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Frequently Asked Questions

ACCOUNT

What are the advantages of creating an account?

  • Easy Checkout
  • Save your information to make future ordering quick & easy
  • Order Tracking and History
  • View and track orders online
  • Easy reordering and checkout
  • Save & Share Your Favorites
  • Become eligible for offers available only to registered customers

What do I do if I forget my password?

If you forget your password you can click on the ‘forgot password’ link on the account sign in page. Please enter your email address, you will then receive an email which allows you to reset your password.

How can I change my password?

You can change your password in the password section in your account.

CONTACT

How can I contact customer service?

You can contact customer service by email at customerservice@zwilling.ca or by telephone at 1-800-775-6020. Customer service are available Mon – Fri, 9am to 4pm.

DATA PROTECTION

Will my data be stored?

To place and complete your order effectively and to answer enquiries fully, ZWILLING stores certain information about you. ZWILLING stores your first name, last name, date of birth, address details and email. Further to this ZWILLING stores your order data, such as items bought, quantities, prices and date the order was placed. We do not store payment details.

Will my data be shared with third parties?

ZWILLING does not share or sell you data to third parties.

What are cookies and how are they used?

Cookies are small files that are stored on your device when you visit certain web pages. They collect and remember data such as items in your basket and remember you when you return to the site. In addition, statistical data on website usage can be collected and analysed and used to improve the sites accessibility and customer experience. Users can influence the use of cookies. Many browsers offer the option of restricting the storage of cookies or stopping the use of cookies completely. In this case some features of the website may not function properly, purchases can however still be made. On this website, cookies are used by ZWILLING J.A. HENCKELS. The user is notified at the beginning of their visit to the site. By using the website, the visitor agrees to the use of cookies unless the user changes the settings in the web browser themselves to disable the cookies. Cookies may also be used for retargeted advertising.

PROMOTIONS

Occasionally, ZWILLING will offer code-based promotions that can be redeemed online. Promotions and discounts, including free shipping, will be communicated on the website, through emails, and direct marketing, such as mailers.

To redeem a code-based promotion, perform the following steps:

In the Shopping Bag, enter your Coupon Code/ promotion code in the space marked "Coupon Code / Promotional Code (optional)."

Click the "Apply" button on the right side of the page.

Prices for the items that are valid for the discount will be reduced by the amount of the promotion, and reflected in your ORDER SUMMARY.

The following restrictions apply: To qualify for a specific promotion, your order must be placed during the specified promotion period. We cannot apply a promotion to a previous purchase. Some promotional offers may not be combined with other offers. Your order may need to be of a certain dollar amount to qualify; shipping and taxes are not applicable towards the qualifying amount.

Once you applied the promotion to your order, the prices and shipping charges, if applicable, will be adjusted according to the applied promotion, with the discount reflected in your GRAND TOTAL.

Only one promotional code may be used per order. Offers may be used only once unless otherwise specified.

Free shipping offers are valid on standard shipping for orders placed at zwilling.com/ca with a specified minimum purchase.

The offer may only apply to certain price points or select products. Offers may not be valid at ZWILLING Stores. No adjustments will be made to existing orders, and cannot be applied to returned merchandise.

PAYMENTS

PAYMENT METHODS

When choosing the credit card payment option, please provide the billing address associated with the card you're using for your purchase. This ensures smooth processing of your order. We offer various payment options for your online order, including:

  • American Express
  • MasterCard
  • Visa
  • PayPal

PRE-AUTORIZATION HOLDS

When you make a purchase using your credit card, a temporary hold or preauthorization may be placed on your card for the order total. Pre-authorizations are common to authorize the transaction and hold the balance for the order. This hold is temporary and charges will only be applied towards the items that been confirmed shipped. Charges may show separately as orders with multiple items may be shipped out separately.

DELIVERY

Where do you deliver to?

We deliver within Canada only. Delivery charges will differ so please check before you order.

How long will it take for my delivery to arrive?

Orders usually ship within 7-14 business days from when the order is placed. While we always strive to achieve this delivery time, we cannot guarantee this. We aim to get your goods to you in the shortest amount of time and in the most cost effective way. During busy periods, extreme circumstances or unforeseen circumstances may cause delivery times to be delayed.

How much are the shipping costs?

We offer free delivery on all orders over the value of $99 or a flat rate of $15 for all other orders. We only deliver within Canada.

Is there a minimum order quantity?

No, at ZWILLING there is no minimum order quantity.

How can I track the delivery of my order?

You will receive a shipment confirmation email, which will contain a link for you to track your parcel.

What do I do if my order does not arrive?

If your order does not arrive please contact customer services at customerservice@zwilling.ca or 1-800-775-6020 and a member of the team will be able to help you.

Which delivery service does ZWILLING use?

ZWILLING J.A. Henckels Canada LTD. uses FedEx or Canada Post to deliver your order.

DECLINES

For both your security and ours, we use a third party company to verify all of our online payments. If your order is denied, it could be due to various reasons which we could not override. Please make sure your billing and shipping address is exactly as it appears on your credit card or banking statement.

If you cannot get your order to go through, please try PayPal. We accept PayPal orders since they are imported through a verified source. For more information on PayPal, please visit, www.paypal.com.

EXCHANGE

Can I return goods and who bears the cost?

If your product arrives faulty or damaged ZWILLING J.A. HENCKELS will refund the purchase price and delivery charge. We will also refund the purchase price together with delivery charge for any product that develops a fault within a period of 1 year from delivery (other than due to normal wear and tear, failure to follow instructions or misuse). If the customer wishes to return unwanted goods they are responsible for the cost of return delivery.

Is there a return period?

If you wish to return an unwanted product you have 14 days from the day you receive the goods to cancel. If you wish to return a faulty product you have up to 1 year.

NEWSLETTER

How do I sign up for the newsletter?

Please enter your email address in the newsletter sign up bar and confirm subscription. You will receive an email confirmation with a link to finalize your sign up.

What are the advantages of a newsletter subscription?

Be the first to know about promotions, competitions and new products and also get exclusive discount codes to use in the online shop.

How do I unsubscribe from the newsletter?

You can find the unsubscribe link at the bottom of each newsletter.

ORDER

How can I order from ZWILLING?

Once you have added your chosen products to your account, click the ‘Checkout’ button. This will open a new window, where you can see all the products you have chosen, the shipping cost and the total bill. Also on this page, you can enter any vouchers codes or amend the products you have chosen. Then you can click the ‘Next Step’ button, which will take you to the sign in page. If you already have an account you can sign in using your email address and password, if not you can register. If you do not want to register you can continue your purchase as a ‘guest’. You will then be asked for your billing and shipping address. If you have already shopped with us and have an account these details will be automatically filled in, but you can still change them if necessary. The next step is to input your payment details. You can pay by credit card or PayPal. Once you have paid you will receive a confirmation email with your order confirmation number and details of your order.

How can I check the status of my orders?

If you wish to see the status of your orders, please log into your account and look under ‘order history’.

What payment options do you accept?

Zwilling J.A Henckels Canada Ltd. accepts payment by credit card or PayPal.

Can I specify a separate delivery address?

Yes, you can enter a different delivery address and billing address. If you wish to change the delivery address after you have placed your order, please contact customer service.

OTHER

How can I search for items?

There is a search bar located in the top right hand corner of each page. Simply enter your search term to see the results.