FAQ

Online purchase

When will I receive the ordered goods?

In the Czech republic and Slovakia, you will receive the ordered goods within two working days. For other countries, the delivery time may differ. Please see the estimated time of delivery according to country here.

Can I pick up the ordered goods in person?

Yes, the goods ordered online can be picked up at a store in Brno, where they will be waiting for you for 7 calendar days. After this period, the unpicked goods will be put back for sale.

How will the goods be delivered to me?

To European countries, we send goods by GLS courier service, and to countries outside Europe we use UPS courier service. The courier will contact you by phone on the day of delivery to arrange the details of the handover, notify you of the approximate time of delivery, the amount of the cash on delivery (in case you did not pay the goods online using your credit card) and any other particulars. The shipment will contain the ordered goods, proof of purchase and a small gift in the form of stickers, badges or catalogs.

What is the shipping cost?

For sending the goods to most European countries, the shipping cost is 9 €. Customers with purchases of order value 100 € and more will receive free shipping for the order. Please see the details regarding shipping costs here.

Do you also have sizes that are not listed on the web?

At our online store, we offer only the currently available sizes. If you would like to order a size that is not shown with the product, please contact us. We will check the availability of the product and the possibility of its delivery at the supplier.

Can I pay by credit card?

Yes, we accept VISA, VISA Electron, MasterCard and Maestro cards. Check with your bank about the possibility of using your card for online payments. Learn more: Card payments

Do you offer other payment methods?

Yes, when paying for goods ordered online, you can use the PayU payment system, which guarantees fast and secure online payment from your account. Learn more: PayU payments

Can I receive some discount?

Sign up to become a member of our ZEZULA Club loyalty program. You will receive a number of benefits and you can get up to 20% off on new non-discounted items.

I need more technical information about a particular snowboard. Could you please help me?

We will be happy to give you more information about each product, do not hesitate to ask us! See also our blog where we post a number of useful articles where we give advice on how to choose and take proper care of your equipment.

Replacement or return of goods

If the goods I order don't fit, can I return or replace them?

If the product does not fit you for any reason, you can replace or return it within 14 days of delivery. Goods must not be used. Learn more: How do I replace or return goods?

I ordered snowboard boots at your online store. When I tried them on, I found out the size does not fit. I would like to claim them. How do I proceed?

Note that this is not a claim. Claims concerns only goods in which there is an objective defect. This case concerns the return or replacement of the goods. Send the goods back to us and it is up to you whether you choose the money refund or replacement of the product.

Claims

How long is the warranty period?

The statutory period for claims is 24 months.

Where can I claim goods purchased online?

You can claim the goods either in person in our store in Brno or you can send the goods to us by post. Make sure to include a copy of your proof of purchase as well as the reason for the claim. Detailed information on how to proceed with a claim.

What do I need to proceed with a claim?

The claiming procedure can be initiated if the customer submits the complete product for the claim and provides some proof of purchase (receipt, invoice). The claimed goods must be clean, dry and hygienic.

Do I have to claim the goods immediately after I learn about the defect?

It is necessary to file a complaint without undue delay as soon as the defect becomes apparent. Any prolongation of the reclamation period and the continued use of the goods may cause the deepening of the defect and may be a reason for rejecting the claim.

Sizes of products

I am 182 cm tall and I'm a beginner. What length of snowboard is best for me?

A snowboard with a proper length should fit somewhere between the chin and the nose. It also depends on the type of riding for which the snowboard is intended. If you are a beginner, choose a snowboard that reaches up to your mouth.

I heard somewhere that snowboard boots should be two sizes larger than the ones I normally wear. Is it true?

No, it isn't. Snowboard boots must match the size of the foot and fit on your foot just like your normal walking shoes. In shoes which are two sizes larger your heel would lift while riding and you would constantly stand on your toes. Choose boots up to half a number larger than your normal size.

I don't understand your sizing of snowboard boots. My size is 8.5.

For snowboard boots (or any other shoes), there are two most common types of sizing - UK type, which corresponds to the terms "my size is six", etc., and French EUR. If you are unsure of your size, use the size chart that appears when you click on the Size Chart tab in the product detail. The table shows two more ways of sizing - US and the MONDO sizing, which corresponds to the length of the foot in centimeters. All you need to do is measure the length of your foot and use the table to select the appropriate UK or EUR size in the order form.

What if I order my boots or shoes online and they do not fit?

You don't have to. Please send the boots/shoes back to us, attach a copy of your proof of purchase and specify the size of the boots/shoes for which you want them to be replaced. Goods purchased online can also be replaced in our Brno store. How to replace or return goods?

I buy my T-shirts and sweatshirts in size M. I like one jacket at your online store, but maybe I will need size L. Could you measure the length of back and sleeves of the jacket for me?

Of course, if you are unsure about the right size of clothing, do not hesitate to contact us!

Store in Brno

Do you have all the goods displayed at the online store also physically in your Brno store?

You can see and try all goods from our online store also at our Brno store in person. If unsure, we will also advise you on the choice of equipment.

Can I pay by card in your store?

Yes, we accept VISA, VISA Electron, MasterCard, Maestro and American Express credit cards.

Is it possible to make a reservation of goods in your store?

Yes, we will be happy to reserve your chosen goods, but for capacity reasons only until the 6 p.m. next day. When making a reservation, we will need your name and phone, but we will not ask for any deposit.

Is it possible to park near your store?

For our customers, we have a large parking lot available right behind the store! You can also park along the building at the marked parking spaces.

How far is your store from the nearest public transport stop?

Public transport stops are located within a few minutes walking distance from our store.

Service and repairs

It seems to me that edges on my snowboard are a bit blunt - can they be ground somehow?

We provide professional servicing of snowboards. We use special machines with a grinding stone, the board is ground all over. We thus provide grinding of edges and fixing of small scratches on the base. See our service price list for more details.

I have a deep groove in the base. What should I do with it?

Deeper grooves in the base can be fixed using special material. The base must then be ground to be perfectly straight. Bring your board to us and we will take care of it.

Snow keeps sticking on my base. I should probably wax the board, but I don't know how to do it.

The base must be waxed several times during the season. If you're hopeless, you can bring the snowboard to our store and we will wax it for you. However, we sell everything you need to wax your snowboard yourself at home or in the mountains directly before the ride. We have a large selection of waxes, irons, scrapers, brushes...

Do you want to take good care of your snowboard? Read this article: Snowboard maintenance, base and edge care

I'm heading to the mountains tomorrow and I need to grind the edges. Will you service it at a wait?

No, we won't! Snowboard service is not a few minutes matter. We need more time for sharpening of edges and base or fixing the grooves and waxing. At least a week in the winter season. Please bring your snowboard in time!

A ratchet (pump) broke on the buckle of my binding. Can I get a replacement one at your store?

We keep a large number of spare parts for bindings in stock - ratchets, whole buckles, ankle ladder straps, discs, screws etc. Do not hesitate to contact us, we will try to fix your bindings!

Do you also fix snowboard boots?

We are able to do common repairs of snowboard boots such as gluing soles, quilting cracks, replacing hooks. You can also find spare laces at our online store.

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