Questions & Answers (FAQ)
Products, Orders and Payments
How can I find a specific product?
You can find a specific product in the following ways:
1. By clicking on the search icon and entering the product description.
2. By clicking on the galleries at the top of the website and applying the available filters:
Gifts, Ready to Wear, etc.
3. Contacting our team for assistance through the following link:
How can I pay for my order?
Once you have placed your order, you will receive a confirmation email containing your order number and order details.
It may take 24-48 hours for your order to be prepared.
When your order is ready to ship, you will receive an email with the information you need to track your package.
If you have not received the shipping email, please check your spam folder. If you still cannot find the shipping email, your order may not have shipped yet.
If you have not received your order within the estimated delivery period, please contact our team using the following link:
How can I resolve any problems (technical, payment, purchasing) when placing an order?
If you are having trouble placing an order online, please contact your bank directly to verify that the issue is not related to the payment method you have chosen.
If your bank confirms that it is not a problem with your payment method, you can try one or more of the steps below:
- Use an alternative payment method, such as PayPal
- Clear your browser history and cookies, then refresh the page
- Repeat the entire purchase procedure using another browser (Google, Chrome, Mozilla Firefox or Safari) and, if possible, with a desktop or laptop computer.
The problem could also be related to the address you entered. Make sure you use only standard characters. Do not use symbols or punctuation to write the address.
Was the order I placed with PayPal successful?
If you placed an order via PayPal, please wait for PayPal to redirect the page to www.virum.it before closing any browser window, so that the transaction can be completed.
If you have received confirmation from PayPal, but have not received order confirmation from Zegna, please contact our customer service team with PayPal confirmation using the following link: https://virum.it/pages/contatti
Shipping, Returns and Exchanges
How can I find a specific product?
You can find a specific product in the following ways:
1. By clicking on the search icon and entering the product description.
2. By clicking on the galleries at the top of the website and applying the available filters:
Gifts, Ready to Wear, etc.
3. Contacting our team for assistance through the following link:
Where is my order?
Once you have placed your order, you will receive a confirmation email containing your order number and order details.
It may take 24-48 hours for your order to be prepared.
You can check the status by visiting the “My Orders” section on your Virum account to view order details and delivery times.
When your order is ready to ship, you will receive an email with the information you need to track your package.
If you have not received the shipping email, please check your spam folder. If you still cannot find the shipping email, your order may not have shipped yet.
If you have not received your order within the estimated delivery period, please contact our team using the following link:
Why was my order cancelled?
During peak periods our product availability may be limited. Your order, or part of it, may have been cancelled for this reason.
Our banking security systems and fraud control protocols can interrupt a transaction for a variety of reasons, from a damaged card to the security of an Internet connection.
We assure you that no amount will be charged until the order is shipped.
In such circumstances, our customer service team will send you an email to notify you of any changes to your order.
Can I cancel or change my order?
Once an order is placed, our team works quickly to prepare and ship it. For this reason, we are unable to cancel or modify orders, including changes to the products ordered or shipping details.
If you change your mind, you are still entitled to return your order. See full return details by clicking the following link:
How can I return an order placed online?
Returns will be collected from your home, workplace or other address, free of charge.
To manage a return, just follow these simple steps:
1. Make sure that the products have not been used, worn, washed, altered or damaged and that any identification tag is still attached.
2. Prepare the package and attach the prepaid shipping label to the box covering the previous delivery information sent to you by our customer service.
3. Wait for the courier to collect the package at the agreed address.
For complete returns information, click the following link:
How long does Virum take to process my return?
All returned products will be inspected by VIRUM within five (5) business days of receiving the return. You will then be sent an email confirming acceptance of the returned products and the refund due. In the event of a rejected return, our customer service team will explain the reason for the rejection and return the package to you.
Please note that different payment service providers have different processing times for refunds, and it may take a few business days to process a refund and credit it to the original payment method used.
Stay in touch
Didn't find what you were looking for? Click on the button and fill out the form to send us a request. Our staff will respond within 48 working hours.
