Frequently Asked Questions

Quick answers to the questions we hear most often. Can't find what you're looking for? Visit our Help Center or contact us.

Orders

How do I place an order?

Find the product you want, choose any options such as size or colour, and click Add to cart. When you're ready, open your cart, click Checkout, enter your delivery address, choose a shipping and payment method and confirm your order. You'll see a confirmation page and receive an email with your order details.

Do I need an account to shop?

No, you can check out as a guest. Creating an account lets you see all your orders in one place, save addresses, keep a wishlist and check out faster next time.

Can I change or cancel my order?

You can cancel an order from the order details page as long as it hasn't been shipped yet. If you need to change an item or the address, cancel the order and place a new one, or contact us straight away and we'll do our best to help.

Why does my order show several stores?

Zirabase is a marketplace, so items in one order may come from different sellers. Each seller ships their items separately, which means you may receive more than one package.

Payments

Which payment methods do you accept?

We accept credit and debit cards, popular online wallets and payment gateways, bank transfer, and cash on delivery in selected areas. The methods available for your order are shown at checkout.

Is it safe to pay on Zirabase?

Yes. Payments are processed by certified payment providers over an encrypted connection. We never store your full card details on our servers.

My payment failed. What should I do?

Check your card details and available balance, then try again or choose another payment method. If money left your account but the order shows as unpaid, contact us with your order number and we'll sort it out.

Shipping and delivery

How long does delivery take?

Most orders arrive within 3–7 business days, depending on your location and the seller. The shipping options and costs for your order are shown at checkout before you pay.

How can I track my order?

Signed-in customers can follow an order from My orders in their account. You can also enter your tracking code on the Track Order page.

Do you ship internationally?

Shipping destinations depend on each seller. If your country is available, you'll be able to select it in your delivery address at checkout.

Returns and refunds

Can I return a product?

Yes. Most items can be returned within 14 days of delivery if they are unused and in their original packaging. Damaged, faulty or incorrect items can always be returned. See our Refund Policy for full details.

How long does a refund take?

Once your return is approved, we issue the refund within 5–10 business days. Depending on your bank or payment provider, it may take a few more days to appear on your statement.

Account

I forgot my password. How do I reset it?

Click Forgot password on the sign-in page and enter your email address. We'll send you a link to choose a new password.

How do I update my details or delete my account?

You can update your name, contact details and addresses in your profile. To delete your account, contact us and we'll take care of it.

Selling on Zirabase

How can I become a seller?

Fill in the seller application. Once your store is approved, you can list products, manage orders and receive payouts from your seller dashboard.