Frequently Asked Questions

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• What are My Account Perks and Why Should I Sign Up?
• Why should I add items to my wishlist?
• What are my shipping options?
• What are the order processing times?
• Billing information.
• How do promotional codes work?
• Checkout & order processing.
• Why was my order declined?
• When will I receive my refund?
• Can I cancel my order?
• Can I request an exchange?
• What is your return policy?
• How do I return my order?
• What happens to refused or undelivered packages?
• How do I file a Warranty Claim?

My Account Perks and Why Should I Sign Up.

• Easy Checkout
• Save your information to make future ordering quick & easy
• Order Tracking and History
• View and track orders online
• Easy reordering and checkout
• Save & Share Your Favorites
• Become eligible for offers available only to registered customers

To sign up to zwillingonline.com please visit My Account

Benefits Of Adding Items To Your Wishlist

If you have an item that you really want but you can't decide, add it to your wishlist. This will help you to keep track of all of amazing products that will make your cooking experience even better.
Please note that your wishlist will not reserve inventory or sale pricing.

Shipping Options

Shipping Type:
Standard (5-7 business days) Over $59.00 - Free
Standard (5-7 business days) Under $59.00 - $6.99
Priority (2-3 business days) $19.99
Priority (1 business day) $34.99

For U.S. Shipments Only
If your order includes multiple items, they may ship from different locations, experience different ship times and may arrive on different days.
You will not be charged extra if your items ship separately.

For additional shipping info please visit Our Shipping Page.

Processing Times

When your order leaves our warehouse, you’ll receive an email with your tracking number.
Please note that it may take 24–48 hours before tracking information is available.
Orders placed on Friday afternoon, over the weekend or on holidays will be processed on the next business day.
Deliveries are made Monday through Friday (except holidays).
5-7 business-day delivery often requires the United States Postal Service (USPS) to make the final delivery.
We package and ship your order as soon as we receive credit card authorization and verification.
Based on our warehouse location and your shipping address, we determine the most efficient shipping carrier for your order.
We use USPS, FedEx and UPS for order deliveries and reserve the right to choose the best carrier for your shipping address.


Billing Information

When selecting your credit card payment option, be sure to include the billing address that is associated with the credit card you are using to make your purchase.
We want to ensure that your order is processed without delay.

Payment Options:
We offer you the convenience of numerous payment options for your online order. These options include the following:

• American Express
• MasterCard
• Visa
• Discover
• PayPal

Note: While we do accept gift cards issued by American Express, Discover, MasterCard and Visa, we ask that you hold on to your card until you are certain that the order will not be returned. Refunds can only be issued back to the original form of payment.



Promotional Codes

Occasionally, ZWILLING will offer code-based promotions that can be redeemed online. Promotions and discounts, including free shipping, will be communicated on the website, through emails, and direct marketing, such as mailers.

To redeem a code-based promotion, perform the following steps:

In the Shopping Bag, enter your Coupon Code/ promotion code in the space marked "Coupon Code / Promotional Code (optional)."

Click the "Apply" button on the right side of the page.

Prices for the items that are valid for the discount will be reduced by the amount of the promotion, and reflected in your ORDER SUMMARY.

The following restrictions apply:
To qualify for a specific promotion, your order must be placed during the specified promotion period. We cannot apply a promotion to a previous purchase.
Some promotional offers may not be combined with other offers.
Your order may need to be of a certain dollar amount to qualify; shipping and taxes are not applicable towards the qualifying amount.

Once you applied the promotion to your order, the prices and shipping charges, if applicable, will be adjusted according to the applied promotion, with the discount reflected in your GRAND TOTAL.

Only one promotional code may be used per order. Offers may be used only once unless otherwise specified.

Free shipping offers are valid on standard shipping for orders placed at zwillingonline.com with a specified minimum purchase. Standard shipping is not available in AK, HI.

The offer may only apply to certain price points or select products. Offers may not be valid at ZWILLING Outlet Stores.
No adjustments will be made to existing orders, and cannot be applied to returned merchandise.


Checkout & Order processing

To save you time, we've made our checkout process efficient and easy to complete. Just follow the prompts in the simple checkout process.

• Step 1: You will be asked to fill in your shipping information.
• Step 2: Add your billing address if different from your shipping address. Otherwise just leave it checked as SAME.
• Step 3: Fill in your Credit Card information or proceed to PayPal.

Prior to clicking the “PROCESS ORDER” button, please confirm that we have all of the correct information for your order including: the billing and shipping information, your total order amount, shipping costs, taxes, promotional discounts, and credits.

The final total that will be charged to your credit card will appear on the bottom of the page. When you have confirmed that all of the information on this page is correct, click on the "Place Order" button next to your order total.

