Frequently Asked Questions

Catalogue

Support & General Inquiries

  • How can I find out the status of my order?
    • All order information can be found in the My Orders section of your My Alza account.
  • I no longer wish to receive special offers. How do I cancel this service?
    • You can select which information you wish to receive in your My Alza account. Alternatively, follow the unsubscribe link at the bottom of the email, or contact us using this contact form.
  • How can I find out if you have received my payment?
    • You will receive email confirmation when your payment has been received. Payments are automatically controlled online and appear in the My Orders section of your My Alza account after each transaction you make is authorised.
  • When can I expect the shipment to arrive?
    • Shipping and delivery information can be found here. You will also receive information regarding order delivery via email. It is also possible to Track & Trace your order in the My Orders section of your My Alza account. If some items are missing without information regarding their availability, please contact us using this contact form.
  • What does it mean by the "Goods are on their way" and when will they be delivered?
    • This indicates that the goods are on order from the supplier but the specific term of delivery to our warehouse is unknown. If you have placed an order, the approximate delivery date will be sent to you via email and will also appear in My Orders.
  • Can I order by phone?
    • Yes, you can place an order by calling +44 203 514 4411 or +49 3222 10 96000. However, you will not benefit from the various advantages of online purchasing, such as the ability to Track & Trace your order, access warranty information, etc.
  • Can I pay by credit or debit card?
    • Yes, you can pay by credit and debit card online. We accept all credit and debit cards from the EU and Switzerland. If you have any further questions regarding online payments, please use this contact form.
  • When will the products I want be available?
    • Product availability is always clearly indicated alongside each individual product, as well as a colour coding system to help identify the information at a glance. For further information, follow this link.
  • I am unsure whether the components/accessories I want to buy will work with my computer. Can you advise?
    • If you have any technical questions like this, please use our contact form and we will happily assist you.
    • What is a pro forma invoice?
      • A pro forma invoice is a request for payment to be made in advance of products being reserved, ordered and delivered.
    • If I order online, can I collect my goods from a store in person?
      • No. Alzashop.com does not currently offer this option. Goods are delivered to an address of your choice.

    Returns, Warranty Claims & Services

    • Can I return the goods if they are unsuitable?
      • Yes, you have 14 days to withdraw from the contract when a purchase agreement is concluded on a data communication facility (i.e. online). Goods must be returned using your My Alza accountThe recommended returns procedure and claims department address can be found here
    • What should be included in the package being sent to the claims department?
      • You must return the complete product including all parts (and any free gifts you may have received with the product), a copy of the invoice/invoice number, and a document with detailed information regarding the defects and how they occurred. For more information, see our Quick Guide to warranty claims.
    • Can I make a warranty claim online?
      • Yes. We recommend that all claims are made online and returned to our claims department. Claims made in this way can also be monitored in your My Alza account using self-assigned claim numbers.
    • What happens if the original warranty certificate wasn't validated?
      • Original warranty certificates are not essential for making claims; invoices are sufficient for claims to be processed. Goods must be returned to our claims department. Further details can be found here.
    • Is it possible to be informed about my claim's status?
      • Yes. You can monitor the status of your claim at any time in your My Alza account.
    • I sent my claim in the mail. Can you confirm that you received the package?
      • If you made the claim online and obtained a claim number, you will receive a confirmation email approximately 3 days after we receive the package. If you suspect that your parcel has been lost, please contact the shipping company directly.
    • Can I make a warranty claim at an authorised service center?
      • It is possible to make claims at service centres in some countries depending on the individual product. However, you will need to contact the service centre yourself to find out if they will accept the product. If the service centre does not accept the product, you must make the claim online and return the goods to our claims department.
    • Do I need a validated warranty certificate to claim goods at an authorised service centre?
      • Validated warranty certificates are not essential for making claims. Invoices are sufficient for claims to be processed.
    • My delivery arrived without a user manual  how can I get one?
      • Please contact us via this contact form. We will then arrange for the correct manual to be delivered or supply you with an appropriate link. Please note that the majority of user manuals are freely available on manufacturer websites.
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