Order Placement

How do I place a Ziva order?

You can place your order in a few simple steps –

  • Step 1: Click the “Add to bag” button on the products you wish to purchase and they will be added to your shopping bag
  • Step 2: Register with Ziva India by clicking on the “Connect” button on the top right hand corner of the page and clicking on “Register here”
    • When you sign up for your Ziva account, you can enter all your details including your address and phone number on to your connect page and it will be recorded for future purposes!
    • While this sign-up step is optional, we highly recommend that you do create a Ziva account. You will be able to rate and review products, avail members-only coupons/offers, and more!
  • Step 3: You can then click on your shopping bag in the top right corner of the page. To receive additional discount on your order, coupon POD’s are pre applied (if any) to your cart.
  • Step 4: Either you can “Continue shopping” or click on the “Proceed to Checkout” button to go the next steps.
  • Step 5: Provide us with your email address, shipping address and payment details. Finally, click on “place order” to go ahead.
  • Step 6: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email and SMS confirming your order.
  • Step 7: Enjoy your Ziva order!

Can I buy multiple products in single order?

  • Sure you can! Just add all the products you wish to buy onto your shopping bag and then click the “place order” button. This way you can save on any additional shipping and POD charges!

Can I leave items in my shopping bag for future purchase?

  • Yes, you can leave items in your shopping bag. Your cart is also synced across all platforms if you’re registered with us and signed in!

However the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may go out of stock or the offer on the product may expire from the time you added it to your shopping bag.

Do I need to have an account to place an order at Ziva?

  • No, you do not need to have an account to place an order at Ziva. You can place an order by doing a guest checkout. However signing up for a Ziva account will give you substantial benefits and give you a superior experience while shopping on Ziva. A Ziva account allows you to:
  1. Track all past and present orders at any time in one place!
  2. Notifications as soon as your favourite products are back in stock!
  3. Rate and review products!
  4. Never fill in your address and payment details more than once!
  5. Receive discounts on future purchases!
  6. Refer a friend to Ziva and earn when they place their first order!

Can I order a product that is “Out of Stock”?

  • Unfortunately, products listed as “Out of Stock” are not available for sale. However, we can notify you as soon as the product is back in stock. Simply click on the product. Once you are on the product page, enter your email address in the “Notify me when this product is in Stock” box and click “Notify me”.

I have a pre order enquiry

  • At Ziva, we are happy to help you with every enquiry you may have. Please contact our Ziva Support team via phone (+91 9903525215) or email, you can also go through our Support page for any questions you may have.

I wish to place a bulk order

Please drop us an email.

Payment

How do I pay for a Ziva purchase?

Ziva offers you several easy to use payment options. You name it and we have it!! These include:

  1. Debit and Credit Cards
  2. Net banking
  3. Pay on Delivery
  4. Wallet options from Google Pay. We’ll keep adding more as and when available.

Why are Shipping/POD charges applicable on my order?

  • We believe in passing all the cost benefits to our customers. Which is why the products we sell on Ziva are usually discounted. However, as there are logistics costs involved in shipping your order to you, we require the order value to be of a certain amount to cover those charges.

We provide free Shipping for orders above Rs.799. For orders at Rs.799 or below, there is a flat Rs.49 Shipping Charge.

We provide free Pay on Delivery for orders above Rs.799. For orders at Rs.799 or below, there is a flat Rs.19 Pay on Delivery Charge.

How safe is it to use your debit/credit card or make an online payment on Ziva?

  • It’s as safe as it can get!! All online transactions at Ziva use a secure HTTPS (Hypertext Transfer Protocol Secure) page. Regular pages you visit are only HTTP (Hypertext Transfer Protocol). All card payments at Ziva are authenticated using a Triple Dimension Secure page for card payments which has been mandated by the Reserve Bank of India. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Ziva are processed in an extremely secure environment.

