FAQ
MY ACCOUNT
How do I create a customer account?
Click "Register" on the home page and follow the instructions on the screen. When you log in to your account, you can see your order history, change your password and delivery address, manage your newsletter subscription and manage returns. All customers who create a customer account automatically receive Zion's newsletter in their e-mail, unless they specify otherwise in the control panel of their customer account.
Do you pass on my personal data to third parties?
The information that the customer gives to Zio is never shared or sold to third parties.
How can I update my information in the customer account?
Click "login" on the home page. After logging into your account, you can update your customer information.
NEWSLETTER
How do I subscribe to Zion's newsletter?
At the bottom of the front page there is a form through which you can order our newsletter to your e-mail. After ordering, you will receive a confirmation in your email, by accepting which you will receive the latest news and e.g. dressing tips, invitations to loyalty parties and shopping parties.
How can I unsubscribe from the newsletter?
You can cancel the newsletter from the customer account control panel via the "Sign up" link under "newsletter subscriptions" or alternatively from the newsletter you received.
MY ORDER
How do I place an order?
After finding your favorite from our selection, choose the color and size. You can then add the product to the shopping cart. Now you can continue shopping. When you want to complete your order, click on the Shopping basket link in the upper right corner and go to the checkout.
Do I need to create a customer account in order to order products?
No, you can also order products without registering.
Can I modify or cancel my order?
To modify or cancel your order, please contact Zio as soon as possible, preferably by phone at 020 749 7290 or by email at info@zio.fi.
How can I be sure that my order has been confirmed?
You will receive an order confirmation of your order in your e-mail. You can also check the status of your own order in the "account" section.
I have problems placing an order, what do I do?
Contact Zio's customer service either by phone on 020 749 7290 or by email at info@zio.fi.
The product I want is out of stock. Is the product still available later?
We can order some products in the middle of the season. By sending us an email to info@zio.fi, we will do our best to fulfill your wishes!
PAYMENT
Is it safe to pay on the website?
Online shopping payment brokerage is carried out by Suomen Maksuturva Oy in cooperation with banks and credit institutions. All data transfer and money transactions are SSL protected, which means that no one outside can see your data.
What payment methods are available in your online store?
Payment methods include most credit and debit cards, online payment from the bank or invoice, and partial payment:
-
Direct debit from banks
Aktia, DanskeBank, Handelsbanken, LähiTapiola, Nordea, Osuuspankki, POP Bank, Savings Banks, S-Bank, Ålandsbanken -
Credit and debit cards
Visa, Visa Electron, MasterCard and Business Eurocard -
Invoice and installment payment
Jousto and Euroloan
MY DELIVERY
What are the delivery times and fees?
The products are delivered to the nearest Posti as a postal package. Delivery to Finland usually takes about 1-4 working days. Delivery costs for orders under €100 are €5-€10. We deliver orders over €100 without shipping costs. Shipping costs abroad start at €25.
Can I pick up my order at the Zion store?
Yes you can. When making a purchase, choose pickup from the store as the delivery method and choose the pick-up store that suits you best.
Can I order to an address other than the billing address?
Yes you can. In the "Account" section, you can enter alternative addresses in the address book.
Can I change the delivery address after order confirmation?
Please contact Zio's customer service as soon as possible by phone on 020 749 7290 or by email at info@zio.fi.
My order has not arrived, what should I do?
Please contact Zio's customer service as soon as possible by phone on 020 749 7290 or by email at info@zio.fi.
My package was damaged in transit, what should I do?
If the product is damaged or lost in transit, you must report the error to Posti immediately.
The package is missing products, what do I do?
Please contact Zio's customer service as soon as possible by phone on 020 749 7290 or by email at info@zio.fi.
The product I ordered is defective, what should I do?
Please contact Zio's customer service as soon as possible by phone on 020 749 7290 or by email at info@zio.fi.
REFUNDS
I would like to exchange or return a product, what do I do?
