FAQs

These FAQs should answer your questions and queries. If we’ve missed anything or you have any suggestions please get in touch through social media or drop us an email at hello@zombie.ltd.

My Zombie Ltd Order

How do I place an order at Zombie.Ltd?

Once you have finishing browsing our website, you need to select the products you would like to buy by using the ‘Add to Basket’ button. After this you will need to select ‘Checkout’ on the ‘Shop’ drop down, or the shopping cart icon in the top right hand corner of your browser screen. Then simply follow the on-screen instructions to complete your order and process your payment. Voila!

Where I can see the status of my order?

After registering and placing your order on our website, you can log in to your account at ‘Your Account’ in the ‘You’ drop down using your email address and password. Then click on ‘Orders’ to see the status of each individual order. If for any reason you are having trouble logging into or viewing your account, please get in touch with us at hello@zombie.ltd.

Please note that if you purchase a product as a guest and do not register with an email and password then you will not be able to view ‘Your Account’. You will, however, be kept informed of your order confirmation and dispatch via email.

What does my order status mean?

‘Order Placed’ confirms that your order has been placed and is waiting to be processed.

‘Processing’ indicates that we are working hard to hand make or carefully pack your product.

‘Dispatched’ means that your order is on it’s way in the post so sit back and relax!

How can I see if an item is in stock?

As long as a product is marked with a green ‘IN STOCK’ sign then you will find it in stock available for purchase. Otherwise it will clearly be marked in red as ‘OUT OF STOCK’ and you will not be able to add the product to your basket. If you’re viewing a product which is available in various sizes please click on the size you want to see if it’s in stock.

If we make the very rare mistake of displaying a product in stock when it is not we will contact you immediately to offer a refund for the unavailable product or we can offer you alternative items or sizes.

Can I order items that are ‘Out of Stock’?

If a product is showing as ‘OUT OF STOCK’ then you won’t be able to add it to your basket. However, do not panic! We are a small independent business and do small print-runs of many of our products while we assess demand. As soon as our systems notify us that we are out of stock of something we will make sure we produce more as soon as possible so check back regularly. We haven’t set up a system yet whereby we can email you to let you know a product is back in stock. However, for now if you are desperate to get your hands on something out of stock then please email us at hello@zombie.ltd and we will get back to you personally to let you know when we have more merchandise available.

If a product is a special limited edition production run we will make it clear how many we are making and display how many are left on the product page. Once these have gone, they’ve gone forever!

How do I know if my order has been shipped?

We will send you a dispatch confirmation email as soon as your order has been sent out to you. You can also see whether your order has been dispatched by viewing your order history when logged in to your account.

I didn’t receive a dispatch confirmation email?

Please check your junk or spam folders for any automated emails that may have been redirected incorrectly. Otherwise please contact us at hello@zombie.ltd to find out if you may have entered your email address incorrectly.

What do I do if I need to cancel my order?

We dispatch our orders as quickly as possible for our customers, sometimes within an hour of receiving an order. Therefore we cannot guarantee that we can cancel your order. However, this may be possible if you email hello@zombie.ltd within one hour of placing your order and we will do our best to satisfy your request. Please make sure you have put ‘ORDER CANCELLATION’ in the subject heading of your email to help us see your request quickly, and include your order number in the body of text. Otherwise, if your order has already been dispatched, you will be welcome to send it back using our standard returns method.

What should I do if I need to change items ordered or amend my delivery address after placing my order?

Again, like with cancellation requests, we are unable to guarantee changes in orders once they have been placed as we dispatch items as quickly as possible. It is the customer’s responsibility to ensure all details you provide to Zombie Ltd are correct to ensure orders can be fulfilled successfully. This includes billing address, telephone numbers, email addresses and delivery addresses. Please review all details at times of purchase as well as on your confirmation order email. However, if you need to make a change please notify us immediately at hello@zombie.ltd, making sure you have put ‘ORDER CHANGE’ or ‘ADDRESS CHANGE’ in the subject heading and your order number in the body of text.

If your order was sent out with incorrect details then we cannot be held responsible for any delayed or failed deliveries. However, if your order is returned to us as a failed delivery or return to sender then we will let you know and arrange a new date for delivery.

I’ve been sent a faulty or incorrect item

Here at Zombie Ltd we work hard to ensure we fulfil all your orders correctly but mistakes can still happen, we’re only undead, sorry, we mean human! If you receive an incorrect item please return it with your returns form detailing the problem. We will then replace or refund as required. If the item is faulty, please contact us at hello@zombie.ltd to explain the nature of the fault and whether you would like a replacement or refund. We can then provide you with directions on how to proceed.

What can I do if I forget my password to my Zombie account?

No problem. You can find out your password by requesting a ‘password reminder’ when logged in. Or you can reset your password by going to ‘Your Account’ and clicking on ‘Forgotten your password?’