Triple Dimension secure password has been made mandatory by the RBI to ensure safe & secure online shopping. This will add an additional layer of security and thus, prevent misuse of a lost or stolen card, as the user will be unable to proceed unless they enter the password associated with your card, created by yourself and known only to you.

What steps does Ziva take to prevent card fraud?

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:

  • When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.
  • The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

How do I view / add / remove a saved card?

  • You can view / add / remove saved cards at the time of check out on the payment page. We’re working to have this reflect under your account options too.

What is Pay on Delivery (POD) ?

  • If you are still uncomfortable making online payments, you can use our Pay on Delivery (POD) facility. This facility allows you to pay your invoice amount in cash at the time of actual delivery to your doorstep. Note: You can only make POD payments in Indian Rupees. Currently, we do not accept cheque or demand drafts. Due to the limitations of the couriers we use, POD is not yet available for all pin POD’s.

How do I avail of the POD facility?

When you are entering your payment details at the checkout page, you can select Pay on Delivery as the payment method.

Rs.19 POD charge is applied for an order at Rs.799 or below.

Are there any hidden charges when I make a purchase on Ziva?

There are no hidden charges when you make a purchase on Ziva. The price you see on the order confirmation page is exactly what you pay. The final order total would also include the shipping and handling charges as applicable. Taxes may be applicable on orders placed using a discount coupon.

How can I use a coupon POD’s on my order?

On the cart page, you will see an option to ‘apply coupon’. Enter the coupon POD’s there and the discount will be applied to your cart. Taxes may be applicable on products post a coupon is applied.

Did you know!! We have some coupon POD’s designed especially to suit your needs. All you need to do is select ‘apply coupon’ option, and all your available POD’s will show up automatically. It’s that easy.

What are the terms and conditions for using discount / cashback coupon POD’s?

Ziva discount coupon POD’s terms and conditions vary with coupon to coupon. You can find the details of the coupon by clicking the banner highlighting the coupon. You will also see the T&C’s of the coupon mentioned next to the coupon POD’s itself on the cart page.

If you received a special coupon from us over SMS or Email, the Terms and conditions would be mentioned in the communication.

If for some reason you are facing trouble using this promotion POD’s or the payment process has failed or been interrupted before you have placed your order successfully, please contact our customer care executives via phone +91 9903525215 or email.

Can I pay using my Debit/Credit card at the time of delivery?

Unfortunately not all our courier partners carry a POS/Card swipe machine with them at the time of delivery. So if you’re looking to pay by card, we suggest you do so during checkout.

Shipping & Delivery

How are items packaged?

We package our products in Courier bag or boxes, which are covered in a water-proof plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.

How does the delivery process work?

Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.

After they pass through the final round of quality check, they are packed securely and handed over to our trusted delivery partner.

Our delivery partners then bring the package to you at the earliest possible.

You receive a SMS on the day when your products are out for delivery.

In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

What is the estimated delivery time?

We’re happy to let you know that all of our orders are dispatched in one day.

After placing an order:

If you’ve already placed your order with us, you can check the estimated date of delivery of your shipment by going to My Orders > Select your order > View order details > Track shipment.

Before placing an order:
Please use the pin POD’s checker on the product page to find out the estimated delivery time for that product. We are pleased to say, 95% of our orders are delivered within 4-6 days from the date of order.

Your order has been partly shipped. What does this mean?

Don’t worry! This is a completely normal situation. This just means that some products in your order may require additional time to be dispatched. Rest assured, you will only have to pay the shipping/POD charge on the first package you receive.

Is POD available for delivery to all locations in India?

  • Due to the limitations of the couriers we use, POD is not yet available for all pin POD’s in India. During the checkout process, you can use our zip POD’s finder to check if the POD facility is available for your delivery address.

Can I ship the products to an address that is different from my billing address?

Yes, Definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’.

Does Ziva ship outside India?

Unfortunately, Ziva does not ship outside India at the moment.

