Frequently asked questions

To create your account on the Zapa online store:

1. Click on the "My Account" tab at the top right, symbolized by the first icon.

2. Once on the identification page, enter your email address, a password, and click on "Create my account".

3. Enter all required information in the appropriate fields.

4. Validate.

To ensure you receive order confirmation and shipping emails, we systematically verify the validity of your email address when creating your customer account.

We recommend that you provide a valid email address during registration. An email address may be considered "invalid" if the domain name (the part of your address after the "@") is not recognized, reliable, or is incorrect.

Changing your personal information is very simple:

1. Click on the "My Account" icon at the top right.
2. Log in by entering your credentials.
3. Once logged in, click on "Information".
4. View and modify your personal information.

To log in to your account, click on the "My Account" icon at the top right and enter your username and password. If you cannot log in, check that your email address or password is correct, and be mindful of case sensitivity.

If you have forgotten your password, you can request a new one using the email address you used to create your customer account.

If you have forgotten your password, click on the "My Account" icon at the top right, then in the "Already a Customer" space click on "Forgot Password?". After clicking on the "Forgot Password?" link, please enter the email address used to create your account. A password reset link will be sent instantly to the email address provided.

Remember to check your junk or spam folder if you do not receive it.

 

To stay informed about the brand’s news and our exclusive offers, sign up for the Zapa newsletter. To do this, simply enter your email in the "Receive the Zapa Newsletter" section at the bottom right of the homepage.

You can also sign up for the newsletter and Zapa SMS from your customer account. To do this, click on the "My Account" icon at the top right and enter your username and password. Once logged in, in the "Newsletter" space, click the box next to "I want to receive newsletters" then "Validate". By subscribing to our newsletter, you agree to the Zapa terms and privacy policy.

 

You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive.

You can also unsubscribe from the newsletter and Zapa SMS from your customer account. To do this, click on the "My Account" icon at the top right and enter your username and password. Once logged in, in the "Newsletter" space, click the box next to "I unsubscribe from the Zapa newsletters" then "Validate".

 

The information you provide to process your order is used only within the framework of our commercial relationship. This information will not be shared with third parties or sold. In accordance with the Data Protection Act of January 6, 1978, you have the right to access and rectify your personal data. Regarding your banking information (credit cards), this is used only for your payment with our secure payment partner Ogone. We do not retain any of your banking information.

The Wishlist option allows you to create a selection of products that you can later find at any time in your customer account. To do this, you must have or create a customer account on the site.

You need to add an item to your Wishlist from a product page. Simply go to the relevant product page and click "Add to Wishlist".

You can then find your Wishlist from your customer account. To do this, click on the "My Account" icon at the top right. In the "Wishlist" space, you can find all your favorite items.

From your selection, you can easily transfer part or all of your products to the cart by clicking on "Add to cart".

Please note, products added to your Wishlist are not reserved.

SEARCH FOR A PRODUCT

To place an order on the Zapa store, simply browse the site by accessing the products offered in the various categories. You can navigate by searching for items by type by clicking on the different categories.

CHOOSE AN ITEM

When you are on a product page, you need to select the desired size and color. Choose the items you want to buy by clicking on the "Add to cart" button.

CHECKOUT AND ORDER

Once all the items you want to buy are in your cart, you can check its contents by clicking on the "Cart" icon at the top right, then proceed by clicking on the "Finalize my order" button.

You will then need to choose to log in or create your Customer Account.

To create your account on the Zapa online store:

1. Click on the "My Account" tab at the top right symbolized by the "person" icon.

2. Once on the identification page, click on "Create my account".

3. Enter all the required information in the appropriate fields.

4. Validate.

Once identified, you can enter or confirm your delivery address and choose the desired delivery method.

If you have a promotional code, you can enter it in the "Promo Code" box provided at the checkout stage. To confirm the promotional code, don't forget to click on the "OK" button.

MAKE PAYMENT

We accept payments by credit card (Carte Bleue, Visa, MasterCard, and American Express) or PayPal. For credit card payments, you will need to enter the card number, its expiration date, and its security code. Additional information may be requested by your bank to ensure a more secure payment.

Payments by credit card are entirely managed by the Ogone online payment solution. This means that no banking information about you passes through our site.

The Zapa site is equipped with 3D Secure technology, ensuring optimal security. Thus, you may be asked to enter a password, your date of birth, or a one-time dynamic code communicated by SMS. For more information, please contact your bank.

To ensure optimal transaction security, our site only accepts online payments by credit card. Therefore, you cannot order by phone.

 

Orders are prepared within 5 days (subject to stock availability). They are then handed over to the carrier according to the selected delivery method and country. Once your order has been shipped, an email will be automatically sent to you.