You will receive e-mail confirmations both when your order is received as well as when your order is shipped.


Declines

For both your security and ours, we use a third party company to verify all of our online payments. If your order is denied, it could be due to various reasons which we could not override. Please make sure your billing and shipping address is exactly as it appears on your credit card or banking statement.

For internationally issued credit cards, please notify with your credit card issuer that you will be placing an order within the US. At times, some credit cards may not be authorized for purchases outside of their issued country.

If you cannot get your order to go through, please try PayPal. We accept PayPal orders since they are imported through a verified source. For more information on PayPal, please visit, www.paypal.com.


When Will I Receive My Refund?

If your order was canceled, please be advised that a charge may appear on your account. Please be assured that upon the cancellation of your order, a refund will be issued back to the original form of payment. This refund may take up to 3-5 business days to post.


Canceling an Existing Order

Once your order has been submitted, you can expect that we are immediately working on getting it to you as quickly as possible. Therefore once your order has been authorized and processed, we are unable to make any changes or cancellations.


Exchange

Exchanges cannot be processed by mail. All received returns will be processed as a return and a refund will be issued back to the original form of payment.

Placing an exchange order:
You can place a new order online and we will process it for you as quickly as possible. Please keep in mind that we cannot price match your new order with one previously placed, the pricing will reflect any current sale or online pricing.


Return Policy

Zwillingonline.com will accept your return by mail for unused items only.

Online purchases cannot be returned to Outlet Stores.

We will credit you for those returns, accompanied by an original receipt, received within 60 days of the purchase for the price paid in the original form of payment.

For gift returns that are received within 30 days of the transaction date, you will receive an Online Coupon Code for the amount paid by the sender.

Final sale merchandise including merchandise sold with visual imperfections, may not be returned or exchanged.

The appropriate tax amount by item will be included with your refund.

**Some items are subject to a 15% restocking fee.

Please click here to print your online return form:




How to return an order

Properly mark your return form with the item/s being returned and the reason for your return. Pack and seal your return securely, in the original carton and packaging, and include the return form. If you do not have original packaging, please package the merchandise securely to avoid damage.

Shipping your item back to us

Pick your own shipping method. We suggest that you send your return using any carrier of your choice and request a delivery confirmation tracking number. Your tracking number will provide you with means of tracking your package should it become lost in transit.



Attention: ZWILLING ONLINE RETURNS
Zwilling J.A. Henckels, LLC
270 Marble Avenue
Pleasantville, NY 10570

Retain your return tracking number.

Please allow two weeks for your return to be processed. You will receive an email notification when your return has been processed.

Retain Your Tracking Number:
When returning your order, please make sure to retain your return tracking number. You will need the return tracking number in the event your package is lost in transit.


Refused or undelivered packages

Packages that are returned to us for any of the following reasons are subject to actual shipping and return charges.

This includes the following:

• Packages which are undeliverable due to an incorrect address.
• Packages returned after 3 failed delivery attempts or unclaimed at the local UPS facility.
• Packages which are refused or returned to sender.

To avoid additional charges, please double check your addresses and make sure the recipient knows the package is coming.


Warranty Claims

All of our products carry a full warranty against defects in materials and/or craftsmanship. However, please note that our warranty does not cover wear from normal use, or any damage resulting from use other than the intended purpose of the item.

In order to determine replacement eligibility, we would appreciate the opportunity to inspect your ZWILLING product. If it is determined that the item is eligible for a warranty replacement, please note that while we will make every effort to replace it with the same item, we cannot guarantee availability. If your item is discontinued or out of stock, you will receive a replacement of equal value.

If you are located in the USA, kindly address your return to:

Attn: Warranty Department
ZWILLING J.A. Henckels
270 Marble Avenue
Pleasantville, NY 10570

Please include a letter containing your full name, address, phone number and e-mail address with a brief description of the issue on a letter size sheet of paper. Please allow 4-6 weeks for delivery of your replacement item/s.

For shipping, you are responsible for the cost of shipping your item to us and may use any shipping carrier of your choice; we ask that you obtain a tracking number so that you can track the package in the event it gets lost in transit. ZWILLING J.A Henckels USA is not responsible for lost shipments. ZWILLING J.A Henckels will be responsible to pay to ship your replacement order to you.

Additionally, to comply with U.S. Postal Regulations, all cutlery items must be wrapped to protect all points and edges from cutting through the outer carton in which they are mailed. In the interest of safety, avoid attaching adhesive materials directly to the product.

Warranty requests outside the US
For all customers residing outside of the US, please contact Consumer Relations at ConsumerRelations@zwillingus.com for more information on product warranty.