FAQs - Frequently Asked Questions
UK DELIVERY
As the cut-off time for our Next Working Day deliveries is 1pm, any orders placed after this time will be picked and packed on the following working day and delivered the working day after that.
For example if you placed your order at 4pm on Wednesday, it would be delivered on Friday, and if you placed your order at 2:30pm on a Friday it will arrive on the following Tuesday.
The cut-off point on each working day (Monday to Friday) is 1pm. If you place an order over the weekend, it will be processed on Monday for delivery on Tuesday.
If you have missed your delivery you can easily re-arrange your delivery via the DPD app or DPD online using your tracking number. If you parcel is returned back to us then a £7.95 charge will be deducted from your refund and a new order will need to be placed.
If you have already placed your order with us but realised you need to change the delivery address please call our Customer Services Team as soon as possible on 020 8655 8070 or use the Live Chat on the web site and we will endeavour to make the necessary changes. If the order has already left our warehouse, please down load the DPD mobile app as you may be able to make amendments. Please also be advised that a change of address to orders dispatched might add one working day to the delivery time.
Yes, we do. The delivery charge to these locations is £9.95.
All orders placed with a delivery address outside of DPD Zone 1 unfortunately does not quality for Free Delivery. For further information on delivery charges please see our delivery page.
International Delivery
We have put international deliveries on hold due to the current circumstances of COVID-19
Payment
We accept the following methods of payment: Visa, MasterCard, Maestro/Switch, American Express, PayPal and ClearPay. Please ensure you input the correct billing address.
The billing address that you enter needs to exactly match the billing address held by your bank.
The AVS Policy looks at the numerical values of Address line 1 and the PostCode.
The AVS Filter Protects us Both
To protect our customers form credit card fraud, we have implemented the AVS (Address Verification Service) filter. The AVS filter requires that either the address number or postal code you enter matches the information on file with the credit card issuing bank. This way, thieves attempting to steal your credit card must have much more information than just a card number and expiration date to use your card. Occasionally the AVS filter is unable to match the billing address you provided to our store with the address on file with the credit card issuing bank, or the issuing bank does not support AVS filtering. If your credit card is declined due to AVS filter failure, please verify that the billing address you entered exactly matches the one associated with the credit card. If the credit card is still declined, you may want to call your credit card issuer and check to see if they support AVS filtering. If there is still a problem, contact our customer support team and we can help you complete your purchase.
Our online transactions take place in three parts. When you enter your credit card information, our store software contacts your bank to verify that your card number is valid and that sufficient funds are available for the transaction. If your credit card issuer approves the transaction, it automatically issues an approval code and puts a hold on the funds pending our store capturing them. If our store receives authorization then it submits the credit card information to the AVS filter. If the AVS filter approves the purchase your order appears in our order processing queue. We manually review your order for any issues and finding none, capture your funds. If the AVS filter declines your card, we cannot capture your funds without further verification of your identity.
If your bank has placed a temporary hold on your funds, it may appear as though the transaction went through even if your card was declined. However, when a card is declined, no funds are transferred to us. In this case, typically the hold will last between three to ten days and then automatically drop from your account. We highly value our customers and believe these added security measures are needed to protect us both.
Returns and Refunds
We have a 14-day return policy. Simply return your unused item(s) in its original packaging and we will refund your total amount (excluding shipping charges).
Returned goods have to be in RE-sellable condition and the responsibility for is receiving the goods back is down to you so we suggest they use a tracked service.
For all returns please enclose a completed copy of our returns form.
We have a 14-day return policy. Simply return your unused item(s) in its original packaging and we will refund your total amount. Please note we will deduct any shipping costs incurred by us from your refund.was received to be eligible for a refund.
For all returns please enclose a completed copy of our returns form.
You can return items to us within 14 days for refund at your own expense and using your chosen carrier, we recommend you use a tracked service for your own safety and peace of mind . You must obtain signed proof of postage from your courier in case a claim needs to be made.
Please enclose a completed copy of our returns form and send to:
Tannegate Limited T/A Zieler Art Supplies
Unit B2
Ullswater Industrial Estate
Cousdon
Surrey
CR5 2HR
Items are returned at the customer’s own risk and we cannot accept liability for any returns damaged or lost in transit. Your order must be returned to us unopened and unused with the original presentation box, with any protective packaging and any cards or tags included. All returns are quality checked and items that do not meet our returns policy will be declined and may be sent back to you.
Refunds that are accepted will be credited to the payment method used to place the order (excluding a re-stocking and admin cost of £4.95). We are unable to issue refund receipts.
We do make every effort to ensure your order is delivered in good condition however, occasionally some products can get damaged during delivery so we please ask you inspect your order upon receipt.
If your order has arrived damaged, you must email us photos within 3 days of receiving your order. We will require 3 photos damage to the product, photo of the outer box and a clear photo of your DPD address label.
If an item in your order is faulty, you must email us photos within 7 working days.
Please email clear photos to us, including photos of how the box arrived at artsupplies@zieler.co.uk and we will get back to you as soon as we can to resolve this.
If you have owned your item for longer than the above, we will deem your order as accepted.
Ordering and account settings
If you have not received an order confirmation email. Please first check your spam/junk inbox. If you cannot find, you might have entered your email incorrectly at checkout. Please contact us with details of your order then we can get it fixed for you and trigger a confirmation email.
Yes – call us on 020 8655 8070. Our lines are open Mon-Fri 9am-4pm. Please have the SKU/Code ready the name of the product you’d like to buy, along with your credit or debit card details. Please note that we can’t take payments via PayPal over the phone.
Orders can be cancelled so long as the order has not been completed, once the orders have been completed on our system, they are packed and then moved in to pallets, so we cannot attempt reclaim your parcel. Once the order is complete you will receive an email and invoice notifying your order is complete. If you need to make a change it would be best to either use the live chat from the home page on the web site or email us within minutes of placing your order at artsupplies@zieler.co.uk
Within half an hour of completing your order, you should receive an automated order confirmation email from us with the details of your order. You will then receive another email to let you know when your order completed the processing stage and ready to leave our warehouse. Once DPD have collected your order they will notify you. If for any reason you do not receive either of these emails please do not hesitate to contact us on 020 8655 8070
If you checked out as a guest on when your order was place, you are unable to change your email address and will have to contact us
If you have an account on the site you can change the email address in your account settings “Account” > “Account details”. Or click this link https://www.zieler.co.uk/my-account/edit-account/
First login to your account. Then click on “orders” – all your orders will be shown here.
If you are already logged in you can follow this link https://www.zieler.co.uk/my-account/orders/
If you are unsure the item in your order is correct and you wish to make a change, please contact us before your order is completed. We will need to cancel and refund your order and you will need to place a new order.
We cannot edit orders once your order has been completed, if you wish to edit a shipping address this can be changed prior to the order being completed. So you will have to contact us ASAP once your order has been placed.