Products ordered from the online store can be exchanged or returned within 18 days of receiving the order. The right of return only applies to unused and salable products in the original packaging. The product can be exchanged for another size or color. If you want to change to another product, we kindly ask you to return the product you bought and place a new order for the product you want. Deliver the product in the original packaging well packed by post, attach the completed return form when returning.
In domestic orders, you can exchange the product for another product two (2) times free of charge, after which we charge five (5) euros per shipment for the exchange. Product return is free.
Return address: Zio / Customer return, return ID 615407, Mariankatu 22, 00170 Helsinki
How long does it take for a refund?
Posti sends the product return in Economy class, because of this the return can take 7-14 business days. We will refund the price of the product to your account as soon as we have received and checked the products.
How do I know if my package has arrived at Zio?
A notification about Papautunes products will automatically arrive in your e-mail.
Why has my return been denied?
The return may have been refused for two reasons:
- The return has been made after the deadline (20 days) has expired
- The returned products were not in the same condition as new
More information about returns can be obtained from Zio's customer service by phone at 0207497290 or by e-mail at info@zio.fi.
PRODUCTS
I'm looking for a product that can't be found in your online store?
The selection of our online store may differ in some respects from the selection of our store. When looking for a missing product, contact Zio's customer service by phone at 020 749 7290 or by email at info@zio.fi.
Where could I get more information about the products?
On our website you can find information about the products. If something in the product still bothers you, contact Zio's customer service by phone at 020 749 7290 or by email at info@zio.fi.
CUSTOMER SERVICE
How can I contact your customer service?
You can call Zion's customer service by phone 020 749 7290 (dvm(mpm)) or by email info@zio.fi. Our phone service is available Mon-Fri 10am-7pm and Saturdays 10am-5pm. At other times you can reach us by email.
FAQ
MY ACCOUNT
How do I create a new client account?
Creating a new online client profile can be easily done through our website's ACCOUNT menu, which can be found on the top-right corner of any zio.fi page. First, click on “ACCOUNT” then “REGISTER”.
You will then be prompted to enter your name and contact information, which will then be saved to make future orders easier for you. You will also have the option of signing up for our newsletter, allowing you to keep up to date with the newest arrivals and latest promotions.
After creating a new account, you will receive an email with the confirmation. Make sure to check your junk email box if you do not receive this. That way, you won't miss out on any important updates in the future.
What are the benefits of registering a client account?
Registering an account on zio.fi will make future purchases easier for you. In addition to saving your delivery details, you will be able to view your favorite items via the Wishlist.
Your online account will have a record of past purchases, and give you the option of leaving a product review. You will also be able to view the status of current purchases and returns.
From your client account, you can add, remove or change delivery addresses, and edit your contact information. Your Zio newsletter subscription can be managed from here as well.
How do I update my contact information on my account?
To access your client account, click on the “ACCOUNT” menu, then on “MY ACCOUNT”, which can be found on the top-right corner of the website. If you're not already logged in, do so now.
On the MY ACCOUNT dashboard, you will be able to change your information by clicking on "EDIT" under CONTACT INFORMATION. Here, you can change the name and email on your account, and have the option of changing your password.
Under ADDRESS BOOK, you will be able to add or remove delivery addresses by clicking on “MANAGE ADDRESSES”, and change your default shipping address by clicking on “EDIT ADDRESS”.
Is my personal information shared with third parties?
Well. Any information that a customer shares with Zio will never be shared and sold to any third party. Your privacy will be protected.
NEWSLETTER
How do I sign up for the Zio newsletter?
Signing up for our newsletter is a great way to stay up-to-date with the latest trends, current promotions and exclusive invitations to customer-loyalty events.
The NEWSLETTER subscription box can be found at the bottom right corner of the Zio website. To sign up, simply enter your email in the box, and click the arrow to submit your information.
You can also sign up for our newsletter when you register for a new client account.
