FAQ
Can I possibly order something in addition to my actual order?
Yes, it is possible as long as your order has not been shipped yet.
Just send us an email to info@zozoville.com with your order number (Order-ID) and the title of your additional desired product. As soon as you have transferred the money for the additional item, we will ship everything together.
How long does the shipping take?
It may take 2-3 business days for your order to be ready for shipment. After you have placed your order, you will receive an order confirmation with all relevant shipping information. As soon as your order has been picked up at our store, you will receive a second email from DHL/UPS with a link to your shipment tracking. There you can see when your order is expected to arrive. Please also note the delivery times indicated for the individual products on our website.
I want to return my order, how do I do that?
If you are unsatisfied with your product, please email us at info@zozoville.com with your order number and the reason for your return. We will then email you a return DHL shipping label for your convenience.
What countries does Zozoville ship its monsters to?
We ship our monsters worldwide. If you have any problems ordering, please email us at info@zozoville.com and let us know!
My order still hasn't arrived. What can I do?
You are welcome to check the shipment status of your order in your DHL/UPS email. If DHL/UPS is unable to help you or the link does not work, please contact us and we will try to help you as best as possible.
How can I exchange my ordered item?
Please send us an email with your order number and your request. Afterwards we can send you a DHL return label by email. Simply print it out and stick it on the packaged items you want to return. Depending on which new item you have chosen, we will transfer the difference back to you upon arrival of the package. If your new item is more expensive than the one you returned, please transfer the difference in advance. Please understand that we can only send you the new item(s) after your payment has been received.
What are the shipping costs?
Depending on the travel-time/destination of our little monsters, delivery charges will apply. You can find the exact shipping costs in a specific chart on our website.
Are there still old motifs to buy?
Yes and no. Some prints are no longer produced because they have been phased out of the collection. However, we sometimes havefrom time to time. If you you are interested, you are welcome to visit us at the Zozoville Gallery, Simon-Dach-Str. 31, 10245 Berlin, and see in person which old motifs you can find (or write us an email).
Why does my order take so long?
We are just a small monster factory consisting of two artists, Johan and Mateo, and two shop managers. We would like to ask for your understanding and patience as we cannot always fulfill the orders as fast as bigger online shops. Although we make it our duty to satisfy every request as promptly as is possible.
I ordered online, but I would like to pick up the order in the Gallery, is that still possible?
Of course, that is no problem at all as long as you notify us before the order is sent out. Please let us know via email with your order number and will assign it as “to be picked up.” When you pick up the item you will get the shipping costs refunded in cash. If you cannot make it personally and are wanting to send a friend or family member instead, please inform us in advance by email.
My order has been returned to you. What happens now?
If your order has been returned to us, it could mean one of several things. Either you did not pick it up at the post office in time or you made a mistake when entering your shipping address. If this is the case, you will unfortunately have to pay the shipping costs again. If we find that we have made a mistake, we will send your order again at our expense.
My order was damaged. What can I do?
In rare cases, the package or its content may get damaged in shipping. If this is the case with you; please send us an email immediately with photos of the damage(s) and a short description. We will work on your request as soon as possible and of course take the damaged item back and replace it.
I can't reach anyone in the gallery.
That can happen sometimes. Please double-check our opening hours. Since we are a small monster factory and only one of our shop managers is present each day, it is highly likely that they are busy with customers in the store. Please understand that the customer has priority in this case. You are welcome to leave a voice message including your telephone number and a brief description of your request and we will call you back as soon as we have time. However, it is always advised to send us an email (info@zozoville.com) instead, that way we can ensure to get back to you as soon as possible.
