up for another invitation if the product is still available .

Delivery

Where is my parcel?

To track the delivery status of your parcel, simply click on the tracking link provided in your shipment confirmation email after your parcel has been dispatched. Alternatively, you can also find this information under "My Account" on the our website.

What can I do if the tracking link is not yet live?
Please be patient, the tracking link will not be live until your package has been received by the carrier.

What if the tracking link does not update?
Please note the tracking link does not update daily. However, if the tracking link has not updated within 5-6 business days please contact our customer service.

I have received a notification that the parcel has been delivered, but I do not have it. What should I do?
Please check if the parcel was delivered to a neighbour. If this is not the case and the parcel has not been delivered to you within one week after it has been shipped, please contact our customer service through a contact channel shown below.

What delivery options are available?

Free Shipping

3~5 days

Why is my order split into several parcels?

In order to ensure that you receive your items fast we might already ship some items before the others are ready to be shipped.

Please note:
Since Partner items are shipped directly from our partners, you will receive these items in a separate package from items directly shipped by us.

We will let you know at checkout if your items will be shipped separately.

For each shipment, you will receive a separate shipment confirmation email with a tracking link.

Why did I receive different orders in one parcel?

In order to deliver your items in the quickest and most eco-friendly way we sometimes bundle different orders in one parcel. To see if your orders are bundled please check your delivery confirmation e-mail or log into your account on the our website.

How do I pay for separate orders that were bundled and delivered together?
Different orders need to be paid separately, even if they were delivered together.

To ensure that your payments are booked correctly, please add the order number of each order in the payment message field.

How do I return items from different orders?
If you want to return items from bundled orders you can pack all items in one return parcel.

What should I do if my parcel arrives in damaged packaging?

We're sorry to hear that, and hope that the items you ordered arrived intact and complete.

If the damage only affects your parcel and you would like to return something from that order, you can use any packing material for the return. Please make sure to use the return documents we provided in the parcel - with our return label, the return is always free of charge.

Please note that we cannot provide substitutes for damaged parcels.

Why was my parcel returned to the sender?

If your parcel could not be delivered, don't worry! We'll consider it returned, and refund you if you've already paid for it.

Please note:
We do not automatically reship returned orders. If you still wish to receive the items, you will need to place a new order.

Your refund may take up to 14 days from the date your parcel was returned.

How are Partner items delivered?

Our Partner items are sent to you directly by our Partners. You can see the estimated delivery date at checkout and in your order confirmation mail.

Once your parcel has been shipped you will receive a shipment confirmation email with a tracking link. Through this link you can find out the exact delivery date as soon as it is scheduled by the carrier.

Please note:
Our Partner items can only be shipped via standard delivery.

If you order multiple items from Our and our Partners, they will be sent in separate parcels.

Returns & Refunds

How can I return my order?

Can I return items from different orders together?
Yes, if you have several orders shipped by our shop you can send them back to us in one parcel. If you want to return our shop and Partner items please put them into separate parcels. Partner items are marked with “Sold by a Partner” in the order overview in your customer account.

When will I receive my refund?
You will receive your refund within 14 days after you handed over the return parcel to the carrier. Please make sure to keep the return receipt from the carrier until you have received your refund.

Which carrier can I use to return my parcel?
You can find this information on the return label. If you are using a return code you can return your parcel via Evri.

How does home collection work?
You can book a Home Collection on the Evri website.

How long is the return code valid?
Your return code is valid for 90 days. If you haven't had a chance to drop off your parcel during this time, you can find a valid code in the 'Returns' section of your account.

When will I receive my refund?

You will receive your refund within 14 days from the day you handed over the return parcel to the carrier. You will receive your refund via the payment method you selected during the order process.

How will I receive my refund?

We will refund you via the payment method you selected during the order process.

What if I paid via a gift card?
When you return goods purchased with a gift card, the refund will be added to your account and you can use it on future orders. Gift card total cannot be exchanged for cash.

Please note:
Refunds for our shop and Partner orders are made separately. Therefore you will receive your refund separately and at different times.

What if my item is damaged or defective?

We are sorry that your item has arrived damaged or defective.

Click on the "Submit a claim here" button below and provide us with all relevant information so that we can resolve your issue as soon as possible.

Do I automatically receive a replacement?
No, unfortunately it's not possible for us to send you a replacement. If you would still like the item, please just place a new order. You will find a link directly to the product in the "Orders" section of your account. If the item is sold out - click "Notify me" on the product page and we'll let you know when it's available again.

What should I do if my parcel arrives in damaged packaging?

We're sorry to hear that, and hope that the items you ordered arrived intact and complete.

Please note that we cannot provide substitutes for damaged parcels.

Why was my parcel returned to the sender?

If your parcel could not be delivered, don't worry! We'll consider it returned, and refund you if you've already paid for it.

Please note:
We do not automatically reship returned orders. If you still wish to receive the items, you will need to place a new order.

Your refund may take up to 14 days from the date your parcel was returned.

Can I return items from different orders together?

Yes, you can. If you have several orders shipped by Our Shop you can send them back to us in one parcel.

