FAQ - Frequently Asked Question
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Favourite Question

Q. What is the Shipping Policy(Location, time, and Charges)?

The Detailed Shipping Policy can be found here: https://zorastore.de/en/content/15-shipping-policy 

Q. My order has one item that is either missing or damaged. What should I do?

- Send an email with the order number, a picture of the damaged item(s), or the name of the missing item to shop@zorastore.de

Q.What is your policy for fruits and vegetables? Will they stay fresh?  

- We get fresh vegetables on Mondays. and we used to deliver as per the customer's order. Send us an email at shop@zorastore.de if the vegetable is not in fine condition.


Q. Which Payment Method do you accept?                                              

- For online shopping, there are numerous payment alternatives, including Paypal, Card Payment as well as numerous offline payment choices.

Q. Do I need an account on Paypal to make the payment?

No, using a credit card through the PayPal gateway does not need having a separate PayPal account. Instead of creating a new login for our website, you can use your PayPal login if you already have one. Your personal information is protected and secure in all scenarios because you are still connected to a secured server (SSL).

Q. My shopping cart had nothing in it after I failed to pay. What shall I do?

- Your account will be marked as pending in our system following an unsuccessful payment attempt. By heading to your My Account section and selecting the Reorder option next to your prior pending order, you can try to pay again.

Order And Shipping

Q. How do you Deliver frozen items?

- We deliver frozen goods within Berlin, and deliveries outside of Berlin are done at the customer's risk.

Q. Do you have a physical shop where I can visit and see the products before buying?

- We have, indeed. Our Berlin store is open from Monday through Saturday from 9:00 to 20:00. Zora Supermarket Germany's Kottbusser Damm 93, 10967 Berlin and Zora Supermarket at Boxhagener Straße 80, 10245 Berlin 

Q.What if I make a mistake and need to add or delete some things?

- Yes. Up until the point at which your order is being processed, you can add or remove products.

Please place a new purchase and include the previous order number in the comments section on the checkout page if you want to add items to an existing order.

Additionally, if you choose Additions to Existing Order as your shipping option on the checkout page (see the image below), the shipping costs for your subsequent order will be waived. Please be sure to provide the current order number in the comments.

Q. Can I place an order on the Phone?

- No, you cannot place an order over the phone. Only our website is available for order placement. However, contact us by telephone or email (available 24/7) if you have any questions (during working time). We place orders through WhatsApp, Facebook, and Instagram.

Q. I Ordered before the 12-noon cut-off but have not seen the shipping notification yet. Why has it not shipped yet?

Please be aware that even though your order was submitted before 12 p.m., depending on the workload that day and any other influences, it might be shipped the following working day. Despite our best efforts, we can't always guarantee same-day shipping.

Q. Can I have a Separate billing and Shipping address?

- That's doable. To prevent any postal delays, be sure to include the delivery address in the appropriate format.

Q. Do I get a VAT invoice?

- Yes. As soon as the payment is received and processed, you will receive an email confirming your order with an attached VAT invoice that can be utilized for tax purposes.

Q.Why is my order hidden from view in the Zora Supermarket Dashboard?

- The system would not link the order with the Zora Supermarket account when you do not log in and are in the automatically allocated guest mode. You cannot view that in the order history because of this.

Q. How much of my purchase qualifies for free delivery?

Over the course of a purchase of €29,99, Zora Supermarket offers free delivery.

Exchange and Return

Q. Are my ordered item(s) returnable?

- All things can be returned within 7 days if they are unopened and in their original packaging, with the exception of perishable items (fresh vegetables, Paneer, and frozen food items). Please see our Return Section for further details about returning.

Q. What is the return procedure?

Please email us as soon as possible to let us know if you plan to return any things. Within seven days of the order being delivered, kindly send the items back in their original packaging, unopened. Please refer to the Return section of the Return Page for more details.

Q. What should I do if the product I bought from Zora Supermarket has any quality problems?

If at all possible, please take clear images of the merchandise from all angles.

Additionally, if applicable, please take images of the Lot/Batch number, the expiration date, and the item's location (often on the rear panel) and submit them to us along with your order number.

Include a detailed description of any issues you have identified with each product. This will enable us to examine the situation and act promptly to find a solution.

Privacy and Security

Q. Are Transactions on our website secure?

For us, security is of utmost importance. We put a lot of effort into offering a secure environment that exceeds industry security standards and recommendations. 

Q.What are your policies in relation to my data and personal information?

- The safety of our customer's personal information is extremely important to us. We don't share or sell any consumer information to outside parties. Your information is used by us to deliver pertinent information and serve you online ads for Zora Supermarket services and goods. For further details, please see the section on privacy and security

Coupon Code

Q. What field do I enter my coupon code in?

Simply enter your promo code in the checkout box and click "Apply" when you're ready to complete your purchase.

Q. Why isn't my promo code working?

- Make sure your order complies with the conditions of the promo code you intend to use. If after checking this there are still issues, please email us at shop@zorastore.de.

Q. I just placed my order, however, I forgot to include my discount. Now what?

- Send us an email at shop@zorastore.de with your order number and the coupon code, no problem. You can get that checked by us.