Orders & Shipping
The Online Store policy and processes
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The Online Store policy and processes
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Our thoughts are with all those impacted by the heartbreaking global health crisis.
We are continuing to operate our online business as usual and will endeavour to deliver your orders as soon as possible in the current circumstances. Our Customer Service Team remains on hand to answer any questions regarding your order.
You are currently on our UK based site, which ships to the following regions:
United Kingdom
Middle East
Africa
All Express and Express Worldwide orders received during normal business hours; Monday to Friday, are processed for shipment within 24 hours. Orders are shipped Monday to Friday.
Metro deliveries will arrive within 1-2 business days from the date of shipment, regional and international deliveries may take an additional 2-4 days.
Deliveries outside of the UK can be expected to arrive within 1-3 business days from the time of shipment, depending on your location.
When your order has been placed, a confirmation email will be sent to your nominated email address. If you do not receive a confirmation email, contact Customer Service.
During sale periods we will endeavor to commit to our normal delivery times, however some deliveries may take 1-2 days longer.
In case of any delay to processing times, you will be notified by email.
For residents of Central London, the Zimmermann Online Store offers a limited Same Day Delivery service on request. Orders using this service are scheduled to be delivered within 4 hours of shipment.
To use this service, you must place your order prior to 12 midday, Monday to Friday. Immediately after completing your order send an email to customerservice.uk@zimmermannwear.com quoting your order number and requesting 'Same Day availability'. Upon receiving your request we will contact you and advise you on whether your item(s) are available for this service.
Same Day Delivery is only available on orders and email requests received between 12:00 AM (GMT) and 12:00 PM (GMT) each weekday; excluding bank holidays. An additional fee (on top of existing shipping charges) of £20.00 will apply.
For shipping within the UK, we use DHL. Once your order has been shipped, a unique tracking number will be sent to your nominated email address. You can track your order by clicking on the link provided in the email.
All deliveries must be signed for. Ensure someone will be available to sign for the delivery between 9 am and 6 pm, or provide a business address.
We cannot deliver to PO Box addresses or On-Forwarding agencies. Orders to PO Box addresses or On-Forwarding agencies may be subject to cancellation.
Orders of multiple items may be shipped in more than one delivery. This will be indicated by receiving multiple shipping confirmation emails.
For shipping outside the UK, we use DHL's Express Worldwide service. Once your order has been shipped, a unique tracking number will be sent to your nominated email address. You can track your order by clicking on the link provided in the email.
All deliveries must be signed for. Ensure someone will be available to sign for the delivery between 9 am and 6 pm, or provide a business address.
Free shipping applies to all Express orders over £500.
Express orders below £500:
Within the UK: £10
International: £25. Excluding duties and taxes for your country.
Same Day Delivery:
Within Central London: An additional £20 on top of the Express shipping price for your order.
All prices are shown in GBP.
All product prices indicated, and payments made on the UK Online Store are in GBP currency. VAT is added to the order total for all shipments within the UK.
For orders to countries outside of the UK, deliveries to some countries are shipped on a Delivery Duty Paid (DDP) basis, which means you will not have to pay additional fees when your order arrives in your country. Duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. These are added to your order total in the checkout.
This charge is determined by your local customs authority and includes;
1. The Sales Tax applied by your country for purchases from the UK; and
2. Duties charged for processing by your country.
The final recommended retail price may vary depending on the delivery country. Countries shipped with DDP include:
Bahrain
Israel
Kuwait
Qatar
Saudi Arabia
United Arab Emirates
If a Delivery Duty Unpaid (DDU) destination is selected at checkout duties and taxes will be payable upon your order arriving in your country. This will be noted in the checkout process. For these countries, we are unable to estimate the amount of duties and taxes your order will incur, as these charges are imposed directly by your local customs. Payment of these is necessary to release your order from customs. For more information contact your local customs office.
Items you exchange will be re-sent at the cost of Zimmermann, however return postage costs are not refundable. Zimmermann do not refund prepaid duties and taxes paid at the time of checkout. Should you wish to return the item for a refund or exchange, contact your local customs office to obtain your tax refund.