 

To track your package, log in to your personal space by clicking on the "My Account" icon at the top right and entering your username and password. Once logged in, in the "Orders" section of your customer account, you can track the progress of all your current, shipped, returned, or canceled orders. Simply search for the relevant order and click on "View order".

Upon shipment of your order, an email will be sent to you with a shipping number and a link to track your package.

Depending on the chosen delivery method, you can also track your order by entering the shipping number on one of the following links:

- Mondial Relay: https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi/

- Colissimo: https://www.laposte.fr/particulier/outils/suivre-vos-envois

- TNT: http://www.tnt.fr/public/suivi_colis/recherche/index.do

Currently, it is not possible to cancel or modify your order. Once the payment is validated, your order is sent for preparation in our warehouse to be shipped as soon as possible.

 

Currently, it is not possible to change your delivery address. Once the payment is validated, your order is sent for preparation in our warehouse to be shipped as soon as possible.

If your address is incorrect and the carrier is unable to deliver, your package will be returned to our warehouse and automatically refunded.
 

You can choose from several payment methods:

CREDIT CARD

Carte Bleue, Visa, MasterCard, and American Express.

To purchase with a credit card, select “By credit card” when choosing the payment method.

PAYPAL

To purchase using PayPal, select “By PayPal” when choosing the payment method, then click on “Confirm payment.” You will be redirected to the PayPal page to complete the payment. At the moment, we do not accept payments in installments.

ALMA: Payment in installments

To purchase in 3 or 4 installments without fees, the cart amount must be over 300 euros.

Note that store credits issued in boutiques cannot be used on the Zapa site.
 

It is currently not possible to pay with a gift card on the Zapa site. Our site only accepts online payments by credit card or PayPal.

If you have a gift card, we invite you to visit a boutique.

 

To ensure optimal transaction security, our site only accepts online payments by credit card. It is not possible to order by check.

 

Yes, it is possible to pay the cart amount in installments thanks to Alma’s 3 or 4 installments without fees*.

*Installment payments are available for carts over 300 euros.
 

The Zapa online store uses the Ogone online payment solution, recognized by the main financial players. It has been developed so you can make payments in an ergonomic and friendly environment, with optimal security and respect for privacy. We use an encrypted SSL secure connection (indicated by a small padlock to the left of the website address bar), guaranteeing maximum security. Your banking data is transmitted directly to the bank and is not stored.

https://payment-services.ingenico.com/fr/fr

To use your promotional code, please enter it on the checkout page in the “Promo Code” box and click “OK.” Any discount will then be automatically applied.

The promotional code is for single use and cannot be combined with another promo code.

We cannot recredit the commercial advantage associated with a code after an order. Therefore, we do not accept any claims following improper use or omission of a code.

 

If your promotional code doesn’t work, check the date and ensure that the validity conditions of your code are met. Also, make sure to enter the code without any spaces and click the “OK” button to validate it. Clear your computer’s cache if needed.

If your code works, any discount will then be automatically applied.

Promo codes are not cumulative: if you have several, only one can be used per order.

 

To benefit from the 3x installment payment by Cofidis, the following conditions must be met:

- Your cart amount must be between 300€ and 3000€.
- Accepted cards are: CB, VISA, MasterCard.
- The credit card must have at least 3 months of validity remaining to ensure the 3 CB payments.
- Refused cards are: Maestro, Electron, foreign CB; E-carte bleue (virtual card).
 

Orders are shipped by TNT within Metropolitan France and by DHL internationally.

Once your order is prepared (within 24 hours to 5 business days depending on available stock), delivery times vary based on the delivery method selected when you finalize your order:

Delivery Method	Delivery Country	Cost	Delivery Time	Return Cost
In-store Pickup	Metropolitan France & Belgium	Free	Free 2 to 5 days	At your charge
Home Delivery	Metropolitan France & Belgium	Free	Free 2 to 5 days	At your charge
International Delivery	Luxembourg, Ireland, Germany, Italy, Portugal, Poland, Netherlands, Sweden, Hungary, Denmark, Finland, Spain	€20 incl. VAT	3 to 7 days	At your charge

We currently deliver to Metropolitan France, Belgium, Luxembourg, Ireland, Italy, Portugal, Poland, Netherlands, Sweden, Hungary, Denmark, Finland, Germany, and Spain.

Currently, for logistical reasons, we do not have a collection point at our warehouses.

 

If you are not at home at the time of delivery, a notice will be left by the delivery person in your mailbox. This notice indicates the time and day of the delivery attempt as well as the pickup point where you can retrieve your package. You must then go to the indicated pickup point with the delivery notice and a piece of identification to collect it. You have 10 days to do so; otherwise, the package will be returned to us.
 

If you have not received your order and the delivery time has expired, please check your email and spam messages. It is likely that you have received an email informing you of the shipment of your order with a tracking number and a link to track your package.

