Last updated: September 21, 2026
Welcome to our Frequently Asked Questions page.
Here you can find information about ordering, payment, shipping, tracking, returns, refunds, and customer support.
If you cannot find the information you need, please contact us:
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
1. How long does it take to process my order?
Orders are generally processed within 1–2 business days after they have been successfully placed and confirmed.
Business days generally exclude Saturdays, Sundays, and public holidays.
Orders placed during weekends or public holidays will normally begin processing on the next business day.
During periods of unusually high order volume or public holidays, processing may occasionally take longer.
2. How long does delivery take?
After your order has been dispatched, estimated delivery normally takes approximately 5–7 business days.
This does not normally include the initial 1–2 business day processing period.
Therefore, the normal estimated total time from successful order confirmation to delivery is approximately 6–9 business days.
Delivery times are estimates and may occasionally be affected by carrier delays, customs processing, public holidays, severe weather, or other circumstances outside our reasonable control.
3. How much does shipping cost?
Standard Shipping is free for eligible orders where this option is displayed during checkout.
If another shipping option is available and carries an additional charge, the applicable shipping cost will be displayed during checkout before you complete your order.
4. Where do you ship?
We deliver to eligible destinations supported by our checkout and shipping services.
Shipping availability may depend on:
- Destination country;
- Postal code;
- Product;
- Carrier availability; and
- Local delivery restrictions.
Enter your delivery address during checkout to see whether delivery is currently available for your location.
5. How can I track my order?
Where tracking is available, tracking information will normally be provided after your order has been dispatched.
Your shipping confirmation may contain:
- Tracking number;
- Carrier information; and
- Tracking link.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If you have difficulty tracking your parcel, contact us at support@zwjis.shop and provide your order number.
6. What should I do if my order is delayed?
First, check the tracking information provided with your order.
Carrier tracking may indicate:
- Transportation delays;
- Customs processing;
- An attempted delivery;
- A local collection point; or
- Another delivery update.
If your estimated delivery period has passed and there has been no meaningful tracking update, please contact:
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
Please include your order number.
7. What should I do if my parcel appears to be lost?
If you believe your parcel may be lost, please first check:
- Your tracking information;
- Your delivery address;
- Whether another household member accepted the parcel;
- Any designated safe delivery area;
- Any carrier delivery notice; and
- Any local collection point indicated by the carrier.
If you still cannot locate the parcel, contact us at support@zwjis.shop.
Please provide your order number and relevant tracking information.
If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our policies.
8. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on the order and destination, available methods may include:
- Cash on Delivery (COD);
- PayPal, where displayed during checkout; and
- Other payment methods made available through checkout.
Only payment methods displayed during checkout are available for the relevant order.
9. How does Cash on Delivery (COD) work?
Where Cash on Delivery (COD) is available, you can select it during checkout.
With COD, payment is made when the parcel is delivered.
The specific payment method accepted at delivery may depend on the relevant courier or delivery provider.
COD availability may vary according to:
- Country;
- Postal code;
- Product;
- Order value; and
- Delivery method.
If COD is not available for your order, it will normally not appear as an option during checkout.
10. Can a Cash on Delivery order be verified before shipping?
Yes. Certain COD orders may be subject to reasonable verification before dispatch.
We may verify information such as:
- Customer name;
- Telephone number;
- Delivery address;
- Order details; and
- Intention to accept the parcel.
This helps reduce incorrect addresses, fraudulent orders, failed deliveries, and unclaimed parcels.
11. Can I use PayPal?
Where PayPal appears as an available payment method during checkout, you may select it to complete your purchase.
You may be redirected to PayPal to sign in, confirm your payment method, or complete additional security verification.
We will never ask you to provide your PayPal password or login credentials by email.
12. Is my payment information secure?
Payment transactions may be processed using Shopify or independent payment service providers and their respective security systems.
We will never ask you to send confidential information such as:
- Complete payment card numbers;
- Online banking passwords;
- PayPal passwords; or
- Other confidential payment login credentials
by email.
13. Can I change my order after placing it?
If you need to change your order, please contact us as soon as possible:
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
If your order has not yet entered fulfilment or been dispatched, we may be able to assist.
Once the order has been processed or shipped, changes may no longer be possible.
14. Can I change my delivery address?
Please contact us as soon as possible if you notice an error in your delivery address.
If the order has not yet been dispatched, we may be able to update the address.
Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
Customers should therefore carefully check their:
- Recipient name;
- Street address;
- Postal code;
- City;
- Country; and
- Telephone number
before submitting an order.
15. Can I cancel my order?
If you wish to cancel an order, please contact us as soon as possible.
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
We will make reasonable efforts to assist you.
If the order has already entered fulfilment or has been dispatched, ordinary cancellation may no longer be possible.
Any statutory cancellation or withdrawal rights available to you remain unaffected.
16. What is your return period?
For eligible products, we offer a 30-day voluntary return period from the date you receive your order.
Products must meet the applicable return conditions described in our Return and Refund Policy.
Any mandatory statutory consumer rights remain unaffected.
17. How do I request a return?
Before returning a product, please contact us first:
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Product you wish to return; and
- Reason for the return.
Where relevant, we may also request photographs or videos showing the issue.
We will then provide the applicable return instructions.
Please do not send a return before receiving the applicable return instructions.
18. What condition must returned products be in?
For a voluntary change-of-mind return, products should generally be:
- In the condition received;
- Unused, except for reasonable inspection;
- Complete with included accessories;
- Accompanied by applicable packaging where reasonably possible; and
- Supported by proof of purchase.
Customers may inspect products to the extent reasonably necessary to determine their nature, characteristics, and functionality.
Different rules may apply to defective, damaged, or incorrect products.
19. Who pays for return shipping?
For eligible voluntary change-of-mind returns, the customer may be responsible for return shipping costs where permitted by applicable law.
If the product is:
- Defective;
- Damaged on arrival;
- Incorrect; or
- Otherwise not in conformity with the order,
we will handle reasonable return shipping costs in accordance with applicable law and our Return and Refund Policy.
Please contact us before returning a product.
20. What should I do if my product arrives damaged?
Please contact us promptly at support@zwjis.shop.
Where reasonably possible, please provide:
- Order number;
- Description of the damage;
- Photographs of the product;
- Photographs of the outer packaging;
- Photograph of the shipping label; and
- A video showing the issue where relevant.
Please retain the original packaging until the matter has been reviewed.
21. What should I do if I receive the wrong product?
Please contact us promptly.
Send your order number together with photographs showing:
- The product received;
- Product packaging; and
- Shipping label.
Once we review the information, we will provide appropriate instructions and a remedy in accordance with our policies and applicable law.
22. What should I do if something is missing from my order?
If your order arrives with a missing product, accessory, or component, please contact:
Email: support@zwjis.shop
Please provide:
- Order number;
- Description of the missing item;
- Photographs of the products received;
- Photographs of the packaging; and
- Photograph of the shipping label.
We will review the issue and provide an appropriate solution.
23. Can I exchange a product?
If you would like to exchange an eligible product, please contact us first.
Depending on product availability and the circumstances, we may provide exchange instructions or ask you to return the original product and place a new order.
Please review our Return and Refund Policy for the complete conditions.
24. How long does a refund take?
Once an eligible return has been received, inspected, and approved, the applicable refund will be processed according to our Return and Refund Policy.
For prepaid orders, approved refunds are generally returned to the original payment method unless another method is required by law or agreed with the customer.
After a refund has been issued, your bank or payment provider may require additional processing time before the funds appear.
For Cash on Delivery orders requiring a monetary refund, we may contact you for the information reasonably necessary to arrange the refund.
25. What happens if I refuse or do not collect my parcel?
If a parcel is refused or not collected, the carrier may return it.
Refusing a parcel or failing to collect it does not necessarily constitute a valid cancellation or withdrawal request.
If you no longer want your order, please contact us directly.
Any statutory cancellation, withdrawal, or return rights remain unaffected.
26. Will I have to pay customs duties or import taxes?
Orders crossing national borders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Customs clearance charges; or
- Other government-imposed fees.
Where applicable charges are collected during checkout, they will normally be displayed before you submit the order.
Additional charges imposed independently by destination authorities may be the customer's responsibility where permitted by applicable law.
27. How can I contact customer service?
For questions about products, orders, payments, shipping, returns, or refunds, contact us:
Email: support@zwjis.shop
Telephone: +44 28 1948 5981
For an existing order, please include your order number and the email address used when placing the order.
28. Company Information
PORKYHAWKY AND TINYTIAN LTD
Company Number: 17281388
Registered Address:
20 WENLOCK ROAD
LONDON
ENGLAND
N1 7GU
UNITED KINGDOM
Email: support@zwjis.shop
Telephone: +44 28 1948 5981