Here we provide you with the answers to some of the most common questions that we are asked. If the question you need answered isn’t covered then do not hesitate to contact us via email or call us on 0800 214 633 where a member of our team will be happy to help.
Who we are
Zeon is the licensed manufacturer and distributor of Bigtrak and is one of the largest gift manufacturers and distributors in the UK. Please visit www.zeonltd.co.uk for more information.
Do you have shops that I can visit?
We do not have any stores of our own however you will find our products in various retailers worldwide.
Will the product come in a box and with all the instruction booklets?
Yes, all of our products come supplied in the manufacturers’ own packaging and have all the relevant instruction booklets and guarantee certificates.
Do you get a guarantee with the product?
Yes, all our products come with a full manufacturer’s guarantee which is only valid with your proof of purchase. The guarantee information is provided in the packaging. We recommend that you read the guarantee so that you are familiar with what it does and does not cover.
How do I order?
You can order on the website by selecting which product you want to buy, clicking on the ‘Buy’ icon and proceeding to the checkout. From there all you have to do is follow the onscreen instructions to complete your order.
Is it safe to order online?
Yes, all of our payments are handled via a secure server by Sage Pay, one of the world’s leading online payment providers, and all of the information you provide is encrypted.
How can I track my order?
When your order is dispatched you will receive an email informing you that your product has been dispatched, if you require the tracking number please let us know in the comments section on the checkout page. Alternatively email firstname.lastname@example.org
How do I know my order has been successful?
When you complete your order online you will receive an email confirming the details.
I do not live in the UK?
We have the ability to ship the item internationally; however any customs charges will have to be dealt with on your side. We will advise on shipping costs on the checkout page.
I do not have a credit card. Can I still order a watch or clock?
No, unfortunately we can only accept payments via credit card. Please be aware we do not accept American Express at the moment.
We are a company, can we place a corporate order for watches?
Yes. Please contact us on the above number we will do our best to help satisfy your requirements.
How will you send my order?
All orders placed in the UK will be sent by Royal Mail Recorded Delivery. Where next day postage has been paid, items are sent by Royal Mail Special Delivery. International orders will be sent by a courier. As our products differ in size we may use various couriers depending on the product you order.
When will I get my order?
Orders sent via Royal mail recorded delivery should arrive within 3 working days of dispatch. For international orders please allow up to ten working days delivery.
Is the parcel insured?
Yes, all parcels are fully insured by us or Royal Mail.
Will I need to sign for my order?
Yes, someone will need to be at the delivery address to sign for the parcel.
What if no-one is in to sign for my order?
If no one is able to sign for the parcel, then Royal Mail will leave a card giving you instructions on how to rearrange delivery or where to collect the parcel from. We are unable to rearrange delivery for you unless the parcel has been returned to Zeon.
Can you send my order to an address other than my billing address?
Generally yes, but we do reserve the right to send a letter to the cardholder at the billing address to confirm order details before dispatching anything to the alternative address. This is done for security reasons and to help combat internet and credit card fraud. See the ‘Delivery & Returns Policy’ and the ‘Terms & Conditions’ pages for more information.
Do you ship outside the UK?
Yes we do. Postage costs vary depending on where you live. Costs are calculated automatically at the checkout page.
I haven’t received my order, what should I do?
If you have not received your order within 5 working days after dispatch for Royal Mail Recorded Delivery items please contact us and we will investigate it further. If you live outside the UK please wait at least ten working days for delivery before contacting us.
What do I do if I don’t like the product when it arrives?
Don’t worry, you have a full 7 day returns policy from the day you receive the goods. As long as the item is returned within this period and in pristine, unworn and re-saleable condition, you can have an exchange or a full refund. Your statutory rights are not affected.
Can I exchange the product I ordered for a different one?
Yes, as long as you return it to us within 7 days of receipt and in pristine condition. We may extend the exchange period depending upon individual circumstances.
There is a problem with my order, what should I do?
In the unlikely event that you receive a product that is faulty or not what you ordered then you can return it to us and we will exchange it for you. In these circumstances we will also refund any standard postal costs incurred by you to return the timepiece to us. We do not cover the cost of insurance.
What happens if my product develops a fault?
If the item does develop a fault which is covered by the guarantee then you can return the item to us where we will rectify the issue within a reasonable time. Please include the warranty and a copy of the delivery note (Proof of purchase).