Does Ziva have any physical Stores?

Right now we don’t have any physical outlet.

My Orders

How can I confirm my order is placed?

Once your order is confirmed, you will come on to a confirmation page displaying a unique Order ID, listing of the item(s) you have ordered and the expected delivery time. Additionally, you will receive an Email and SMS confirming your order. You can also visit the ‘My Orders’ section on the Ziva app or website to check the status of your order.

I did not receive an order confirmation

  • If you see a “Your order is still in pending state” page or if you see your order status is “Verification pending” or “To verify”POD Order – You would be required to verify/confirm your order by any of the following:
    1. Give us a Missed call on +91 9903525215 from the mobile number used to place the order
    2. SMS POD Y to 99035 25215 from the mobile used to place the order

    Prepaid Order – Sometimes we don’t receive confirmation of your payment from the payment gateway. This happens very rarely. If the payment confirmation is received within the hour, we’ll verify and process your order. If not and we’ve received your payment after that, we’ll refund your payment. This can take up to 7-10 working days for the refund to reflect in your account. In some cases your money is debited from your bank account, however we’ve not received it as well. In such cases your bank will credit your account in 48-96 hours.

When can I expect my order delivery?

  • We’re happy to let you know that all of our orders are dispatched in one day.We are pleased to say, 95% of our orders are delivered within 4-6 days from the date of order. You can use the pin POD’s checker on the product page to find out the estimated delivery time for that product even before you choose to place the order with us.If you’ve already placed your order with us, you can check the estimated date of delivery of your shipment by going to My Orders > Select your order > View order details > Track shipment.

Why have I not received my order yet?

  • Your order would most likely be in transit as we dispatch all orders in 1 day.You can track the status of your order/shipment by going to Admin > My orders > Select your order > Track shipment.This will help you with the current status of your order, estimated dispatch date and the estimated delivery date as well.

What do the different order status mean?

  • Below are the various order / shipment statuses at Ziva:Verified: Your order is being processed.Verification pending / To Verify: If you’ve placed a prepaid order with us, this happens when we’ve not received confirmation of your payment from the payment gateway. If you’ve placed a POD order with us, you’re required to verify your mobile number with us by OTP verification or in some cases, you’ll receive a call from us asking to confirm your order, along with a SMS or email.Verification failed: If you’ve placed a prepaid order with us, this happens when we don’t receive confirmation of your payment from the payment gateway. If you’ve placed a POD order with us, you would have failed our attempts of trying to verify the order by the above mentioned methods.

    Packed: Your order has been packed and is ready for dispatch.

    Shipped: Your order has been dispatched by us and is with the courier company on its way to your address.

    Completed: Your order has been delivered!

    Cancelled: Your order has been cancelled.

    Partially Shipped: Part of your order have been dispatched/shipped. The rest will be following shortly.

    Incomplete / Delivery Failed: Your order has been returned to us due to either refusal to accept your order or due to a failed delivery.

Return, Replacements & Refund

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse, however there is a slight possibility that the product could get damaged during shipment. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund:

Step 1: Contact our Customer Support team via phone (99035 25215) or email (care@zivaindia.co.in) within 7 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order.

Step 3: In this case, we will be responsible to pick up this item from you. In case of a wrong product, we will initiate the refund or replacement process only if the products are received by us unused and in their original packaging with their seals, labels and bar POD’s intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

If I am not satisfied with quality of product can I get it replaced?

Product quality issues:

If the product quality is not as intended by the brand, do reach out to our Ziva care team for assistance.

If you’re unsatisfied with the product:

In the case that you are not satisfied or have changed your mind about particular item(s) in your order. You will then be required to ship the products to our warehouse within 10 days of the receipt of the products. We will initiate the refund process only if the products received by us are not as below:

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered
  • Defective products that are covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 15 days of order delivery
  • Free product provided by brand

Categories not eligible for Return:

  • Personal care appliances cannot be returned due to hygiene issues

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our ziva care.

