Frequently asked questions - Online Shop

Creating an account offers several benefits:

• 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

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

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

You can contact customer support here or by telephone at 1-800-775-6020. Customer service is available Mon – Fri, 9 am to 4 pm.

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

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

Cookies are small files 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. Cookies also help collect statistical data on website usage to improve site accessibility and customer experience. Users can influence the use of cookies through their browser settings.

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

1. In the Shopping Bag, enter your Coupon Code/promotion code in the space marked 'Coupon Code / Promotional Code (optional).'
2. Click the 'Apply' button on the right side of the page.
3. 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.

We offer various payment options for your online order, including:

• American Express
• MasterCard
• Visa
• PayPal

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

Orders usually ship within 1-2 business days from when the order is placed. While we always strive to achieve this delivery time, we cannot guarantee it. We aim to get your goods to you in the shortest amount of time and in the most cost-effective way.

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 cannot 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.

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 the delivery charge for any product that develops a fault within a period of 1 year from delivery. If the customer wishes to return unwanted goods, they are responsible for the cost of return delivery.

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

Once you have added your chosen products to your cart, 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. You can also enter any voucher 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.

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