This page answers some of the most common questions about ordering, payments, shipping, returns, and customer support.
Products
Q: What products do you sell?
A: We offer a selection of handbags and tote bags, including shoulder bags, structured tote bags, structured shoulder bags, suede tote bags, two-tone tote bags, and everyday handbags.
Q: Are all products shown on the website available to order?
A: Product availability is subject to stock at the time your order is placed. If an item becomes unavailable after your purchase, we will contact you using the details provided with your order.
Orders
Q: Do I need an account to place an order?
A: Customer accounts are available, but creating an account is not required to complete a purchase.
Q: Can I change my order after it has been placed?
A: Yes. If you need to make changes, please contact us within 24 hours of placing your order. We will do our best to accommodate your request before the order enters fulfilment.
Q: Can I cancel my order?
A: Orders may be cancelled within 24 hours of purchase, provided they have not entered the fulfilment process. Once an order has been fulfilled or dispatched, it can no longer be cancelled.
Payments
Q: Which payment methods do you accept?
A: We currently accept:
- Visa
- Mastercard
- American Express (AMEX)
- Maestro
- Diners Club
- Discover
- UnionPay
- Apple Pay
- Google Pay
- Klarna
- Shop Pay
- Shop Pay Installments (where eligible)
- PayPal
Q: What currency do you accept?
A: All orders are processed in British Pounds Sterling (GBP).
Q: Is my payment secure?
A: Payments are processed using secure payment providers. Complete payment card information is not stored on our servers.
Shipping & Delivery
Q: Where do you deliver?
A: We currently ship throughout the United Kingdom only.
Q: How much does shipping cost?
A: Standard shipping is £2.99 per order.
Q: Do you offer free shipping?
A: No. We currently do not offer free shipping.
Q: How long does delivery take?
A: Orders are processed within 1–3 business days. After dispatch, delivery typically takes 3–5 business days. The estimated total delivery time is 4–8 business days.
Q: What is the daily order cut-off time?
A: Orders placed before 5:00 PM (GMT+00:00) Edinburgh, London, Monday to Friday, begin processing on the same business day. Orders placed after the cut-off time or on weekends and public holidays are processed on the next business day.
Q: Can I track my order?
A: Yes. Once your order has been dispatched, you'll receive tracking information by email. Tracking usually becomes active within 48 hours. You can also use our Track Your Order page.
Q: My parcel shows as delivered, but I haven't received it. What should I do?
A: Please contact us by email or live chat as soon as possible. We will open an investigation with the delivery carrier. While the investigation is in progress, we recommend checking around your property, with household members, neighbours, or any designated safe place.
Q: What happens if my parcel is lost?
A: Contact our support team as soon as possible. We will work with the carrier to investigate the shipment and keep you informed throughout the process.
Q: What should I do if my order arrives damaged?
A: Please notify us within 24 hours of delivery and provide your order number along with photographs of the damaged item and its packaging.
Returns & Refunds
Q: What is your return period?
A: Eligible items may be returned within 30 days from the date they are delivered.
Q: Can I return an item if I change my mind?
A: Yes. Change-of-mind returns are accepted provided the item is unused, in its original condition, includes its original packaging, tags, and accessories, and has been approved for return.
Q: Who pays for return shipping?
A: If the return is due to a defective, damaged, or incorrect item, we provide a prepaid return shipping label. For change-of-mind returns, customers are responsible for the return shipping costs.
Q: Do you offer exchanges?
A: No. We do not offer direct exchanges. If you would like a different product, you may return an eligible item and place a new order separately.
Q: Which items cannot be returned?
A: Used handbags or tote bags, items damaged after delivery, products returned without their original packaging or tags, gift cards, sale items (where applicable), and personalised products (where applicable) are not eligible for return.
Q: How long does a refund take?
A: Approved refunds are processed within 14 business days after the returned item has been inspected. Your payment provider may require additional time before the funds appear in your account.
Q: What should I do if my refund has not arrived?
A: Please contact our support team first. If necessary, you should then contact your payment provider or financial institution for additional assistance.
Customer Support
Q: How can I contact your support team?
A: You can contact us by email at support@zaqi.co.uk, by phone on +44 (0) 7862 127891, through our live chat, or by using the contact form available on our Contact Us page.
Q: What are your business hours?
A: Our business and email support hours are Monday to Friday, 9:00 AM – 5:00 PM (GMT+00:00) Edinburgh, London.
Q: Is live chat available?
A: Yes. Live chat is available 24 hours a day, 7 days a week.
Q: How long does it take to receive a reply?
A: We aim to respond to email enquiries within 24–48 business hours.
Additional Information
Q: Where can I read your store policies?
A: You can view our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy, and Terms of Service for detailed information.
Q: Where is your business located?
A: Zaqi is operated by Zaqi Ltd, a company registered in England & Wales (Company Registration Number: 13120041). Our business address is 41 Wolsey Avenue, London, England, E6 6AH, United Kingdom.
Q: How can I follow your latest updates?
A: You can follow our official Facebook page for updates and announcements.
Need More Help?
If you couldn't find the information you were looking for, please visit our Contact Us page or email us at support@zaqi.co.uk. We're happy to assist you.