How do I return a purchased item on Ziva?

Beauty products being personal items are usually non-returnable. However, if you have changed your mind about particular item(s) in your order, you could either request for a replacement or a refund. We will initiate the refund or replacement process after the products are received by us unused and in their original packaging with their seals, labels and bar POD’s intact. Refund will be provided for product cost only. 

This process can be done via a few simple steps:

Step 1: Contact our Ziva Support team via phone (99035 25215) or email (care@zivaindia.co.in) within 15 days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund your order.

Step 3: You will then be required to ship the products to our warehouse within 7 days of your request.

For any products returned as used or not in their original packaging with their seals, labels and bar POD’s not intact, the product(s) will be returned to the customer and a processing fee of Rs.500 would be charged.

Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount of the product(s). Orders placed using a cashback coupon are not eligible for returns or refunds post-dispatch.

What are the items that cannot be returned?

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse
  • Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
  • Serial Number is tampered
  • Defective products that are covered under Seller/Manufacturer’s warranty
  • Product is used or altered
  • If request is initiated after 15 days of order delivery
  • Free product provided by brand

Categories not eligible for Return:

  • Personal care appliances cannot be returned due to hygiene issues

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

Do I have to return the free gift when I return a product?

  • Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

  • Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return followed by a replacement/refund for each individual item.
    • I have returned an item on Ziva. How long will it take to receive my refund/replacement?
    • In the case of a return, we process the refund/replacement once the products have been received and verified at our warehouse. It takes around 5-7 days for the products to reach our warehouse.

    Return & Refund:

    Prepaid: For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 7 to 10 business days. If the payment was made using Google Pay or any other such wallets, the refund will reflect in your account in 48-72 hours.

    Pay on Delivery: For pay on delivery transactions, you are required to email us your Bank Name, Account Holder Name, Account Number and IFSC POD, using which we will transfer money via NEFT in your bank account within 5 to 7 business days.

    Return & Replacement: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount of the product(s). Orders placed using a cashback coupon are not eligible for returns or refunds post-dispatch.

I have returned an item on Ziva. How long will it take to receive my refund/replacement?

When will I get my refund?

  1. Refunds are processed within 24-48 hours hour from our side. Post which the following time is required by the payment gateway and your bank to have the funds reflect in your account:-

Prepaid: For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 7 to 10 business days.

Pay on Delivery: For cash on delivery transactions, you are required to email us your Bank Name, Account Holder Name, Account Number and IFSC POD, using which we will transfer money via NEFT in your bank account within 4 to 6 business days.

Wallets: If the payment was made using google Pay or any other such wallets, the refund will reflect in your account in 24-48 hours.

What if I used discount vouchers during the time of payment and I have to cancel my order?

Discount vouchers can be used again if the order placed with the discount coupon was cancelled. The discount coupon would need to be within its validity period to be used again.

If I receive a physically damaged product can I get it replaced?

Our shipments go through rigorous quality check processes before they leave our warehouse, however there is a slight possibility that the product could get damaged during shipment. If you have received an item in a damaged condition, we request you to please email us the images of the product(s) at care@zivaindia.co.in within 15 days of receiving the order.

Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

What if I haven’t received the free product / offer product?

We’re sorry you didn’t receive the free/offer product. Please contact our Ziva Support team via phone (99035 25215) or email (care@zivaindia.co.in) so we can dispatch it for you at the earliest.

What if my shipment/package has been tampered?

Refuse to accept delivery of such a shipment/package. Do contact our Ziva Support team via phone (99035 25215) or email (care@zivaindia.co.in) so we can re dispatch your order for you.

Cancellation

Cancellation when order status is Verification pending or Verified

We have made it easy for you to cancel your order if your order status is ‘Verification pending’ or ‘Verified’.

