Limited Customer Service Christmas 2018

Frequently asked questions (FAQ)

Delivery Questions

Why has my order been delayed?
Although we aim to deliver your order within Germany within 2-3 business days, occasionally delays occur. This could be for one of several reasons: For example, if you purchase more than one product, your order may be shipped in multiple packages. Bottlenecks can also occur during sales or with special offers. If you placed your order on a public holiday, the delivery process may also be delayed.
When can I start tracking my order?
With "Track & Trace" you can easily track the status of your delivery online. As soon as your order has left our warehouse, we will send you the corresponding tracking link.
When will I receive my order?

The delivery date of your order depends on when your order leaves our warehouse, the location of the delivery address and which shipping method was chosen. For selected products, an estimated delivery date is specified during the order process. The estimated delivery date is calculated using various factors, including availability, processing time in the warehouse, selected delivery method and destination. Please note that estimated delivery dates are not guaranteed.

STANDARD
Ready for delivery within Germany: 2-3 working days

EXPRESS
Ready for delivery within Germany: 1 working day (if the order is received by 3pm on a working day)

What do I do if the wrong product is delivered?
If you have inadvertently received a wrong product, you can of course return it to us free of charge. Refer to the Return Center on our website. For questions, please contact Customer Services +44 (0) 20 7660 0000.
What should I do if I do not receive my delivery?

If you have placed an order and have not received it within three working days, please contact our Support Team.

The Support Team for payments, shipping and returns can be reached weekdays from 8am to 4pm (CET) on the following telephone number: +44 (0) 20 7660 0000.

How much is delivery?

In the ZEISS online shop, you can choose from two delivery options: Standard and Express.

For Standard delivery, we deliver your ZEISS product within 2-3 business days. Delivery costs depend on the amount of your order. For orders up to £ 50, delivery costs £ 5.90. Standard delivery is free for orders from £ 50. Our courier partner is DPD.

If you want your ZEISS product quickly, please choose Express delivery. Upon receipt of your order by 3pm (weekdays), we will deliver your ZEISS product the next working day. Express delivery costs £ 11.90 regardless of the order amount. Our courier partner is DHL Express.

How long will it be before my order arrives?
For a STANDARD order, goods usually arrive within 2-3 working days. If your order is particularly urgent, you can also order using EXPRESS delivery in the ZEISS online shop. If you choose this option, goods will be delivered to you within one working day.
How does delivery work in the ZEISS online shop?
When ordering in the ZEISS online shop, you can choose between STANDARD and EXPRESS delivery. Depending on your choice, your goods will be delivered to you within 2-3 working days (STANDARD) or within one working day (EXPRESS). With both options, your delivery can be easily tracked with the Track & Trace reference.
How do I check my order or delivery status?
You can clearly see the status of your order via your user account when logged in to the ZEISS online shop. As soon as the goods have left our warehouse, the delivery status can be tracked with the Track & Trace reference.
Change of address 
You can easily change the delivery address or manage multiple delivery addresses in your customer account. You could therefore, for example, have your order delivered to your workplace.
Express delivery 

In the ZEISS online shop, you can choose from two delivery options: Standard and Express.

For Standard delivery, we deliver your ZEISS product within 2-3 business days. Delivery costs depend on the amount of your order. For orders up to €100, delivery costs €5.90. Standard delivery is free for orders from €100. Our courier partner is DPD.

If you want your ZEISS product quickly, please choose Express delivery. Upon receipt of your order by 3pm (weekdays), we will deliver your ZEISS product the next working day. Express delivery costs €11.99 regardless of the order amount. Our courier partner is DHL Express.

Can I rearrange delivery of my package if I missed a delivery attempt?
You can easily schedule the delivery time of your package online. For Standard delivery, visit the DPD parcel service page. If you have chosen Express delivery, DHL Express is responsible.
Are there places where ZEISS do not deliver?
At present, we only deliver our products to Germany, Austria and Great Britain (some remote area's excluded from shipment). Orders can only be made in these countries and delivered to them.


Excluded area's
AB31 4 AB31 5 AB31 6 AB31 9 AB33 8 AB34 4 AB34 5 AB35 5 AB36 8 AB37 9
AB38 7 AB38 9 AB44 1 AB45 1 AB45 2 AB45 3 AB53 4 AB53 5 AB53 6 AB53 8
AB53 9 AB54 4 AB54 6 AB54 7 AB54 8 AB54 9 AB55 4 AB55 5 AB55 6 AB56 1
AB56 4 AB56 5 DG3 4 DG3 5 DG4 6 DG6 4 DG7 1 DG7 2 DG7 3 DG8 0
DG8 6 DG8 7 DG8 8 DG8 9 DG9 0 DG9 7 DG9 8 DG9 9 FK18 8 FK19 8
FK20 8 FK21 8 G63 0 G63 9 HS1 2 HS2 0 HS2 9 HS3 3 HS4 3 HS5 3
HS6 5 HS7 5 HS8 5 HS9 5 IV13 7 IV21 2 IV22 2 IV23 2 IV24 3 IV25 3
IV26 2 IV27 4 IV28 3 IV40 8 IV41 8 IV42 8 IV43 8 IV44 8 IV45 8 IV46 8
IV47 8 IV48 8 IV49 9 IV51 0 IV51 9 IV52 8 IV53 8 IV54 8 IV55 8 IV56 8
IV63 6 IV63 7 KA27 8 KA28 0 KW1 4 KW1 5 KW10 6 KW11 6 KW12 6 KW13 6
KW14 7 KW14 8 KW15 1 KW15 9 KW16 3 KW17 2 KW2 6 KW3 6 KW5 6 KW6 6
KW7 6 KW8 6 KW9 6 PA20 0 PA20 9 PA21 2 PA22 3 PA23 7 PA23 8 PA24 8
PA25 8 PA26 8 PA27 8 PA28 6 PA29 6 PA30 8 PA31 8 PA31 9 PA32 8 PA33 1
PA34 4 PA34 5 PA35 1 PA36 4 PA37 1 PA38 4 PA41 7 PA42 7 PA43 7 PA44 7
PA45 7 PA46 7 PA47 7 PA48 7 PA49 7 PA60 7 PA61 7 PA62 6 PA63 6 PA64 6
PA65 6 PA66 6 PA67 6 PA68 6 PA69 6 PA70 6 PA71 6 PA72 6 PA73 6 PA74 6
PA75 6 PA76 6 PA77 6 PA78 6 PH17 2 PH18 5 PH19 1 PH20 1 PH21 1 PH22 1
PH23 3 PH24 3 PH25 3 PH26 3 PH30 4 PH31 4 PH32 4 PH33 6 PH33 7 PH34 4
PH35 4 PH36 4 PH37 4 PH38 4 PH39 4 PH40 4 PH41 2 PH41 4 PH42 4 PH43 4
PH44 4 PH49 4 PH50 4 ZE1 0 ZE1 9 ZE2 9 ZE3 9