Occasionally stock levels are not up-to-date on the Online Store, this means items may not be available at the time of purchase. The likelihood of this occurring is extremely rare.
If this occurs to an item in your order, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.
If you require any changes to your order; including incorrect address details and/or item sizing, contact Customer Service immediately.
If your order has already been processed, Zimmermann accepts no responsibility for incorrect details entered. However, our Returns process is available for changing incorrect items.
Shipments that are rejected by the receiver will result in the customer incurring redirection fees. Zimmermann reserves the right to cancel any order after purchase.
Order details are available in order confirmation emails, and in My Account for customers who were logged in when placing their order. Alternatively contact Customer Service for all Online Store and order enquiries.
The following payment methods are accepted on the Online Store: credit card (Visa, Mastercard, American Express, Maestro, Discover), PayPal, and Zimmermann gift cards.
Transaction processing is based in the UK, your bank may apply international transaction fees.
We conduct ID checks on orders at random for your own security. If your order is selected our Customer Service team will be in touch to request further information from you, which may be an electronic copy of a government issued ID.
Sale only includes select styles and excludes all new season collections. Sale prices are valid in British stores only and online within the United Kingdom, Middle East and Africa. Zimmermann Online does not offer sale price adjustments or any form of price matching.
This policy only applies to the Zimmermann Online Store.
Questions we have not answered?
Contact usDetails of The Online Store Policy
Zimmermann U.K Limited and its related companies (Zimmermann, we, us, our) understands that your privacy is important and ensures that your personal information is handled in accordance with Data Protection Act 1998, and GDPR. This Privacy Policy sets out the basis on which we collect and process your personal data through your use of our website, and/or signing up for newsletters and other marketing activities either in store or online.
We are the primary data controller for the purposes of this website and our registered head office is 120 Dunning Avenue, Rosebery, NSW, 2018, Australia.
Any changes we make to this policy in the future will be posted on this page and, if appropriate, notified to you by email so please check this page regularly.
Last updated 20/01/2020.
Personal information is information about you, such as your name, contact details and records of your dealings with us. We collect, hold, use and disclose personal information:
To process transactions and deliver products to you
To communicate with you
To assess applications for employment
To maintain our business records and to otherwise run our business
For purposes disclosed to you and to which you have consented
Or purposes that you would otherwise reasonably expect, and
For any other purposes required or permitted by law
We collect personal information such as an email address, mobile phone numbers, home address, shipping and payment card billing address, payment card details, IP address, search criteria and shopping history from our customers, business contacts, prospective employees and other individuals with whom we deal. We only collect personal information by lawful and fair means.
We collect information in several ways which are listed below:
In store or on zimmermannwear.com (the "Website").
When you use or enter your personal information into zimmermannwear.com
When you register as a Zimmermann customer in store
When you sign up to our marketing campaigns (our Newsletter)
When you contact Zimmermann by telephone, email, or chat
When you enter any event, prize draws or competitions run by Zimmermann
When completing any forms for transactional, employment or other purposes.
When you buy products or gift certificates (the details of transactions you make from Zimmermann, both in store or via the website)
When you click through from marketing emails to our website
When you visit our website: we may use cookies to help make the experience of using our website better. This means we will remember your previous visits and track the pages on our website that you visit
When you visit zimmermannwear.com the Zimmermann web server may automatically record your public internet protocol ('IP') address
Zimmermann uses the Inside Chat service which involves use of cookies to track consumer activity and log chat activity on the website. Zimmermann will not intentionally collect personally identifiable information via Inside Chat, but may aggregate data collected on the Zimmermann website, with or without data collected from other sites. You have the option to opt out of tracking by following the advice given in this Privacy Policy.
Zimmermann partners with Rakuten Marketing, who may collect personal information when you interact with our site. The collection and use of this information is subject to their Privacy Policy.
Our website utilises "cookies". A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site.
Use of a cookie does not provide us with information about you that can be used to identify you. Rather, they anonymously track usage of our website so that we can enhance users' experience of our website. You may elect to reject cookies in your browser and still use our website, however in doing so, you may not be able to access all features of the website.
