Frequently asked questions (FAQ)
Orders & Payments
- Will I receive a copy of my invoice?
Our partner ModusLink will send you a digital version of your invoice by e-mail. This usually only takes a few working days. However, the ZEISS online shop does not provide for invoices to be sent by post.
- Why was my online order cancelled?
In the unusual event that our stocks do not conform to the availability advertised online, we reserve the right to cancel your order.
- Why is my order not listed in the order history?
If you have ordered as a guest (without a ZEISS customer account) unfortunately we are unable to display an order history.
If you have created a customer account after the purchase order as a guest, the last purchase order is also not visible in the purchase order history.
Usually all your orders (as a registered user) are displayed in the course of your customer account. If this is not the case, please contact our customer service.
- Where can I find my order number?
You will find the order number for your order in your e-mails as well as in your customer account and of course also on the invoice. Log in to the ZEISS online shop and click on "Order history".
- Which e-mails will I receive in connection with my order?
During the ordering process, ZEISS will provide you with all the necessary information about your delivery. Therefore, we will email you when we have received your order and when the ordered goods leave our logistics center. You can obtain the tracking information from our logistics partners DPD or DHL. In addition, you will receive an invoice by e-mail and information on returns.
- Is there a minimum order amount?
No, there is no minimum order amount in the ZEISS online shop.
- Who can I contact if I have questions about an open invoice?
ModusLink is the right contact for all questions regarding payment processing. The contact details are as follows:
7321 DL Apeldoorn
T: +44 (0) 20 7660 0000
Who are ModusLink:
ModusLink is a global logistics company and our partner for handling all orders. Our partnership with ModusLink ensures high reliability throughout the ordering process. ModusLink will deliver the goods, issue the invoice and process the payments when you make a purchase in the ZEISS online shop. In the case of a return, ModusLink will also process all necessary steps.
- How can I place an order?
You can conveniently place orders online with ZEISS. An order by phone or fax is unfortunately not possible, since you must legitimize yourself during the ordering process. The easiest way to do this is to create a ZEISS customer account. If you do not wish to register permanently, it is also possible to order as a guest.
- How long does it take to track my order?
As soon as your order leaves our warehouse, you can track it via tracking code. You will receive the related information shortly after your order by e-mail.
- How do I know that my order is being processed?
As soon as your order is processed, you will receive a confirmation e-mail from us. In this mail you will find all necessary information about your order.
- Can I pre-order or reserve a product?
In the ZEISS online shop you will find hundreds of products. You will recognize available products through the shopping cart icon. Products that are not available are marked with a letter icon which automatically triggers a product notification to you as soon as this product is available again. Products cannot be reserved or pre-ordered.
- Is it possible to order by phone?
Unfortunately, as specified above an order by phone and fax is not possible.
For your own security, only the following payment methods are supported: PayPal, credit card, EC or DeBit card or prepayment. These payment methods require that you identify yourself uniquely. Unfortunately, this is not possible by phone.
- Can I change or cancel my online order?
Since our processes are designed to ship your order as quickly as possible, it is no longer possible to change the order or cancel it afterwards.