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Shipping & Returns

Shipping & Delivery Policy

Processing Time

  • All orders are processed within 1hr after payment confirmation.

  • Orders placed after 7 PM or on weekends/public holidays will be processed on the next day.

Shipping Policy

  1. Domestic Shipping

    • We offer nationwide shipping to all regions within South Sudan.

    • Delivery times vary depending on your location but typically range between 2-7 business days.

    • Shipping costs are calculated at checkout based on the size, weight, and destination of your order.

  2. International Shipping

    • We currently do not offer international shipping.

  3. Order Tracking

    • Once your order has been shipped, a tracking number will be sent to your email or phone.

  4. Shipping Restrictions

    • Perishable items like fresh groceries are available for local delivery only and cannot be shipped.

Local Delivery In Juba

  1. Eligibility

    • Local delivery is available in Juba, South Sudan.

    • Eligible areas will be displayed during checkout based on your provided address.

  2. Delivery Schedule

    • Deliveries are made between 9 AM and 6 PM, Monday through Saturday.

    • Same-day delivery is available for orders placed before 6 PM. Orders placed after this time will be delivered the next business day.

  3. Fees

    • A flat delivery fee of 10000 fee SSP applies to all local deliveries. 20000 delivery is available for orders exceeding 300 000 SSP.

Order Pickup

  • We offer a free pickup option from our online location in Muniki Juba, South Sudan].

  • Pickup hours are from 9 AM to 6 PM, Monday to Saturday. Please wait for an email, phone call or SMS confirmation before coming to pick up your order.

Important Notes

  • Incomplete or Incorrect Addresses: Ensure all shipping and delivery details are accurate. We are not responsible for delays or failed deliveries due to incorrect addresses.

  • Perishable Items: Groceries and other perishable items must be received on the first delivery attempt to maintain product quality.

  • Refund Policy: If your package is damaged during transit, please contact us within 1 hour of receiving the order with photos for evaluation.

If you have any questions or need assistance with your order, feel free to contact us at [0981437100.

Return & Exchange Policy

Overview

At zoomonline.shop, we strive to ensure your satisfaction with every purchase. If you are not completely satisfied with your order, you may request a return or exchange based on the guidelines below.

Eligibility for Returns and Exchanges

  1. Groceries and Perishable Items

    • Due to the nature of perishable goods, we do not accept returns or exchanges for groceries, fresh produce, or other perishable items unless:

      • The item was delivered damaged or defective.

      • The wrong item was delivered.

  2. Hair Extensions and Beauty Products

    • Hair extensions, wigs, and other beauty products can only be returned or exchanged if:

      • The item is unused, unopened, and in its original packaging.

      • The return or exchange request is made within 1 hour of delivery.

  3. Non-Perishable Items

    • Non-perishable items can be returned or exchanged if:

      • They are unused, unopened, and in their original packaging.

      • The return or exchange request is made within 1 hour of delivery.

Conditions for Returns and Exchanges

  • Items must be in their original condition with all tags, seals, and packaging intact.

  • Proof of purchase (e.g., receipt or order confirmation) is required for all returns and exchanges.

  • Items marked as " Sale" or "Non-Returnable" are not eligible for return or exchange.

How to Request a Return or Exchange

  1. Contact Us

    • Email us at zoomonlineshop@gmail.com or call 002110981437100 within the eligible return period. Provide your order number, item details, and reason for the return or exchange.

  2. Approval and Instructions

    • Once your return or exchange request is approved, you will receive instructions on how to proceed.

  3. Return Method

    • Local customers can drop off the item at our store in location in Juba.

    • For shipped orders, you are responsible for return shipping costs unless the item is defective or incorrect.

Refund Policy

  1. Refund Process

    • Refunds are issued back to the original payment method within 5-7 business days after the returned item is inspected and approved.

    • For cash-on-delivery payments, refunds will be issued as store credit or cash (for in-store returns).

  2. Non-Refundable Items

    • Shipping fees, delivery charges, and handling costs are non-refundable.

    • Items damaged due to misuse or improper handling are not eligible for a refund.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 1hour of delivery with photos of the damaged item.

Exchange Policy

  • Exchanges are subject to product availability.

  • If the desired item is unavailable, you may choose to receive store credit or a refund (where applicable).

If you have any questions about our Returns and Exchange Policy, please contact us at zoomonlineshop@gmail.com.

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