How do I stop you sending me promotional emails?

You can unsubscribe from our promotional emails at any time. Under no circumstances will we send unsolicited commercial emails. Check one of our previous emails and you will see an Unsubscribe link at the bottom. By clicking on this you won’t receive any further emails in the future.

Can I chat to someone about my order?

The best way to get in touch with us here at Zombie Ltd is to email us at hello@zombie.ltd. This email account is checked throughout the day 8am-6pm Monday to Friday as a minimum.

You can also get in touch with us on Facebook, Twitter and Instagram but please note that these are not managed by customer service staff so it will take longer for you to get a response by going via our social media.

If you would like to write to us you can do so at:

Zombie Ltd
6-8 Liverpool Road
Newcastle-under-Lyme
Staffordshire
ST5 2AT

Clothing/Accessories Information

Where do you source your t-shirts and sweatshirts?

As a rule, Zombie Ltd are most satisfied with the quality and feel of Men’s, Women’s, Kid’s and Unisex Gildan Soft Style cotton t-shirts (a majority 100% cotton and some colours a cotton polyester mix) and Hooded Sweatshirts (50% cotton/50% polyester). By using the same supplier we can then also be consistent with our sizing.

Do you offer a sizing guide?

Please click here to see our sizing chart (also available for viewing on each clothing product page). If you are unsure what size you need then we suggest you try measuring a garment you already own that fits well and compare it to our size guide.

Do you use large-scale printing processes?

Here at Zombie Ltd we are proud to make all of our products in house. We use a medium-scale screen printing set-up, meaning that all products are printed by a zombie-loving person using screens and inks.

Screen printing gives the best possible results, forcing the ink into the fabric to give crisp lines, deep colours, and to make the garment last as long as possible.

We use water-based inks to make our process eco-friendly (plus water-based inks give a softer feel.)

Every item is checked before sending so you can order with confidence.

Payment Information

What can I use to pay for my order?

Zombie Ltd accepts British Pound Sterling payments from all major credit and debit cards, including Mastercard, Visa, Visa Debit and Swith/Maestro, processed by our secure Stripe portal. We also accept payment through PayPal. As soon as you place your order items are instantly reserved.

Please take note that when ordering internationally not all payment methods may be available in all countries. If you wish to make a purchase from overseas and are having problems please get in touch with us at hello@zombie.ltd for help. All payments are processed in Pound Sterling and is converted into the currency used by your card issuer at their specified rates at the time of purchase.

When do you take payment?

Payment will be processed at the checkout stage as soon as any security checks have been successfully passed by the payment provider.

We accept payments through PayPal or via credit or debit card through our secure Stripe payment system.

I have a discount code. How do I use it?

If you have a discount code and would like to use it on your purchase then you need to enter the code at the checkout when you place your order. The discount will show on your final total to be charged. It cannot be added once your order has been placed.

Please note you can only use one discount code per order!

How secure and safe is the Zombie Ltd website?

Zombie Ltd uses some of the most secure systems available for our online purchases and data collection. By ordering through us you are as safe as if you were buying from a high street shop with your credit or debit card. If you would like to know more though on how we specifically protect your details then please check out this link.

Returns and Exchanges

Can you tell me what your returns policy is?

Zombie Ltd are glad to accept returns and exchanges. Please note that because of the nature of the following items, unless they arrive damaged or defective, Zombie Ltd cannot accept returns or exchanges for:

  • Custom or personalised orders
  • Perishable products e.g. food
  • Digital downloads
  • Underwear, hosiery, earrings, body piercing items or cosmetics (due to hygiene reasons)

How do I return an item?

Firstly, please ensure you contact us at hello@zombie.ltd within 7 days of delivery to let us know you want to return your item. Items need to be posted back to us, along with a returns form, within 14 days of delivery. On safe receipt of your order we are happy to exchange it or offer a refund as requested.

Any items that do not reach us within 14 days will not be valid for exchange or replacement. We aim to answer all returns requests within 48 hours. Please note that the buyer is responsible for return postage costs unless faulty or incorrect. If an item is not returned in its original condition, the buyer is responsible for any loss in value. Customers are also responsible for ensuring orders are returned safely. Wherever possible we
recommend you send all items using a recorded delivery service.

Items are also entitled to be refunded or returned based on complaint. If an item is damaged during shipping, a replacement item will be sent free of charge after the customer sends photographic evidence of the damage. This is important so that we can take up the issue with the delivery partner. If an item is faulty or incorrect a written explanation should be emailed to Zombie Ltd and the item returned before the item will be refunded (along with return postage costs) within approximately 48 hours. Buyers must take into account the description of items before requesting a refund. If the item matches the description on our website and the buyer is unsatisfied, Zombie Ltd is not responsible for refund. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

How do I know you have received my return?

We will process your return as soon as possible and once this is complete we will send a confirmation email to you.

