top of page

FAQ

  • ORDERS - How to input Hong Kong postcode at checkout?
    For Hong Kong addresses, you can fill in with "0000".
  • ORDERS - Will you keep me updated on my order?
    Once your order has been placed successfully, we will send you an email confirming we have received your order. We will then contact you via email confirming your order has been dispatched and provide you with a tracking number.
  • ORDERS - Where is my order?
    Your order will be dispatched from our warehouse within 2-5 business days, if not stated otherwise. Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or backordered. Rest assured, any shipping delays will be communicated. Once your complete order has been dispatched you will receive a shipment email providing a tracking number.
  • ORDERS - Why isn't tracking information updating?
    After receiving the shipment confirmation email, it can take up to 5-7 (5-10 for custom and handmade fixtures) business days until the tracking code is active. If you still experience problems, please don’t hesitate to email our customer service team at info@zcolon.com.
  • ORDERS - My package hasn't arrived?
    If your order hasn’t arrived within the estimated delivery time, as mentioned in our Shipping Policy, you can contact our Customer Service team at info@zcolon.com for further assistance. Please remember to provide your order confirmation number and item details when you contact us. If you’ve ordered during one of our sales or the busy Christmas period please bear in mind that your delivery might take longer than normal to get to you. Please note that if you have ordered more than one item, you may receive multiple shipment emails and items may arrive separately.
  • PAYMENTS - How can I pay for my order?
    We accept payments from all major credit and debit cards, we also support local payment methods like bank transfer or FPS. For your convenience we also offer accelerated checkouts with PayPal. We currently do not accept Cash on delivery.
  • PAYMENTS - Will there be duties/taxes on my package?
    Every country reserves the right to charge tax on any imports, which is entirely out of our control. In the event a charge occurs, customers are 100% responsible for all taxes, duties or tariffs if applied by your local customs. Note that, the taxes, duties, or tariffs are not part of the shipping charges. It is not charged by us nor your post office. It is charged by your country's customs department. For an exact costs of these fees you should see your local post office or customs office. We will not be responsible for such expenses under any circumstances.
  • PRODUCTS - How do I know if a light fixture can be used on a sloped/vaulted ceiling?
    A number of fixtures which hang from a single chain, cord, or with a small ceiling mount (pendant lights) and some chandeliers can be installed on sloped/vaulted ceilings. Note: Before placing your order, be sure to inform us where you are planning to install the fixture. It is advisable to send us a photo of your ceiling so that we can confirm if the selected fixture can be installed properly. Email your inquiry to info@zcolon.com.
  • PRODUCTS - Are wiring lengths fixed?
    Most of our fixtures’ suspension wires are adjustable. The specifications for the fixtures can be found on their different product pages.
  • PRODUCTS - Can the light fixtures be customized?
    Our aim is to preserve the concept and artistry behind the fixtures, some of them can definitely be customized to fit your specific needs. Send your inquiry to info@zcolon.com and we are glad to assist you. Note: Additional fees may apply to altered and customized products.
  • RETURNS & REFUNDS - Can I change or cancel my order?
    If you change your mind shortly after placing your order and want to request for your order to be cancelled/changed you can do so by emailing info@zcolon.com. Please include your full name, order number and email address within your request. Our Customer Service Specialists will check if it is possible to cancel/change your order before it is dispatched and if so, they will confirm your cancellation via email. Cancellation and order changes due to customer remorse or incorrect purchase decision must be received within 24 hours after placing the order. Cancellations can only be done prior to shipping. Once the shipping process has started, the fixture is considered sold and the order can no longer be cancelled. As we work around the clock to dispatch orders as quickly as possible we may not always be able to cancel/change your order once it has been placed. If this is not possible you will need to return it back to our warehouse once delivered for a refund.
  • RETURNS & REFUNDS - Can I return my product?
    We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly at info@zcolon.com and we’ll take you through the process. More information and details here: Returns & Refunds.
  • SHIPPING - From what locations do we ship?
    We are a Hong Kong company that sources our lightings from several vendors within the US, Europe and Asia. Our major warehouse is in Southern China, near Hong Kong, where most of our orders are shipped from.
  • SHIPPING - How long will it take to receive my order?
    Apart from bespoke items, all orders will be handled within 1-2 days and dispatched 1-3 days later depending on the current workload. Our FREE Premium Shipping is usually delivered within 5-7 business days. For more specific delivery estimates, see our Shipping Policy.
  • WARRANTY - Does my light fixture comes with a warranty?
    Most of our fixtures have a limited two-year warranty. Should you have any problem within this time frame, send us an email at info@zcolon.com. We’ll make sure to evaluate the issue and send you a replacement part or a new fixture, if necessary. Note: Replacement claims are subject to Z. Colon’s warranty guidelines and policies.
  • OTHERS - Any further question?
    Please contact us through our Contact Page or email info@zcolon.com ! We are glad to assist you.
bottom of page