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SIGNUP20

Frequently Asked Questions

Contact Us

Email us at customerservice@zoom.co.uk

Phone us on 0800 021 7020 Monday to Friday 9am-5pm.

Delivery

All items ordered before 12:00p.m. will be dispatched same day. If you experience any issues with delivery, please contact us at customerservice@zoom.co.uk using the details below.

How will I know when my order has been sent?
As soon as your order is dispatched from our Warehouse you will be sent an email to confirm that it's on its way. From that time we would expect you to receive your order within 3-5 working days

Once my order has been dispatched when will I receive it?
From the time you receive your dispatch confirmation email we would expect you to receive your order within 3-5 working days for deliveries within the UK. Please note you should allow 10 working days for delivery inside the UK before contacting us about your missing order.

Do you charge for delivery?
Delivery within the UK is free.

What do I do if I have not received my order?
Should your order not arrive within 10 days please contact us so that we can investigate with the delivery company.Please remember that we cannot investigate any missing orders until 10 working days after dispatch.

One of the items is missing from my order. What do I do?
All items are dispatched individually, in separate packaging. Sometimes items that are ordered on the same day may arrive with you on different days.We will send you an email to let you know when each item is on its way.

What happens if I am not at home to accept my delivery?
Most of the products on our site do not require you to be at home to take delivery as they will fit through your letterbox.In the event that you have ordered a product which will not fit through your letterbox, and you are not in to take delivery, then the postal service will follow their usual procedure. For UK orders this usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office.For items attempted for delivery by a courier service,  the courier will also leave a card and allow you to arrange for redelivery or collection.

Which countries do you deliver to?
We deliver within the UK (no delivery charge

Am I able to change the delivery address to something other than my registered PayPal address?
At the moment we are unable to deliver to an alternative address.All items will be posted to your PayPal address.

Do you deliver on Bank Holidays?
Bank Holidays are not classed as working days so we don't include these in our estimated delivery times. In this instance you should expect delivery on the next working day following the Bank Holiday.

Orders

How will I know when my order has been dispatched?
You will receive an email from Zoom.co.uk to confirm that your item has been sent. Our aim is to have all items dispatched within 2 working days.

Can I change the delivery address on my order?
For security reasons, once an order has been placed we are unable to change the delivery address.

How do I make a change to my order?
Please make sure you check your order carefully before submitting as these details cannot be changed once you have clicked 'Place Order'. Always double check your order confirmation to make sure all the details are correct.If you would like to cancel your order please contact us and we will endeavour to have the order removed from our system as a matter of urgency. Please note that this may not always be possible due to processing times and our commitment to a speedy dispatch from our warehouse.

The right to change your mind
We have it all done it, ordered something and realised later it is no longer required. You have 14 days to change your mind which starts the day after you receive your goods.

Payment

How can I pay for my order?
We accept all major credit cards as well as Paypal. All items must be paid for prior to dispatch. We are unable to take an order and hold it pending payment.

When will payment be taken for my order?
Payment will be taken when you place your order. 

Postage

Postage and packaging is free on all orders for the UK.

Returns

Here at Zoom Online we want you to be 100% happy with your purchase, and we'll do everything we can to make sure you are. If you would like to return a product to us, please email us directly at customerservice@zoom.co.uk

I have received my item but I no longer require it?
If you are unhappy with your purchase you can return it to us within 28 days of the item being dispatched to you for a full refund . Please note that DVDs and Blu-Rays that have been opened or have had their shrink-wrap removed are not eligible for return. Clothing returns must be unworn and still have the tags attached.

I have received an item that I didn’t order
Apologies, our mistake! You can return the item to us within 28 days of the item being dispatched to you for a full refund

I have received my item but it's damaged / faulty. What should I do?
If your item has arrived damaged or is faulty then we will endeavour to put this right as soon as possible, either by sending a replacement item to you or refunding your account. If we ask for the item to be returned to us, then Zoom.co.uk will pay for the cost of the return via a pre-paid label .In the unlikely event that your order is received damaged or faulty all you need to do is contact us within 28 days of the item being dispatched to you and we will provide you with the relevant returns information

How do I return an item?
To arrange a return please contact us and we will be more than happy to arrange this for you. All you need to tell us is which item you wish to return and the reason why. We will then issue you with the Returns address, specific to that item, along with your unique Returns Authorisation (RA) number.

When will I receive my refund/replacement?
We will process your refund / replacement as soon as your item is received back into our warehouse. Replacements are subject to availability and, if the replacement is not available a refund will be given instead.

My Data

Q: How can I get a copy of the personal information Zoom holds about me?

If you have a Zoom account, you already have access to most of the data we hold about you and that would be most useful to you (e.g., name, contact, payment details, order history) in the account settings. If you do not have a Zoom account (e.g., because you have ordered over the phone, via mail order, or on one of our websites as a “guest”), we may ask you a few identifying questions to make sure do not provide your data to someone else. For more information on your data rights, visit our online privacy policy here

Q: How can I correct my personal information?   

If you have a Zoom account, you can manage your name, contact and payment details through the account settings. If you do not hold an account, please contact customer service for assistance.

Q: Can I ask for my data to be deleted at any time?   

Yes, but if you do, we may not be able to continue to offer the Zoom services to the same standard or at all. Speak with customer care if you have questions about deleting your data or closing your Zoom account at any time.  Note that we may retain minimal data for longer even if you ask us to delete your account in full in order to defend our legal rights or to comply with legal obligations (e.g., financial record keeping, to prevent fraud). For more information, visit our online privacy policy here.

Q: How do you share my data?

To learn more about how we share your personal information, read our privacy policy at https://www.nbcuniversal.com/privacy/european. In addition, Zoom at Home shares the name, address and order details of mail order customers with third party data management agencies, such as Epsilon Abacus, to help us send more relevant communications and offers, and to identify other potential customers through data matching. We do so because we believe it is on our legitimate interest to improve and promote our products and services.

Zoom at Home will also share the names and physical addresses of mail order customers (unless they ask us not to) with trusted UK retailers in the clothing, collectables, food & wine, gardening, gadgets & entertainment, health & beauty, household goods, and home interior categories. We would typically do this because we think our customers will enjoy receiving relevant offers and promotions from our partners by post, and also because it is in our and our partners’ legitimate interest to promote our respective products and services. Contact our customer services or visit www.epsilonabacus.com/get-in-touch/consumer-data-deletion-requests/ if you would like to opt out at any time.”