Just visit the ‘My Orders’ page in your admin/profile on our desktop and mobile website & hit the ‘cancel order’ button.

If you’ve placed a prepaid order the refund will be initiated and will reflect in your account in:-

Net banking / Debit Card / Credit Card – 7 to 10 working days.

Google Pay or any other wallets – 48 to 72 hours

Cancellation when order status is shipped

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Ziva Support team via phone (99035 25215) or email (care@zivaindia.co.in). We will instruct our courier partners to return the shipment to us.

In case of a prepaid order, if a delivery is attempted, do refuse the shipment. Once we receive confirmation from.

How will I be refunded for the cancelled order and how long will it take?

If an order hasn’t been shipped/dispatched:

The refund is initiated instantly and will reflect in the account used to make the payment within 7-10 business days.

If the order has already been shipped/dispatched:

We will instruct our courier partners to return the shipment to us. Once we receive confirmation from our courier partners

What if I used discount vouchers during time of payment and I have to cancel my order?

  • Discount vouchers are ‘one-time use’ vouchers, due to which it cannot be reused when the order is cancelled.We keep coming back with new coupons & some are exclusive vouchers too. You will find these exiting offer code.

My Account

How do I sign up for a Ziva admin/ account?

When you place an order with us, you’ll be presented with an option to register.

If you’re using our mobile app or are visiting our website using your phone, click on ‘Connect’ on the top right and you’ll be presented with the option to register.

If you’re visiting our site using a computer, you’ll see the option to register on the top right.

All you need to do is provide us with your name, email address and a password of your choice. It’s that simple!

What are the benefits of making a Ziva admin/ account?

Signing up for a Ziva account will give you substantial benefits and give you a superior experience while shopping on Ziva. A Ziva account allows you to:

  1. Track all past and present orders at any time in one place!
  2. Notifications as soon as your favourite products are back in stock!
  3. Rate and review products!
  4. Never fill in your address and payment details more than once!
  5. Receive discounts on future purchases!
  6. Refer a friend to Ziva and earn when they place their first order!
  7. Syncing of products in cart across all platforms!

How can I save my address on Ziva?

When you make a purchase for the first time on Ziva, you’ll be presented with an option to register which will save your address on your profile when you enter your address/shipping details.

When you sign up for your Ziva account, you can enter all your details including your address and phone number onto your account page and it will be recorded for future purposes! This way you do not have to keep filling in your details for every new order. To manage these addresses visit to the My Account page and click the “Address” tab.

How do I view / add / remove a saved card?

  • You can view / add / remove saved cards at the time of check out on the payment page. We’re working to have this reflect under payment category.

What if I have lost my account passcode?

When signing in you can click on the ‘Lost Your Passcode?’ link below the sign up area. You will immediately be redirected to a new page, where you can set a new passcode.

Authenticity and Genuineness

What measures does Ziva take to ensure the quality of Ziva India products?

We at Ziva are fully dedicated to our customer satisfaction. We assure you that Ziva products are 100% genuine and authentic and direct from the house of manufacturer.

What measures does Ziva take to ensure the products are not damaged during delivery?

We at Ziva maintain a very high level of quality control and till date, we receive minimal complaints about the quality of our packaging. Furthermore, less than 0.5% of our products we ship in a year are returned to us as damaged. To ensure your products remain undamaged during the shipping process, we package our products in courier bag/ boxes, which are covered in a waterproof plastic layer. Each individual product is then packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

What about Warranty and Benefit claims of the Products?

We are a retailer and not the manufacturer of the products sold on our website. We guarantee you genuine products by sourcing all items from authorized distributors and resellers of the products, but cannot undertake the responsibility for the claims of warranty and benefits made by the manufacturer. You would need to contact the brand directly in such cases.

How do I claim warranty from a third party or manufacturer?

  • For all electronic products and appliances, kindly retain the original Ziva invoice copy to avail warranty service from the respective of third party.