The things people ask first

You send a message through the contact page saying which appliance you want and where it is going. We reply to confirm it is in stock and to tell you the exact figure the courier will collect. If you are happy with that, we dispatch it.

Nothing is committed until you say so, and nothing is charged at any stage before delivery.

Because the business has no checkout to put behind one. Zespar holds no card terminal and no payment gateway, so there is no way to take money online even if the site offered to. Building a basket that cannot take payment would only mislead people.

Normally within one working day, Monday to Friday. Spanish public holidays push that back by a day. If three working days pass with no answer, the message has gone astray somewhere and it is worth sending it again.

Yes, at any point before dispatch, and there is no charge for doing so. After dispatch, the simplest thing is to refuse the parcel at the door. You pay nothing and it comes back to us.

No. Cash to the courier is the only method, and that is not a preference but a limit of the business. There is no card terminal, no gateway and no facility for bank transfers, so cards, PayPal and transfers cannot be accepted under any circumstances.

Because we tell you in writing first. The confirmation we send back states the appliance, the delivery charge and the single total the courier will ask for. That figure is what you hand over, in your own currency.

No. No handling fee, no fuel surcharge, no charge for paying in cash, and no rounding up. If a driver ever asks for more than the figure you were quoted, refuse the parcel and email us at support@zespar.com.

It was not. Nobody at Zespar will ever ask for a deposit, a card number, a bank transfer or a payment link ahead of the parcel arriving. Not by email, not by text message, not by any other route.

If you get one, ignore it and forward it to support@zespar.com. It is fraud, and telling us helps the next person.

It helps a great deal. Couriers carry limited change and some carry none at all, so a driver may not be able to break a large note. If you cannot get close to the amount, say so when we confirm the order and we will flag it on the consignment.

To street addresses in the twenty-seven member states of the European Union. We cannot deliver to a PO box, a parcel locker or a poste restante address, because cash on delivery needs a person to hand the parcel to.

Two to four working days for most of western and central Europe once the order is confirmed, and four to seven for the outer edges and the islands. The full table is in the delivery policy. Those are the times we have actually seen rather than best cases.

Carriage is quoted as part of the single total you are given before dispatch. It is never billed separately and never appears as a surprise at the door.

The carrier normally tries again the next working day and will usually leave a card or send a message with a way to rearrange. After two or three failed attempts, depending on the carrier, the parcel comes back to us and we will get in touch.

Yes, and we would rather you did. Check the appliance is the one you asked for and that the casing is undamaged while the driver is still there. If something is wrong, hand it straight back and you owe nothing.

Two weeks, counted from the day the box reached you. You owe nobody an explanation and we will not ask for one. Email us inside that window and back comes the return address plus a reference to mark on the carton. The returns policy sets it out at length.

By bank transfer to an account you nominate, since there is no card payment to reverse. Once the appliance reaches us and has been checked, we ask by email for the account holder name and the IBAN, use them for that single transfer, and delete them once it clears.

If you have simply changed your mind, you do. If the appliance is faulty, was damaged in transit or is not what was agreed, we do, and we arrange the collection rather than leaving you to queue at a depot.

Two years of statutory conformity cover under EU consumer law, which runs from the delivery date and sits alongside the 14 day withdrawal right rather than replacing it. A fault that appears in the first year is assumed to have been there from the start unless we can show otherwise.

The appliance is covered; the installation is not, because we do not carry it out. The tap needs a standard tap cut-out and a socket within reach under the sink, and fitting it is a routine job for a plumber. Damage caused during a fitting we did not do is not a warranty matter.