FAQ
PRODUCTS
Are your products eco-friendly?
We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.
We also aim to develop our product catalog with sustainable clothing in mind.
Why does my shirt have a vinegar smell?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent.
What happens when a product is ordered, but is out of stock?
If your order has out of stock items in our suppliers, we will notify you immediately in the confirmation email you receive about your order.
There are a few things you can do if a product is missing:
Switch to an alternate product. You can send us an email with the product you want to change.
Wait until the products return to stock at our suppliers. We can not predict how long this will take.
Cancel the request, send us an email and we will refund your payment.
How are mugs made?
Mug artwork is inkjet printed, using special dye-sublimation inks and transfer paper. After printing, the transfer paper is wrapped around the mug. The image on the transfer paper is mirrored. Heat and pressure is applied to transfer the image. Printed dye is mixed with the coating. The image then becomes part of the mug.
PAYMENT
Which of the following forms of payment do we accept?
Our store accepts various types of payment method, the store forwards it directly to your account. You will need to enter your details and authorize the payment.
Credit Cards
Accept Visa, Mastercard, and American Express payments from customers worldwide.
PayPal
We use PayPal system, you can pay with your credit card if you don’t have a PayPal account. You can connect your PayPal, credit card, debit card or bank account to PayPal for purchasing some of our products. After submitting an order, you will be redirected to PayPal to complete the transaction.
1. Log in to your PayPal account or use Credit Card Express;
2. Enter your card details and the order will be shipped to your PayPal address. Then click “Submit”;
3. Your payment will be processed and your order will be sent to your e-mail address.
SEPA
You have to provide your IBAN and confirming this payment, you are authorizing and Stripe, our payment service provider, to send instructions to your bank to debit your account and your bank to debit your account in accordance with those instructions. You are entitled to a refund from your bank under the terms and conditions of your agreement with your bank. A refund must be claimed within 8 weeks starting from the date on which your account was debited.
Bancontact / SOFORT / Giropay / EPS / iDeal / Przelewy24 (P24) / Alipay / Multibanco
You will be redirected to the service page and you will need to enter your access data and give authorization for payment.
What currencies can I pay?
You can check the amount in different currencies, but we only accept Euros in the final payment.
RETURNS
How do I report a problem with my order?
We want to ensure that you are satisfied with your order from ZOCCAS.com. You should contact store@zoccas.com and report your problem. To better identify the problem, it is best to include photos.
When do we not take responsibility for undelivered orders?
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to you.
Returned by you – It is best contact to us before returning any products. We do not refund orders for buyer’s remorse, and size exchanges.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore ZOCCAS reserves rights to refuse returns at its sole discretion.
See more on our Return Policy page.
Where are returns sent?
You must return it to the address that comes with the packaging.
Please be sure to include your order number and order details.
What if the recipient's address was wrong?
If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we’ll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than four weeks after the estimated delivery date. But do not worry! We will cover the costs of reprinting and sending you a replacement order.
We may have to confirm that the shipping address was correct. It is a good idea to contact your local post office to try to locate the lost order.
Remember that if the tracking information states that an order has been delivered, but if you have not received it, we will not take responsibility and resubmit it. In that case, any replacement is at your own risk.
You can check our return policy for up-to-date details on reshipments.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.