Terms of service

This draft describes how the platform actually behaves, for the engineering handoff — it is not an approved legal terms document. Legal review is a launch checklist item (spec §21) before this can be treated as binding.

What ZimExpress does

ZimExpress is an intermediary. The products in our shop are held by partner stores and suppliers, not by ZimExpress. We list them, take your order and payment, confirm the item with the store, and arrange collection or delivery. When you ask for something we don't list, we privately verify it, source it, arrange transport and deliver it. You deal only with ZimExpress — never with stores, agents or suppliers directly.

Stock and availability

Because the goods are on our partners' shelves, many items show “In stock” without a quantity: we can't count another store's stock. They stay available until the store tells us otherwise. After you order, we confirm the item with the store. If it's no longer available, we tell you straight away and you can choose something else or cancel. If you already paid, we refund you.

Quotes and pricing

A quote is valid until its stated expiry. Accepting a quote creates a binding order at the price shown — we don't change it after the fact without your explicit approval.

Paying

You can pay cash when your order is delivered or when you collect it. If you pay by EcoCash, send the order total (delivery included) to the EcoCash details shown on your order page, then send us the transaction ID or a screenshot. We start preparing your order once we have confirmed the payment. If we can't confirm it, we tell you why and you can send it again.

Collecting your order

If you choose to collect, there is no delivery fee. We email you when your order is ready at the collection point you chose, with its address and opening times. We keep it for 7 days from that email and remind you on day 3 and day 6. If it isn't collected within 7 days, the order is cancelled and the items are released. If you had already paid, we refund you.

Changing or cancelling an order

Until we start preparing your order, you can cancel it yourself from your order page. After that, contact us and we'll help where we can. If you cancel an order you already paid for, we refund you.

You can change sizes, colours, quantities or the delivery address yourself from your order page until we lock the order or start preparing it, as long as it isn't paid yet. After that, send us a change request from the same page; we'll confirm or explain why we can't. Any change updates the price, discount and delivery fee, and depends on the items still being in stock.

Authenticity labels

Every item is labelled so you know exactly what you're buying:

• Original — the genuine product from the brand or an authorised seller.
• Mirror copy — a 1:1 replica of a brand's design, very hard to tell apart from the original.
• High-copy — a close replica of a brand's design.
• Standard copy — a budget replica of a brand's design, with visible differences.
• Unbranded — no brand name or logo; a generic or own-label product.

Mirror copies, High-copies and Standard copies are not made, licensed or endorsed by the brand, and they are priced as replicas. We never present a copy as an Original. If what you receive doesn't match its label, you can return it free of charge under our returns policy.

Restricted goods

We don't handle illegal or restricted items. Requests for them are rejected during verification.

Account use

Keep your account credentials confidential. You're responsible for activity under your account.