Cookies used on the website include:
_cfduid
This cookie is used to speed up page load times. It is used to override any security restrictions based on the IP address the visitor is coming from. It does not contain any user identification information. The main purpose of this cookie is: Strictly necessary
_ga
This cookie is used to distinguish unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. The main purpose of this cookie is: Performance
_gat_UA-NNNNNNNN-NN
This is a pattern type cookie set by Google Analytics, where the pattern element on the name contains the unique identity number of the account or website it relates to. It is a variation of the _gat cookie which is used to limit the amount of data recorded by Google on high traffic volume websites. The main purpose of this cookie is: Performance
currency_code
This cookie stores your preferred currency to make it easier for you to shop when you next visit the site. The main purpose of this cookie is: Performance
frontend
This cookie creates a unique identification to store your session id on our server, enabling the website to provide faster login, and to remember the items in your cart. The main purpose of this cookie is: Performance
geoip_store_code
This cookie informs us which country you are accessing the site from. The main purpose of this cookie is: Performance
inside-au
This cookie helps us facilitate the live chat service on our website. The main purpose of this cookie is: Performance
fs_uid
This cookie helps us improve the usability of the website, and the overall customer experience. The main purpose of this cookie is: Performance
IP addresses are used to analyse trends, administer our website, track user movements on our website, and gather broad demographic data for aggregate use, which we may share with our operational partners. We do not link IP addresses to any information that could personally identify you.
Pixels and tags are also used to understand trends so we can provide an optimal browsing and shopping experience for customers. Pixels and tags are not linked to any information that can personally identify you.
How to control cookies:
You can control and/or delete cookies as you wish – for details, see aboutcookies.org. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed.
We will only use and disclose your personal information for the purposes set out in this Privacy Policy.
We may disclose your personal information to third parties including:
Our service providers (including IT services, email marketing platforms, financial institutions, and distribution and delivery services)
Our related companies and other business partners
Our professional advisers (including lawyers, accountants and auditors)
Other parties as required or authorised by law
In doing so, we may disclose your personal information outside of Australia to related parties
At times we use third party platforms to manage and deliver marketing campaigns, deliver products, payments, refunds, IT services; to name a few. In providing these services, your personal information will, where applicable, be used by the service provider on our behalf. For example, a delivery company using your name and address to deliver your order.
We will check any third party that we use to ensure that they can provide sufficient guarantees regarding the confidentiality and security of your personal information. We will have written contracts with them which provide assurances regarding the protections that they will give to your personal information and their compliance with our data security standards and international transfer restrictions. Your Personal Data may be transferred and stored outside the European Economic Area and be processed by staff who work for us or for one of our suppliers outside the European Economic Area. By submitting your Personal Data, you are agreeing to this transfer, storing or processing.
How we use your information:
We only collect the information that’s necessary to carry out our business, provide the particular service you’ve requested and to keep you up to date about all the latest exciting Zimmermann news.
For our use of your personal information to comply with applicable data protection and GDPR law, that use by us needs to fall under at least one of the specific lawful reasons that are set out in applicable data protection law. Lawful reasons for using your personal data include:
Fulfillment of our contract with you – the purchase of goods via our website is a contract
Compliance with our legal obligations
Your direct consent for information
Further details are listed below:
Name, contact details, delivery details
Required to:
Take your orders, process your payments and deliver the items you have purchased
Send you delivery update messages by SMS or email
Send you additional services you have requested, such as our marketing communications by SMS, post, or email
Link your retail and online records to provide you with a better shopping experience
Give you access to services reserved for registered users, such as wishlist's
Provide you with help and assistance via our Customer Service team
Fraud prevention and detection
Manage and create your online user account
Payment information
Required to:
Take payment for purchased goods and to provide refunds
Fraud prevention and detection
We do not store credit card or payment information on Zimmermann servers.
