Questions & Answers

My Account

How do I change my account details?

Simply log-into your account and change what you need. We don’t want you missing out on any exclusive boxes!!

Are my personal details safe if I create an account?

We are fully compliant with the Data Protection Act so your personal details will always be kept safe! Check out our Privacy Policy for more info!!

How do I register?

Registering with us is easy! Click here to get started.

I have forgotten my password. What should I do?

Don't fret! We'll get you back up and running in no time. Click 'Forgotten your Passwordon the sign-in page and you'll be on your way to getting it reset pronto!

How do I unsubscribe?

If you don't want to receive our exclusive offers and promotions anymore that is absolutely fine! Log-in to your Zombie account and change the 'Email Preferences'.


The item I ordered is out of stock. Why is it on the website?

We always aim to get our items back in stock so you can purchase them in the future.

Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

How do I place an order?

Easy! Find the items you want and click to add them to your basket. Once you've got all you need, select the basket icon and proceed to checkout.

Your account will automatically show any stored delivery and payment options to make ordering as easy as possible.

Check all of your details are correct and you’re good to go!! We’ll let you know that your order is complete by sending you an email.

Can I make changes to my basket?

Absolutely!! Click the basket icon and this will show all of the items you've selected so far.

Use the + to add more of the same item or the – if you have added too many. If you want to remove the item completely, just hit the X button.

Can I place an order to a different address?

You sure can! You can add a different delivery address at the checkout stage. Your order will automatically default to any saved addresses but you can add more.

How will I know when my order has been dispatched?

We will fire an email over to you once your items have dispatched. This will contain the delivery address and the goods that are on their way as well as more info!!

You can also log-in to your account to check up on your order.

What is the status of my order?

Your account makes it easy to keep an eye on your orders.

Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and discover all the information you need. 

We'll also send you an email as soon as it's on the way! 

Where is my order?

Your Account will show any orders you have previously placed with us. Click here to track your order.

They will either show as Outstanding, In Progress or Complete. Click on the order you wish to view to check the current status.

The email we send when it is dispatched will also let you know when to expect your order.

If you need any further information, contact our Customer Service team by sending a message through your account.

How do I cancel my order?

We're sorry to hear you want to cancel. 

If you need our help with anything, just contact us through your account and we will be happy to help.

We will send you an email once the items have been cancelled successfully.

If the cancellation fails, this is because the order is almost ready to be sent. In stock items are sent as soon as possible to ensure they get you quickly.

If you want to return the items, check out our terms and conditions!

Why has my order been cancelled?

We don’t want to cancel any orders but occasionally we might have to. 

This can be down to issues with stock or the price of the item may have been incorrect on our site (Zombie).

How do I make changes to my order?

Once your order has been placed we are unable to amend any details.

You can try and cancel it if you wish and then place a new one. You can do this through your Account.

Select the order you wish to cancel and you’ll see that you can choose individual items or the whole thing.

We'll send an email to let you know if the cancellation is successful. We recommend not placing a new order until this has been confirmed.

If you can't cancel then you can send the item back to us. Refer to our Returns Policy to find out how.

What do I do if I have ordered the wrong item?

No worries, you can try and cancel the item in your account.

Click the one you wish to cancel and we’ll send you and email to let you know if it worked.

If you can’t cancel it you can send it back to us. Our Returns Policy is just here.

Need a bit more help? Send us a message through your account.

I have received a faulty item. What should I do?

We're sorry that this has happened and we will do what we can to make sure you get the best outcome.

Please contact us to tell us more, if you can provide your order number, product name, details of the fault and an image (if necessary) then this will speed up the process!

I have received the wrong item. What should I do?

We're sorry about that, sometimes mistakes are made but don't worry as we can help.

Drop us a message through your account with your order number, the item you have received and the one you have ordered. Sending us an image may also help speed things up!!

I have received a damaged item. What should I do?

We wouldn't want to receive a damaged item so why should you?

Contact us through your account and send us an image of the damage. As soon as we receive this we will email you with the outcome!

There is an item missing from my order. What should I do?

We sometimes ship items separately to make sure that they get to you as quickly as possible.

Your dispatch email will confirm what has been sent to you. If the missing item isn’t on there you will need to wait that little bit longer.

If it has been sent then send a message to us through your account to let our Customer Service team know and they'll be happy to help.

Payment & Discounts

How can I pay for my order?

We offer various ways to pay for our items to ensure our customers can access all the goods on our website.


Visa Debit





Your preferred payment of choice can be selected at the checkout; we take fraud very seriously so you will face validation and authorisation by us and your card issuer.

Will I be charged VAT?

Orders placed, which are delivered within the UK, are inclusive of VAT.

Deliveries outside of the UK may be subject to an import duties and taxes, including VAT, which are levied once the order reaches the destination country.

