Ordered a phone in Sept - never arrived
Ordered a phone in Sept 2025. My account was charged, yet the phone never arrived. DHL tracking still says ‘in transit’, now for over a month. Contacted support, after the 3rd email they replied that they need to investigate, after another couple of emails they refused to refund while DHL investigation is ongoing. I don’t have my money, I don’t have the phone, it’s been over a month. Their support is not replying anymore.
I would advise to never order from them.
A comment on ZOXS comment below:
there is no proof of handover. DHL tracking status for this shipment still says "in transit", it does NOT say "delivered". So this is a lie from the seller.
The seller's compensation from DHL is not the consumers concern. This is a not delivered, but paid for purchase. I have the 100% right to get my money back ASAP.
Reply from ZOXS
Hey Yana,
I'm really sorry that you haven’t received your order yet.
We shipped your device properly on the next working day after your purchase and also have a proof of handover from DHL.
For this reason, we must first refer to the shipping carrier. We are in close contact with DHL, but unfortunately, we have to wait about 6 weeks for their investigation to be completed before we can issue a refund — otherwise, our own claim for the goods’ value would expire.
I completely understand that you just want to receive your order, and we want to make things right for you as soon as possible. This situation should never have happened.
We’ll reach out to you as soon as we receive an official confirmation or any update from DHL regarding the investigation.
Best regards,
Jeremy