We've grouped the questions we hear most often into the categories below. Can't find your answer here? Get in touch and we'll help directly.
01 Ordering
Can I change or cancel my order after I've placed it?
Once your order is submitted, it moves into our fulfillment process right away, so we're unable to add, remove, or swap items, or cancel it afterward. If your plans change, the easiest option is to let that order arrive as-is and start a return for anything you no longer need.
Will I get confirmation that my order went through?
Yes, an order confirmation email is sent automatically every time. It can take a few minutes to land in your inbox, so don't worry if it's not there instantly, it's worth checking your spam folder too before reaching out to us.
Can I order from GeZu Impex if I'm based outside your home market?
Yes, we ship to a range of destinations beyond our home market. During checkout, you'll be able to confirm whether we deliver to your address along with the applicable shipping cost and estimated timeline.
Can I order as a business or trade customer?
Definitely. We welcome trade and business customers, and there are extra benefits available for business accounts. Contact our customer service team to find out more and get set up.
Do you have a physical shop I can visit?
We operate purely online, so there's no showroom or counter for browsing and buying in person. All orders are placed through our website and shipped straight to your address.
What if the item I want is out of stock?
If a product is temporarily unavailable, look for the stock notification option on its product page. Leave your email there and we'll let you know as soon as it's back.
02 Payment
Is it safe to pay online at GeZu Impex?
Yes. Every payment runs through an encrypted, secure connection, so your payment details are protected in transit and never visible to anyone else. You can check out with confidence.
Which payment methods can I use?
At checkout you'll see all the secure payment options available for your region, typically major credit and debit cards along with other trusted digital payment methods. Simply choose whichever is easiest for you.
My payment didn't go through, what now?
First, try again or choose a different payment method, this resolves the vast majority of failed payments. If it still isn't working, contact our customer service team and we'll help you get your order placed.
Will I receive an invoice for my order?
Yes, you'll automatically receive an invoice once your order has been processed and handed over to our shipping partner.
03 Shipping & Delivery
When will my order be shipped?
Orders placed on a business day are typically handed to our courier that same day or the next working day. On rare occasions we may need a little longer, but getting your package moving quickly is always our priority.
How long will delivery take?
Most packages arrive within a couple of working days of being dispatched. Exact timing can vary a little depending on your location and which courier is handling that particular shipment.
What happens if I order over the weekend?
Weekend orders are queued up and sent out as soon as we resume shipping on the next business day, so delivery follows the usual timeline from that point onward.
Why haven't I received a tracking number?
First, check your spam or junk folder, tracking emails sometimes end up there. If it's genuinely not there, your order may simply not have shipped yet; tracking is sent out automatically the moment it does. Still nothing after that? Reach out to our customer service team and we'll look into it.
Which couriers do you use?
We work with reliable, established shipping partners to get your order to you safely. Larger or oversized items may travel with a specialist carrier that delivers by appointment rather than standard drop-off.
How much will I pay for shipping?
Shipping costs depend on the size, weight, and destination of your order, and are calculated automatically in your cart before you check out. Orders above a certain value typically qualify for free standard shipping.
Are any products excluded from free shipping?
A small number of oversized, bulky, or specialty products carry their own shipping charge regardless of order value. Any such charge will always be shown clearly in your cart before you pay.
What happens if nobody is home when my order arrives?
For standard deliveries, the courier will usually attempt delivery again the next day or leave your parcel at a nearby pickup point, and you'll receive an email either way. For appointment-based deliveries of larger items, someone will need to be present at the agreed time.
Can I request a specific delivery time or date?
For most shipments, delivery scheduling is handled by the courier rather than by us, so a custom time slot usually isn't possible. The exception is larger items sent by appointment, which are arranged directly with you in advance.
04 Returns & Warranty
How long do I have to return an order?
30 days, no reason needed. You have 30 days from the day you receive your package to send all or part of your order back, for any reason at all.
What is my legal right of withdrawal?
On top of our own 30-day policy, customers in the EU, EEA, and UK also have a statutory 14-day right of withdrawal, allowing you to cancel a purchase without needing to give a reason. Full details are available in our Return & Refund Policy.
What if my order arrived wrong or damaged?
Contact our customer service team as soon as you notice the problem, and we'll arrange a correction, replacement, or refund as quickly as possible.
How do I actually send something back?
Start your return through our online return portal and follow the prompts, you'll get a confirmation email with the next steps once it's submitted. For large or bulky items, contact our customer service team directly so we can arrange collection.
Do I have to pay for return shipping?
Return shipping is generally at your own expense, unless the item is faulty or we made an error with your order, in which case we cover the cost. If you use our return portal, any applicable charge is calculated automatically.
What if my order arrived in multiple packages and I need to return more than one?
Each package is treated as a separate shipment for returns, so return shipping may apply per box unless the return is the result of our mistake or a defective product.
What condition does a returned item need to be in?
Items should be unused, undamaged, and in their original condition, ideally with the original packaging, manual, and accessories included. If a return doesn't meet these conditions, we may not be able to refund it, though we're happy to send it back to you at your cost if you'd prefer.
How should I package my return?
Pack items securely, ideally in the original packaging or a sturdy box, so nothing gets damaged in transit. Unfortunately, we're unable to accept returns that arrive back damaged due to insufficient packaging.
When will I get my refund?
Once we've received and checked your return, we process the refund within 14 days and send you a confirmation email. Refunds are issued to your original payment method.
Are there any items I can't return?
Custom-made or specially ordered products, along with items no longer in resellable condition, aren't eligible for return.
Is my purchase covered by a warranty?
Yes, you're always entitled to a product that performs as expected. If something isn't right, contact our customer service team and we'll do our best to resolve it quickly and fairly.
Good to know
For the full details on returns, refunds, and your statutory rights, see our Return & Refund Policy page. Nothing in this FAQ replaces or reduces those rights.
05 Still Need Help?
Can't find the answer you were looking for? Our customer service team is happy to help, just reach out using any of the details below.
- Email: support@gezu-impex.nl
- Phone: +31 (0) 40 7620175
- WhatsApp: +31 6 34034641