Can I return Our Shop and Partner items together?
Unfortunately this is not possible. Partner items need to be returned directly to the partner. Please return Our Shop and Partner items in separate parcels. Partner items are marked with “Sold by a Partner” in the order overview in your customer account.

Can I exchange an item?

Unfortunately, we don't offer exchanges, only refunds.

With our free return policy you have 100 days from the date of delivery to return your unused items.

You can return your original order for a full refund and place a new order.

What is your return policy?

You can return unused items within 100 days free of charge.

All returned items must be in their original condition (unworn and with the labels still attached) for a return to be accepted. Trying on an item doesn't count as it being worn.

How do I return items with a return label?

You can find the return label attached to the delivery slip. Attach the return label on the return parcel and drop off the parcel at the carrier.

If you do not have a return label, you can create one under “Returns” in your account. If this option is not available, please contact our customer service and we will provide you with one.

How do I find the QR code or the return label I generated?

You can find the QR code and the return label under “Your Returns” in your account.

What can I do if I received an item I did not order?

We are sorry that we have sent you an item that you did not order.

Please return the item to us and note on the return slip under reason 9 that you did not order this item.

Why did I receive an email about an item recall?

We would like to inform you that we have to recall an item that you purchased

It is our top priority to make sure that you only receive high quality goods when you shop on our shop and we are very sorry for the inconvenience caused. Should an item not meet our quality standards for any reason, we will proactively send an email in which we inform our customers about this.

Depending on the item or quality defect, we might ask you to return the item to us. We will also let you know should a return exceptionally not be required.

What should I do if I am asked to return the item?
Our email to you will contain all relevant information. Please make sure to read the instructions in the email carefully, as the return and refund process for recalled items is different from the usual return process at our shop.

If we ask you to return the item, our email will have a link to create a return label which is different from the return label that you received with your order. Please use the new label for returning the recalled item and send it back to us. Please also send the affected item back separately from any other items.

Will I be refunded for the recalled item?
You will of course be fully refunded for the recalled item. If there is no other information in our email, this will happen as soon as we have received your return.

Depending on the payment method or how long ago you purchased the item, we might ask you to reach out to our customer care via our usual contact channels.

Payments

What are my payment options?

We support the following payment methods:

Credit Card

PayPal

Gift Card

Why is my preferred payment method not available?

We're sorry if your favourite payment method isn't available for your order.

With some payment methods, especially with invoice payments, we take the financial risk to provide you with a try before you buy service. This is why we risk check each transaction to ensure security for you and for us.

Some situations can influence the payment methods availability. For instance, if delivery address and billing address do not match because of typos, changes of address, family name or if you chose a Pick up Point for your delivery. Another reason might be if you still have some open invoices with us. Even If you've already transferred the money or made a return, it is possible that we haven't processed it yet.

However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms & Conditions).

Our Customer Care team has no way of changing the payment methods offered to you at checkout and we are unable to find out exactly why a payment method is not being offered.

If your favourite payment method is unavailable, we're sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.

How do I get a copy of my invoice?

Below you can download invoices for your recent Our Shop orders and some of the Partner orders. If you have just placed your order, please wait until the parcels have shipped for the invoices to become available. If your order hasn't been shipped yet, it will not appear on the list below.

Your order isn't clickable?
Invoices for most Partner items and gift vouchers can't be downloaded here. In this case, you can contact our Customer Care team for a copy of the invoice. Please specify the order number in your request.

How do I pay by Credit Card?

You can pay by credit card using the following providers:

MasterCard

Visa

American Express

Maestro

Please note:
You may see a pre-authorisation amount on your credit card, however your card will not be charged until your order is dispatched.

If you return an item you will be refunded to the original payment method.

If your order is cancelled you might still see the pre authorisation amount on your credit card statement. Depending on your bank, this may take up to 30 days to be released.

How do I pay by PayPal?

If you choose to pay via PayPal, you will be redirected directly to PayPal at the end of the ordering process.

Please note:
If you return an item or if your order was cancelled, you will be refunded to your PayPal account. You can define in your PayPal account whether the amount should be forwarded to your bank account.

If your PayPal account is closed, we reserve the right to refund you to your bank account. It is not possible to choose a different PayPal account for the refund.

Online card payment with 3D Secure

uropean regulations are changing to make online card payment more secure for you. For orders placed after January 1st 2021, you may be asked to authenticate your payment through a 3D secure process. This will be branded according to the type of card you're paying with, for example, Visa Secure, Mastercard Identity Check or American Express SafeKey.

What do I need to do?
If you haven't already, you will need to register your payment card for 3D Secure. Most banks usually provide a way to enrol your card online, so check the website of your bank for more information.If you have previously registered for 3D Secure, or have used this feature before, you will not need to register again. However, your bank may have defined an entirely new process to improve your payment experience. Some banks have designed a new smartphone application specifically for this purpose. Please get in touch with your bank for more information.To make sure you can pay for your next order easily and securely, we recommend that you activate 3D Secure before you place your next online order.

What will change?
You may have been asked to authenticate with 3D Secure when paying online before, however with the new regulation comes a new process, offering better security and easier ways to authenticate.