Upon signing up, you will receive a confirmation of subscription in your email. Keep an eye out for it. This is a way for you to check that our newsletter doesn't end up in the junk mail box on accident.
How do I cancel my subscription to the Zio newsletter?
We're sorry to see you go, but can understand if you want to declutter your mailbox. Canceling your subscription can easily be done by clicking the "Unsubscribe" link found at the bottom of every newsletter.
Alternatively, you can manage your subscription from the MY ACCOUNT Dashboard when you log in on our website.
SHOPPING
Where can I find more information about a product?
We try to provide as much information about an item on its product page. When browsing our online catalogue, click on the item you like to view more photos of it and read the description. If you still have questions about the product, you can contact our customer service team by phone at 020 749 7290 (+358 20 749 7290 for international) or email at info@zio.fi , and we will happily answer any questions you have.
What if the product (or size) I want is out of stock?
We receive new arrivals regularly, so if you're looking to buy a specific style, just email us at info@zio.fi and we'll let you know if and/or when your item is back in stock!
I cannot find an item on the online store that I saw at one of your boutiques. How can I order it online?
Our product selection can differ from store to store, and does not always match our online catalog. If you're looking for a specific item, our customer service department can see if it is available at one of our other boutiques, or if we can have it shipped to you.
Our customer service department can be reached by telephone at 020 749 7290 (+358 20 749 7290 for international) or email at info@zio.fi .
ORDERS
How do I place an order?
When you find the product you'd like to purchase, make sure you select the correct size and color before adding it to your shopping cart. At this point, you can continue shopping and add more items to your basket, or complete your purchase by clicking on the shopping cart icon at the top-right corner and then on “CHECKOUT”.
How will I know that my order has been confirmed?
After checking out, you will receive a confirmation via email. If you have an online account with Zio, you can log in and check the status of your order at any time.
Do I need to create a customer account to make an order online?
Well. You do not need a customer account to make a purchase. However, it is a good idea to create one. That way, you can always log in and be updated on the status of your order.
Can I change or cancel my order?
If the order has not been shipped yet, please contact Zio as soon as possible by calling 0207497291 (+358 20 749 7290 for international) or emailing info@zio.fi .
If the order has already been mailed, no changes can be made, but you may be able to exchange or return your items after receiving them.
What if I have trouble placing an order?
If you experience problems making an order online, you can contact Zio directly by phone at 0207497291 (+358 20 749 7290 for international) or email at info@zio.fi and we will help you place an order for the items you want.
PAYMENT
What payment methods are accepted on zio.fi ?
Zio accepts most debit and credit cards, Zio gift cards, online payment systems, installment payment services and direct bank transfers.
Debit/credit cards include Visa, Visa Electron, MasterCard and Business Eurocard. Banks include Aktia, DanskeBank, Handelsbanken, Nordea, LähiTapiola, Osuuspankki, POP Bank, S-Bank, Ålandsbanken, and others. Installment payment services include Jousto, Euroloan, and Bambora.
Our shops will also accept payments by cash.
Please see our Terms and Conditions for more information about payment.
Will my payment information on zio.fi be protected?
You can be assured that shopping at zio.fi is safe, and all your personal information, including your credit card information, will be protected.
All transactions made on our website are carried out by Suomen Maksuturva Oy, and protected by SSL security protocol so that no external parties can view your private data or payment information.
SHIPPING AND DELIVERY
What are the shipping fees?
Shipping within Finland is free for orders equivalent to or over €1000. Shipping is also free for any deliveries arranged for pick-up at one of our boutiques.
For orders under €100 within Finland, the shipping and handling fee is €5-€10.
International shipping costs can vary, depending on the country and method of delivery, but start at €25. Feel free to contact us at by phone at 020 749 7290 (+358 20 749 7290 for international) or email at info@zio.fi for more information on international delivery costs and times.
When will I receive my order?
We will ship your order as soon as possible via registered mail. Delivery within Finland usually takes about 1-5 business days. International deliveries may take longer.
