Frequently Asked Questions


General Questions

Who is Moduslink?
Moduslink is a global logistics company and our partner for handling orders. Our partnership with Moduslink ensures high reliability throughout the ordering process. Moduslink will deliver your purchases, invoice you and process payment when you buy products via the ZEISS online shop. Moduslink will also process any returns.
Who can I contact if I have a question about the online store or an order?
Our Service Center will help you with any questions about our products or a specific order. We are available weekdays from 8am to 4pm (CET) by phone on +44 (0) 20 7660 0000. Outside of these hours, please use the contact form on our website.
Service and opening times
You can contact Customer Services by e-mail at any time. The easiest way is to use the contact form on our website. On weekdays from 8am to 4pm (CET), Customer Services are also available by phone on +44 (0) 20 7660 0000.


My Customer Account & Newsletter

Why is my return not displayed in the customer account?
To make your return clear, it will be displayed in your customer account. This may take 1-2 working days. If there is a longer delay, please contact our Customer Hotline.
Where do I see my order status? 
You can see your order status in your personal customer area. Click on the link "My orders". You will also receive detailed information about the order status via e-mail and after despatch via your Track & Trace reference.
What do I have to do to avoid receiving newsletters or other marketing related emails?
You can set newsletter preferences in your customer account. If you no longer wish to receive information from ZEISS, you can unsubscribe from the newsletter and other marketing-related emails in the customer area.
What are the advantages of customer account?  
With a ZEISS customer account, you can enjoy several advantages including premium delivery tracking, Quick Checkout and wish list management.
I have forgotten my password, what can I do?
If you have forgotten your password for the ZEISS online shop customer area, you can simply request a new password during the login process. Click on "Login" and then on "Forgotten password". Then follow the instructions, which you will receive by e-mail.
How do I set up an account? 

The following information is needed to register for the ZEISS online shop:

- First and Last Name
- E-mail address
- Personal password and security question
- Delivery address

How do I set up a product alert?  

If you want to buy a ZEISS product that is no currently or not yet available, you can easily create a product alert. Then you will receive an e-mail as soon as the product is available. To do this:

1. Create a personal and free account for the ZEISS online shop
2. Navigate to the desired product
3. Then click the "Notify me when available" button
4. Verify your e-mail address to which the information should be sent

How do I delete my account? 
If you no longer want to use your ZEISS account, you can deactivate your personal profile in the customer area.
How do I change my account settings? 
In the customer area, your personal preferences can be easily amended - from payment methods to delivery and billing addresses as well as numerous other settings.
How can I set up a wish list? 
Once you have a ZEISS account, you can save your favourite products in a wish list. Wish lists can be found in the ZEISS Online Shop in the upper menu bar.
How can I change my address?
You can easily change your address details in your personal online customer area. For name changes - for example, after getting married - please contact Customer Services.
Can existing ZEISS logins be used for the new online store?
Not yet. If you already have a login to another ZEISS online shop, the app or another application, it will not yet work in the shop. However, registration is very simple, secure and free. We are currently working on a solution so that you can use your ZEISS login for further applications.


Offers & Vouchers

Why can I not use my voucher for discounted items?
All voucher codes for the ZEISS Shop refer to the non-reduced RRP. Double discounts are unfortunately excluded.
What happens to my voucher when I return all or part of my online order or it is cancelled? 
The coupon code loses its validity after being used successfully.
What do I need to know about using a voucher?  
If there is an error in redeeming the voucher, please check whether a space has been accidently entered before or after the voucher code. Also check that the code is entered correctly if it has been entered manually. Some coupon codes are product specific and cannot be applied to all items in the shop.
What can I do when my voucher code is not recognised?
If there is an error in redeeming the voucher, please check whether a space has been accidently entered before or after the voucher code. Also check that the code is entered correctly if it has been entered manually. Some coupon codes are product specific and cannot be applied to all items in the shop.
How do I use my voucher? 
A voucher can be redeemed during checkout in the shopping cart. Simply enter the voucher code in the field "Enter promotion code" and press "accept". The system will then show you if your voucher code is valid. The discount and the new final total will also be displayed.
How do I request a replacement voucher? 
Please use our contact form and select "Gift vouchers and promotions" as the subject. Tell us your old voucher code in the "Questions and Comments" box and explain the situation. After checking all the circumstances, we will then send a replacement voucher if authorised.
Can I buy vouchers for particular monetary amounts to use in the ZEISS online shop?  
Vouchers for particular monetary amounts are currently not available for the ZEISS online shop.


Orders & Payments

Why was my online order cancelled?
In the exceptional circumstance that our inventories do not match the availability advertised online, we reserve the right to cancel your order.
Why can't I find my order in my order history?