Contact history with us
Required to:
Provide personalised customer service and support
Train our staff
Purchase history and wishlist items
What you’ve purchased and what you’ve left in your basket or wishlist
Required to:
Deliver your purchases to you
Provide personalised customer service support, and process returns
Allow you to save items to purchase later – via wishlist or leaving them in your bag
Back in store notification requests
Required to:
Notify you if the specific product you requested has comes back in store
How we use information about your phone or laptop, and how you use our website. Information you give us when you browse our site, including your IP address, GEO location, device type, as well as how you use our website
Required to:
Analyse broad data to improve our website usability
And to serve you the right language and currency for your location
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
We retain your personal information for as long as it is necessary and relevant for our operations. In addition, we may retain personal information from closed accounts to comply with legal requirements, prevent fraud and resolve disputes. Where a legal requirement obliges the retention of personal data for a specific minimum period, we will retain data for at least that period. When we determine the maximum retention duration of any personal data we hold we do so with regard to our legitimate interests to retain data, our obligation under GDPR to minimise data we hold; the nature, and sensitivity of the personal data and the potential risk of harm from unauthorised use or disclosure of your personal data.
We make all reasonable efforts to ensure that your personal information is stored securely, both in electronic and physical form, and otherwise protect it from misuse, interference and loss caused by unauthorized access, modification or disclosure. We hold your personal information in both paper-based and electronic files. Our employees and agents are obliged to treat any personal information held by us confidentially.
Your credit card details are completely safe. Your credit card number is transmitted by SSL directly to a secure, electronic vault. At no time is your credit card information stored on our servers.
We use third party platforms to manage and deliver marketing campaigns, delivery, payments, refunds, IT services; to name a few. In providing these services, your personal information will, where applicable, be used by the service provider on our behalf.
We will check any third party that we use to ensure that they can provide sufficient guarantees regarding the confidentiality and security of your personal information. We will have written contracts with them which provide assurances regarding the protections that they will give to your personal information and their compliance with our data security standards and international transfer restrictions.
Zimmermann U.K. Limited and its related companies (Zimmermann, we, us, our) collect your personal information so that we can process your orders and provide our products to you, interact with you and otherwise operate our business.
We collect your personal information directly from you. You have the right to refuse to provide us with some or all of your personal information, however this may prevent us from processing your orders and delivering products to you.
We may use your personal information, including your contact details, to provide you with relevant consumer information, notify you of products, store openings and offers that may be of interest to you as a valued Zimmermann customer or business associate. To receive these communications, you need to have opted in, but if you change your mind you may opt out of receiving all marketing information from us at any time. You can do this by:
Following the instructions at the bottom of our Newsletter communications
Logging in to your online account to manage your Newsletter subscription
Contacting Customer Service to remove you
It may take up to 48 hours for your subscription status to be updated on our systems.
Note: Back In Stock notifications are not associated to the Newsletter, you will need to contact Customer Service to be removed from this notification list for each item you have requested.
The General Data Protection Regulation provides for rights of access, modification and deletion of your personal information.
Please submit your rights servicing request to customerservice.uk@zimmermannwear.com. A summary of your rights is listed below:
The right of access
Your right to obtain confirmation as to whether or not personal data is being processed, and, where that is the case, access to the personal data along with details regarding the nature of processing.
The right of rectification
Your right to obtain the rectification of inaccurate personal data.
The right of portability
Your right to receive personal data they have provided to a controller in a structured, commonly used and machine-readable format.
The right to be forgotten
Your right to erase your personal data.
The right to restrict processing
Your right for your data to be effectively 'frozen'; stored and not further processed.
The right to object
Your right to object to how your personal data is processed including your right to object to our profiling of you as outlined in this privacy policy.
If you do not feel that your data is being handled in a correct or fair manner, you have the right to contact the Information Commissioners Office (ICO), the data protection supervisory authority in the UK (www.ico.org.uk).
Zimmermann may make changes to this Privacy Policy from time to time, without notice to you. The up-to-date version of our Privacy Policy is on our website.
We may use your personal information to provide you with information about products and services that may be of interest to you. You may opt out of receiving this information at any time by contacting us using the details set out below.
Our Privacy Policy sets out our approach to managing your personal information. It explains how you can seek to access and/or correct the personal information that we hold about you, as well as how you can make a complaint about how we handle your personal information. If you have any questions, comments or complaints, you can contact Customer Service.
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO) the data protection supervisory authority in the UK (www.ico.org.uk).