You can check the status of your shipment online via the tracking number, which will be provided to you once it has been mailed.
We are not responsible for any delays due to weather or fault of the postal service.
Can I pick up my order directly from the Zio store?
Yes. You can choose to pick up your order at one of the Zio stores. At checkout, simply select which Zio location is the most convenient for you.
For small orders, this is a great way to save on shipping fees.
Do you ship to PO Boxes?
Unfortunately, we do not ship to PO Boxes for security reasons.
Do you ship internationally?
Yes. We will ship internationally.
Can I ship to a different address than my Billing address?
Yes. You can ship to an alternative address other than your billing address. If you have an online account with zio.fi , you can manage alternative delivery addresses from your account dashboard.
Can I change my delivery address after I have placed an order?
If the order hasn't been shipped yet, yes. Please call our customer service line at 020 749 7290 (+358 20 749 7290 for international) or email us at info@zio.fi as soon as possible, and we can help you change the delivery address.
PROBLEMS WITH YOUR ORDER
What if my order hasn't arrived?
If your order is supposed to be delivered within Finland, make sure it has been at least five business days since your order has been placed.
If it has been longer than five days, please contact our customer service department by phone at +358 20 749 7290 or email at info@zio.fi and we will update you on your order status.
For international orders, keep in mind that delivery may take longer than expected due to customs.
What if the order was damaged or lost in transport?
Unfortunately, we cannot be responsible for damage or loss on behalf of the postal service. If your order was damaged or lost after it has been shipped, you should contact your local post office.
When will my order be missing items?
If you are missing items from your order, please contact our customer service department by phone at 020 749 7290 (+358 20 749 7290 for international) or email at info@zio.fi and we will help you out.
When if the product(s) I ordered are faulty?
We take customer satisfaction seriously and stand behind the quality of our products. So if there is a factory defect, you can be assured that we will do our best to resolve the problem.
Please see our RETURNS page for more information about Returns and complaints.
RETURNS
Can I return or exchange my order?
Unused Merchandise in their original packaging, bought directly from our boutiques or ordered via the online store, can be exchanged or returned within 18 days of purchase. Returns after 18 days cannot be guaranteed.
You can exchange the product for a different color or size, or return the product and purchase something else. We allow only two free Exchanges per order. After two exchanges, we will add a €5 surcharge to all shipments.
Returns are free, and can be made at any of our shops, or by post. All deliveries within Finland will include a prepaid return label, allowing you to ship your order back to us for free. We will not reimburse any shipping fees if the customer does not use our return label.
Our return address is:
Zio Customer Return
Return Code 615407
Mariankatu 22
00170
Helsinki, Finland
Please see our RETURNS page for more information about Returns and complaints.
When will I get my refund?
If you make a return in the store, a refund will be issued immediately.
If you make a return by post, keep in mind that they will be shipped back via Economy post, and can take 7 to 14 business days to arrive at our warehouse.
If you are returning and claiming a factory defect, we will need to have the product assessed by our shoe specialist, which can add a few days to the refund timeline.
After we receive and accept your return, we will assess the product for any damage, and process the refund immediately. This applies to Exchanges as well.
Can my return be denied?
Returns and refunds can be denied in certain circumstances. Returns made after 18 days of the purchase date, or postmarked after 18 days from the order delivery late, cannot be guaranteed a refund.
We will not accept returns that do not have their original packaging.
We will also not accept returns of products that have been worn, damaged or are in an unsaleable condition, provided that the damage is not due to a factory defect.
CUSTOMER SERVICE
How can I contact your customer service department?
Our customer service department is reachable by telephone at 020 749 7290 (+358 20 749 7290 for international) or via email at info@zio.fi .
Our offices are open Monday through Friday, 10AM to 7PM, and Saturdays 10AM to 5PM. We are also closed on certain holidays. To speak to one of our representatives directly, please contact us during these hours. At all other times, don't hesitate to send us an email.
