CUSTOMER CARE

Have any questions or concerns? 

We’re always ready to help!

 

send us an email to:

info@tazeros.shop

FAQ

My Orders
How do I place an order?
Once you have chosen your items, please select the size you would like by clicking on the drop down menu on the product page. You can then input the quantity you require and click “Add to Cart”. You may either then continue shopping or click on the “Checkout” button on the right hand side of the page.
Once at the checkout stage, you can enter your address, choose a delivery method and remove items if you have changed your mind. If you are already registered, please log in to your account to retrieve your address information.
There is a problem with my order, who do I contact?

If you have a problem with your order, please contact our customer services team. Their contact details are always available at the top of our website.

Please note it is the customer’s responsibility to ensure all details are correct before they place an order.

Once the order has been “Completed” we are unable to:

Add/Deduct items in your order
Change the sizes you have requested
Change the delivery method
Change the shipping address
Combine shipments (if you have placed more than one order with us)
Cancel your order
The item I would like to purchase states “Backorder”, what does this mean? - If you have selected an item marked as “Backorder” we unfortunately do not have the item in our warehouse. You can still order the item online and we will have the item tailored for you. Please allow 3-4 weeks for this garment to arrive in our UK distribution centre from when we will dispatch it to you within 72 working hours. Please allow the appropriate time for the item to be delivered.

I have received an out of stock email when the item was stated as in stock. My account says the order is complete, can you please confirm? - We may have experienced an inventory error with your order. If this has occurred we will email you to notify you of this right away. This will state the delivery lead time of the item and requests confirmation you are happy to wait. If you do not wish to wait you may select an alternative item which is in stock for immediate dispatch. Alternatively we can process a full refund to the original payment method. Please contact our customer services team and they will be happy to assist you.

I cannot place an item in my cart - If the size drop down menu is not available we no longer have the item in stock. These are usually promotional items and there are no current plans to receive these items back into stock. We apologise for the inconvenience, but we have many other designs across the website for you to choose from.

I have placed my order but my items are still in my cart - If you have placed your order and the items are still appearing in your cart, please check if you have received a confirmation email. This may have been filtered to your “Junk” email folder by your spam filters. If the funds have been deducted from your account and you do not have an order confirmation please contact the customer services team.

I haven’t received an email confirmation for my order - Please check your “Junk” email folder as your spam filters may have blocked the email. If you do not have the confirmation, please contact customer services with your name and email address and they will confirm if your order has been placed. Please also check if the funds have been deducted from your account. If this is the case, please let us know the transaction ID and we will do our best to locate your payment.

I have made a duplicate order, what can I do? - Please contact the customer services team as soon as you are aware of the situation. We will do our best to cancel the duplicate order. However if the order is completed we will be unable to cancel it, but you can return the extra items under our standard returns policy.

I have received my order, but one of my items is missing, what do I do? - If you selected an item marked “Backorder” this will have been placed on order for you with our manufacturer. This is a made to order service with a 3-4 week lead time and is shipped separately from the rest of your order. However if all your order was marked as in stock and you have not received an email from us please contact customer services and they will be able to look into this for you.

I have received an incorrect item in my order - We do our best to avoid making mistakes however errors can happen and we do apologise. Please contact customer services and they will be able to provide you with a free label to return the incorrect item and arrange for the correct item to be dispatched.

Payments

How secure is your website? - Our website checkout is 128 bit secure. Payment details are not stored on our website for security reasons; cash card details are only ever entered into a Paypal or DPS portal, both companies are fully FSI compliant.

Which payment methods do you accept? - We accept payment by MasterCard, VISA and PayPal. We do not accept laser card or postal orders.

My card has been declined - If your card has been declined, please check that all details you have entered are correct. The billing address must be the address where your card is registered.
My order did not go through but I think you have charged me? - If a payment has been deducted from your account but you have not received a confirmation email of your order, please first check your “Junk” folder of your email account. If you do not have a confirmation, please contact customer services with the transaction ID of your payment and they will be able to look into this further for you.

Will I receive an invoice with my order? - When your order is dispatched a shipment note will be included in the parcel. This contains information of the items you ordered and delivery address. If you require an invoice that contains the prices, you can obtain this by logging in to your account.

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