If you have ordered as a guest (without ZEISS customer account), we cannot display an order history. If you have created a customer account after ordering, the last order is also not visible in the order history.

Usually all your orders (as registered user) are displayed in the course of your customer account. If this is not the case, please contact our customer service.

Where do I find my order number? 
The order number for your products can be found both in the e-mail sent to you and in your customer account. Log in to the ZEISS online shop and click on "My Orders".
What emails 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 e-mail you when we have received your order and when the goods have left our logistics centre.
Is there a minimum order amount?
No, the ZEISS online shop has no minimum order amount.
Who can I contact when I have a question about an unpaid invoice?

Moduslink is the contact for all accounting matters. Contact details are as follows:
Moduslink B.V.
Wapenrustlaan 11-31
7321 DL Apeldoorn
Netherlands
T: +44 (0) 20 7660 0000

How can I place an order?
Ordering with ZEISS can be done easily online. Ordering by phone or fax is unfortunately not possible because you have to confirm your identity during the ordering process. The easiest way to do this is to create a customer account. If you do not want to register, you can order via a guest account.
How long will it be before I can track my order?
As soon as your order leaves our warehouse, you can track it via the Track & Trace reference. You will receive this information by e-mail shortly after your order.
How do I know that my order is being processed? 
As soon as your order is processed, you will receive confirmation by e-mail which will contain an overview of your order.
Can I pre-order or reserve a product?
In the ZEISS online shop you will find hundreds of products. The availability of each product can be found in the "Availability" column. You can pre-order new products via the shop, but it is not possible to reserve individual products.
Can I order by phone?

Unfortunately, ordering by phone or fax is not possible.

For your own safety, we only accept the following payment methods: PayPal, Credit Card, EC or Debit Card or prepayment. For these payment methods, it is a prerequisite that you clearly identify yourself. This is unfortunately not possible by phone.

How 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.


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 do I receive a Track & Trace reference for 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 number.
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 €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.

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


Returns & Refunds

Will I get a refund on my shipping costs if I return my product?
ZEISS can only refund you the retail price. Delivery and handling fees are excluded from the refund.
What are the conditions to return my product(s)?
Returning a product to ZEISS is possible under the following conditions: The product must be in new condition, must be returned in its original packaging and must contain all packaging materials, warranty certificates, manuals and accessories. For incomplete returns, we reserve the right to refuse the return or to charge a fee of 10 percent of the order value.
How many days do I have to return my order?
You have a total of two weeks to test your new ZEISS product. If you are not satisfied, you can return the item within 14 days from the date of purchase.
How long does it take to process my return? 
Once we receive your return, we will check it in detail. Depending on our workload, it takes between 5 and 14 days for the refund to be credited to your account.
Will delivery charges be refunded if I return my order?
ZEISS can only refund you the retail price. Delivery and handling fees are excluded from the refund.
How do I get my money back?
After returning goods, you will receive your credit note at the latest after 14 days from return receipt. Please note that the refund will be made via the payment medium you used for your order. The following payment options are available in the ZEISS online shop: PayPal, Credit Card, Debit Card or Prepayment.
Can I return several orders together?
For logistical reasons, it is unfortunately not possible to combine several returns into one. However, as returns with a return label are free of charge anyway, please send returns from different orders separately.
Can I return my online order to a retailer?
Unfortunately, it is not possible to return an online order to a retailer.


Products

Will sold-out products be available again at a later date? 
Almost all products in our range are available as soon as possible after selling-out. However, this is not the case with discontinued models. Therefore, look in our shop for a suitable successor model or Customer Services will be happy to advise you.
Where can I submit feedback or complaints?
Feedback or complaints can be made to Customer Services via e-mail or telephone. Our Customer Hotline can be reached weekdays from 8am to 4pm - we answer emails within 2 working days.
What warranty do I get on my product(s)? 
ZEISS offers a two-year warranty from the date of purchase for its photographic lenses. An extension to three years is possible after registering online with ZEISS. Please note that registration must be completed within four weeks of purchase.
What can I do if the product I want is no longer available? 
Our products are in high demand. Therefore, certain ZEISS products may be temporarily unavailable. In our online shop, you can see when a product will be approximately available again.
How do I know my product is genuine? 
When you order in the ZEISS online shop, you are guaranteed to receive high-quality original products from us. You can even register your original ZEISS photographic equipment with us to secure, for example, an extended warranty period.
Can warranties from an online order also be handled by a retailer? 
Unfortunately, the ZEISS retailer network does not handle warranty claims for products purchased online. For this reason, you have to contact our partner Moduslink to arrange a return. Moduslink will initiate and deal with any returns.

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