How long does it take to receive a refund?

Once we receive your returned order we will confirm receipt and then process your refund via the original payment method. Refunds processed via Paypal will usually appear in your account the same day. Credit and debit card refunds usually take between 3 and 5 working days to appear in your account.

If you haven’t received your refund after 14 days then please get in touch with us at hello@zombie.ltd.

How long before I receive a replacement/exchange item?

We will send your replacement or exchange as soon as possible. We will also send a further confirmation email so you know we have dispatched it. Shipping times will vary according to the product and when the return was received.

Delivery & Costs

How much does delivery cost?

Zombie Ltd offers free delivery of all products to mainland UK addresses. International delivery costs vary according to location and we can let you know what this will be at checkout.

Can you offer Express Delivery?

We can offer a next day delivery service for UK orders at a charge of £7.99 for all items except large A1/A2 framed prints and Penguin Books (for which charge is dependent on weight and size). Unless an item is out of stock or requires customisation then:

  • Orders placed before 12pm Monday – Thursday will usually be delivered by 1pm the next day
  • Orders placed before 12pm Friday will usually be delivered by 1pm on the following Monday
  • Orders placed after 12pm on a Friday or over the weekend will usually be delivered on the following Tuesday

Please note this does not include bank holidays.

We aim to dispatch your order within 24 hours, unless you have ordered a personalised product, in which case preparation time varies between 3 – 5 working days. If we need to hand-make a new run of products after previously being out of stock then this will take approximately 2 working days. We will keep you informed if this is the case.

How long will it normally take for my order to arrive?

For all products you will receive an order confirmation email as soon as you have placed an order. Most orders are dispatched within 24 hours, unless you have ordered a personalised product, in which case preparation time varies between 3 – 5 working days.

A dispatch confirmation will also be sent once the order has been shipped. For full delivery times and shipping details, please click here. All items are posted Royal Mail First Class. This means that your product should be with you within 2 days from dispatch. For international shipping we estimate that your order will be with you within 5 – 10 working days.

Zombie Ltd will always keep you informed of any delays or problems with an order’s preparation, dispatch or delivery. We endeavour to meet all shipping estimates but cannot guarantee them. If your order has not arrived within 14 days after the date of dispatch, please contact our customer service team at hello@zombie.ltd.

What countries outside of the UK can you deliver to?

Our aim is eventually to ship to all over the world. But at present we offer free standard delivery to all UK mainland addresses. A range of other European destinations are also dispatched to – please click here for delivery information and relevant international shipping rates.

What happens if I’m out when you deliver my order?

A lot of what Zombie Ltd sells will fit through your letterbox e.g. t-shirt, A4 print, badges etc. But for those products that are too large to be posted through a letterbox, a card will be left by the delivery agent explaining what to do next. Options include going to pick your parcel up from your local Sorting Office or Post Office, or you can arrange a new delivery date.

Can I track my order?

You can track your order with regards to when your order is placed and when it has been dispatched. Once in the postal system you can only track your order if you have chosen Express Delivery, where we will provide you with a tracking number.

I haven’t received my order

Firstly please check our delivery information to check timescales of delivery. You can also check on the status of your order by logging into your account. A ‘Dispatched’ status means your item has been dispatched but has not necessarily reached its destination. If you still haven’t received your order after 14 days please contact us immediately at hello@zombie.ltd with your order number and we will launch an investigation into what has happened. If the order is delayed more than 30 days you have the right to cancel it if the delay has been deemed as unacceptable. If this happens we will refund your order in full.

Technical information

Do you use cookies on this website?

We do use cookies at Zombie.Ltd. This is to assist us with essential website functionality including user accounts, baskets and checkouts. We also use analytics and tracking cookies to help us analyse website usage. We do not share any information that we collect. We also make it clear whenever we may be using cookies so you can choose to continue using the website or not.

I’m having troubles with payment

If you have a payment declined and you have checked the card/account information is correct then please contact your financial provider as there might be a problem with your bank card or account. If you do not have enough funds in your account to cover the total cost of the order, if there are discrepancies between your billing and delivery addresses or if you have supplied incorrect card details your payment may not go through. If this is not the case then please contact us at hello@zombie.ltd and we will look into the problem ourselves.

I cancelled my order but payment was still taken

If you cancelled your order but payment was still taken from you then please contact us at hello@zombie.ltd as there may have been a system error. We will act quickly to rectify the issue.

I can’t seem to access certain parts of the website

If you experience any sort of problem using the Zombie.ltd website or see error messages appear on screen, we’d really appreciate it if you let us know and then we can try and resolve the issue(s) as quickly as possible. It may also be a browser or WIFI issue – in which case we suggest trying a different internet browser or different network to access Zombie.ltd as this may solve the problem!

How do you protect my personal information?

Please see our privacy policy to read the specific details of how we protect your personal information.