We recommend that you contact your local customs office for information regarding customs polices as these can vary from country to country.

I have a payment problem on my order. What should I do?

If a 'Payment Problem' occurs, don’t worry as this can be easily resolved so that we can get your order on its way to you.

Before you re-enter any card details, please make sure all of the details are correct. We also recommend checking funds in that account.

If you have done this and the problem still persists, contact our Customer Service team through your account and we will help to get this sorted for you as quickly as possible.

Why can I see a transaction pending in my PayPal account?

When opting to pay via PayPal, you will see a notification in your PayPal account which authorises the payment to be taken when your order is ready for dispatch. Until dispatch, payment is not debited from your PayPal account.

When is payment taken from my account?

Generally your subscription is charged on the first working day of each month, if this is going to be delayed then we’ll let you know by email!

Why can't I add a new payment card?

If you want to add a new payment card you can do this at the checkout stage.

Your card details will be stored for future orders so you can check out with ease.

How do I use a discount code?

Adding a discount code is really easy.

Once you have finished shopping click the 'View basket' option. There will be a box underneath your items that says 'Got a Discount Code? Enter it here'.

If the code hasn't worked please check you aren’t trying to use more than one offer. Only one code per order can be used.

Still having problems? Contact our Customer Service team through your account.

Why is my discount code not working?

The discount code entered may have expired or the promotion may not have started yet. Please refer to the terms and conditions of our offers here.

too-retro Site-Wide discount codes also have the following exclusions:

  • Pre-Orders
  • Entertainment Products (Games, DVD and Blu-ray)
  • Electronics (Includes games consoles, earphones & headsets)
  • Beauty Electricals
  • Products in Special Offers
  • All Sale, Clearance, Outlet Lines
  • Lego

Unless expressly stated otherwise, all discount codes/offers are subject to a maximum discount value equivalent to £1 per 1% of discount (e.g. a 10% discount code is capped at a maximum discount of £10, a 20% discount is capped at a maximum discount of £20 etc). From time to time and at our sole discretion, we may increase or decrease this cap for certain promotions.


What do I do if I have not received my order?

We will email you when your items are on the way, so that you know when to expect them.

For tracked orders, use the tracking link provided in your email or located in your account to check where your order is.

Have you checked if your parcel has been left somewhere safe such as with a neighbour?

Our Delivery Information page can give you more information but if you need any more help we are only a message away!!!

What delivery options do you offer?

You can see our delivery options here.

How long will it take for my order to be delivered?

The Delivery Information can tell you that, you can see all of the timeframes for deliveries worldwide!! 

What happens if I am not at home to accept my delivery?

Most of the products on our site require you to be at home for the delivery as they may be too big to fit in your letterbox.

If this happens and you are not in to receive or sign for it, your tracking information should update to reflect this and the delivery should re-schedule. If you need any help then contact our Customer Service team.

There is an item missing from my order. What should I do?

We sometimes ship items separately to make sure that they get to you as quickly as possible.

Your dispatch email will confirm what has been sent to you. If the missing item isn’t on there you will need to wait that little bit longer.

If it has been sent then send a message to us through your account to let our Customer Service team know and they'll be happy to help.

Returns & Refunds

What is your returns policy?

Please refer to our returns policy page for more information.

If this doesn’t answer your question then our Customer Service team is on hand to help. You can contact them through your account.

Can I return a product if I no longer want it?

We want all of our customers to enjoy their products, so if you’re not happy with your order you can send it back to us. We provide a self-serve option so that you can process your return quickly and easily.

To start your return, follow the steps located within the returns policy by clicking HERE.

What happens once my item is returned?

Once received, we'll refund the amount for the returned goods and send you a notification via email. This can take 3-5 working days from the date we receive the return.

When will I receive my refund?

Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it's on its way!

If you don't receive your refund and it's been 10 working days since you received our email, then you'll need to contact our Customer Service team through your account.

What is your Christmas Returns Policy?

We have extended our normal returns policy for the Christmas period. Any item bought between 1st November and 24th December 2023 can be returned up until 16th January 2024.

All other terms and conditions apply. This does not affect your statutory rights.

Why did I receive this email?

Given the fast pace at which Zombie has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.

We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support Zombie long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.

Has my data been transferred to someone else/a third party?

It has not been transferred outside the Zombie group. Your data was transferred within the Zombie group to a newly created legal entity as part of an internal re-organisation.

Who is the controller? Who is the controller NOW? Who WAS the controller?

Before the re-org:

In most cases the controller in respect of your data will have been The Zombie Limited. In some instances, the controller may have been a specific entity within Zombie

After the re-org:

The new controller are the newly incorporated legal entity:

· Zombie OnDemand Limited

How does this impact me?

This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the Zombie group and the corresponding databases have been transferred to them.

This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the Zombie group and all provide the same consistent level of protection.