Frequently Asked Questions
Product
How much do I pay for additional embroidery?
- We offer Front Embroidery for FREE (up to first two lines only).
- For Back Embroidery, you must add +PHP200 to your product total.
- For Logo Embroidery, you must add +PHP200 to your product total.
What materials do you use for your products?
Materials vary for each design. Mostly we use cotton knit. Please check the description of the items as materials are detailed in there.
Do you allow mixed size order? E.g., medium top and large pants?
We sell one size per set only. You can select different sizes for your set.
To set a mixed size order, select the larger size as your main order, and mention the smaller size in the Mixed Size field. We may not be able to process your order if the smaller size was added to cart.
We can only resize items one size smaller. Resizing from small to bigger size is not doable.
Example: Resize the Large top to Medium. We charge Php200 for resizing of 1 pc; PHP 400 for a set.
Do you allow replacement of size?
We don’t allow replacement of size unless there is no embroidery. For items bought that are bigger, we can resize them to a smaller size. However, we can’t resize to a bigger size. Add 200 per piece or Php 400 per set.
Please message us in IG and/or FB for replacemnent of size. Link of our social media is at the bottom of the webpage.
Can I make changes to my order after it has been placed?
We aim to process and ship orders as quickly as possible. In most cases, your order will be lined up for embroidery production right away and cannot be changed or canceled once embroidered. If you need to make an urgent change to your order, please contact us immediately and we will do our best to assist whenever possible.
Please msg us in IG and/or FB for replacement of size. Link of our social media is at the bottom of the webpage.
Do you have a size chart?
Yes, you can view our size chart online.
What if an item I want is sold out?
Most of our colors and some styles are carried for one season only. Unfortunately once items have sold out they are no longer available for purchase.
How can I join your mailing list?
You can join our email list and sign up to receive info when new arrivals are in and when we have sales
Payment
Is it safe to use my credit card on your site?
Our online checkout system is encrypted with security software by PayMongo and you may shop with confidence. Our site is secure.
What payment methods can be used to shop at ZLD Active?
We accept visa, mastercard credit cards as well as PayPal, Gcash, and bank transfer.
Do you accept international credit cards?
Yes, international credit cards are accepted. However, orders can only be shipped to addresses within the Philippines.
Is it safe to use my credit card on your site?
Our online checkout system is encrypted with security software by PayMongo and you may shop with confidence. Our site is secure.
Do you charge sales tax?
Sales tax is automatically incorporated in all orders.
How do I apply a voucher code/promo code to my order?
Promo codes can be applied in the shopping cart during the checkout process.
How can I print a copy of my final receipt?
A receipt will be issued and included inside the parcel.
Shipping
How long do you process the order?
Orders are dispatched 5-7 days after date of order.
What courier do you use? What is the shipping time?
For orders within Metro Manila, we book through Lalamove or Grab. For nationwaide orders, we use J&T.
Please expect 2-5 days shipping time in Luzon and 5-7 days shipping time for Visayas/Mindanao areas.
Shipping delay may be due to requests of alterations.
Can I track my order?
You will receive a shipping confirmation email with tracking information as soon as your order ships.
How much do you charge for shipping?
Shipping Fee:
Out-of-town via J&T
1 set – 200 Php
2 sets – 250 Php
3 sets – 300 Php
4 sets – 400 Php
5 sets – 600 Php
6 sets – 750 Php
7 sets – 1000 Php
Add 100Php per set for orders above 7 sets
For shipping within the metro, please pay the s/f directly to the rider via Lalamove.
Where will my order ship from?
Our warehouse is located at:
10 V. Ilustre St. Brgy Don Manuel QC
What can cause my order to be delayed?
An unusually high volume of orders may cause a brief shipping delay. Please be assured that your order will be processed and shipped as timely as possible.
Do you offer expedited shipping?
We do not offer an expedited shipping option at this time. If the order has no embroidery requirement, we can dispatch the items in 1-2 days.
Shipping time, however, remains to be in the hands of the courier.
Do you ship internationally?
We do not ship internationally at this time.
What if my package is damaged in transit?
Great care is taken to ensure all merchandise leave our facility in perfect condition. If you feel that your package and/or the contents have been damaged during transit, please contact us immediately at zdlim427@yahoo.com or message us in FB or IG.
Return / Exchange
What is your return/exchange policy?
We don’t allow returns of embroidered items unless the product has production defect. In which case, we will only EXCHANGE OR REPLACE the item.
If in case there is a product defect, returns will be accepted within 7 days of receipt of products for an exchange. We don’t allow refunds. Items to be returned must not be worn, altered, or washed and must be returned with original packaging intact. Please note that shipping and handling charges are non-refundable. For shipping of new items, ZLD Active will shoulder the cost.