Depending on the delivery method chosen, you can also track your order by entering the tracking number on one of the following links:

- MONDIAL RELAY : https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche-de-chez-moi/

- COLISSIMO : https://www.laposte.fr/particulier/outils/suivre-vos-envois

- TNT : http://www.tnt.fr/public/suivi_colis/recherche/index.do

You also have the option to check the status of your order in the “ORDERS” section of your personal space by clicking on the “MY ACCOUNT” icon at the top right.

Please note that during sales periods, delivery times may be slightly extended.

You have 15 days from the date of receipt of your order to report any non-compliance issues with the products received.

In the case of a defective product confirmed by Zapa, a prepaid return label will be sent to you by email so you can return the product to us.

If any of our products do not meet your satisfaction, you can return any item purchased on our site within 15 days from the date of receipt of your order, without needing to provide a reason, as long as the product is in perfect condition.

 

You have two options to return your order (within 15 days of receiving your parcel).

1. In-store returns

It is possible to make free returns in store*, only for items from the current collection available in stores.

*Outlet and Last Chance items are not accepted in stores.

2. Online returns via prepaid label

To return your order, please follow these steps:

1. Log in to your customer account.
2. Go to the relevant order and click on “Print your return label.”
3. A €5 return fee will be deducted from your refund.
4. Fill in the delivery note included in your order, indicating the reason and quantity for each returned item.
5. Place this document inside your parcel. Without this document, we will not be able to process your return request.
6. Drop off your parcel at a collection point near you.

3. Online returns via post

To return your order, please follow these steps:

1. Fill in the delivery note included in your order, specifying the reason and quantity of each returned item.
2. Place this document inside your parcel. Without this document, we will not be able to process your return request.
3. Write the following return address on your parcel:

DIMOTRANS for ZAPA – E-commerce Returns Department

Zone Industrielle des Miels

25870 DEVECEY

France

1. Take your parcel to your local post office.

Please note that return shipping costs are at your expense.

Currently, it is not possible to return items purchased online to a Zapa store. To return an order, please follow the steps below:

1. Fill out the delivery note included with your order, specifying the reason and quantity of each returned item.
2. Place it inside your package. Without this document, we will not be able to process your return request.
3. Write the return address on your package as indicated in the documents included with your order.
4. Go to your post office.

Please note that the return is at your expense.

 

Currently, it is not possible to exchange an item purchased online on our site. Therefore, we invite you to return the products for a refund and then place a new order. Items purchased online cannot be exchanged in-store.

 

Once your package is received by our warehouse, your refund will be processed within 15 days directly to the payment card used to place your order. If you have a deferred debit card, the refund will occur under the same conditions as your usual debits.

Return costs vary depending on the delivery method chosen when placing the order:
 

Delivery Method	Return Cost
In-Store Pickup	At your charge
Home Delivery	At your charge
Relay Point Delivery	At your charge

In the event that the return is due to an error on our part, the return shipping costs will, of course, be fully covered by Zapa.

• In case of a return, Zapa will refund the customer all payments received. The refund will be made to the bank card used for the purchase. However, the customer will need to cover the direct costs of returning the item unless the return is due to an error attributable to Zapa.

These emails may be in your "junk" or "spam" folder in your email client, as email providers are increasingly vigilant about protecting users' privacy by flagging emails from non-contacts. We recommend whitelisting the domain https://www.zapa.fr in your spam filter and/or email client.

 

If your payment is not processed, please ensure that your card numbers and expiration date are correct. Check with your bank to make sure they are not blocking the payment. For security reasons, customer service does not have access to your banking details.

The Zapa website is equipped with 3D Secure technology, ensuring optimal security. You may be asked to enter a password, your date of birth, or a one-time dynamic code sent by SMS. For more information, please contact your bank.

 

The ZAPA.fr website is compatible with Microsoft Internet Explorer 8 or higher, as well as all versions of Mozilla Firefox, Google Chrome, Safari, and Opera.

The PREMIUM card offers a 30% discount on all our Women's Collections for a year, excluding Iconic items.

The card is available in all our stores, and you will automatically attain premium status after accumulating 1000 euros in purchases in our stores and on the Zapa website (excluding partners and outlet stores) over one year.

The PREMIUM status grants you the following exclusive benefits and services:

- 30% discount on our collections all year round, excluding Iconic items
- Free delivery on ZAPA.fr (within Metropolitan France only)
- Private shopping sessions
- Early access to Private Sales

To use your premium benefits, enter your premium code in the "ADVANTAGE CODE" box on the checkout page and click "OK."

Want to join our teams in-store or at headquarters? Check out the "Join Us" link.

You can text us on Whatsapp : : +33 (0) 6 70 35 74 43