FAQ

Frequently Ask Questions

About Our Brand

Is ZUS COFFEE Halal?
Yes. ZUS COFFEE has been awarded the HALAL certification by the Department of Islamic Development Malaysia (JAKIM).
All our suppliers are HALAL Certified, and we have and will always be a Muslim-friendly establishment.

Delivery Range

Outlet Locations & Opening Hours
Our general outlet opening hours are from Monday to Sunday (7:00 am – 10.40 pm).
What is ZUS COFFEE's delivery radius?
Our delivery range/ radius is within 9km of all our outlets. Kindly download our ZUS App to see if your address is within our delivery range!
You can find us by searching ZUS Coffee. We are available on the App Store, Google Play and Huawei AppGallery.
Why was my address previously within the delivery range, but is now showing as out of range?
We understand your address was previously within our delivery range.
However, due to recent updates to our third-party delivery partner’s algorithm, your location may no longer be eligible for delivery.
Rest assured, ZUS Coffee is actively working with our partner to reinstate coverage for affected areas. In the meantime, you may try using an alternative address or choose Pickup at your nearest ZUS outlet.
Thank you for your understanding and continued support!

Play or ZUS Coffee on the App Store (apple.com) to order now! 

I have a missing item(s) in my order, or received a wrong order
Please contact our Customer Happiness team via WhatsApp us at +923269111987 about the missing item(s) or wrong order. Please report your issue within 8 hours of the delivery time. Kindly submit a clear picture along with the information related to this issue.
My drinks/food arrived in poor condition.
We’re truly sorry that your drink or food order arrived in poor condition. This isn’t the experience we want for you.
To help us resolve this quickly, please contact our Customer Happiness team within 8 hours of delivery via WhatsApp at +923269111987.
 
Kindly include a clear photo of the affected item, along with the following details:
What is considered not delivery friendly packaging? These are items that are prone to damage or spillage during delivery due to insecure packaging.
Damaged Packaging (Non-liquid items):
  • Cracks, tears, rips, or deformations in packaging
  • Damage not caused by liquid leaks
Spillage (Liquid items only):
  • Drinks that have leaked or spilled out of their cups during transit
 
Note: Refunds will be reviewed on a case-by-case basis. We’ll also notify the respective outlet and delivery partner to help prevent similar incidents in the future.

Hygiene

The drink/food was unsafe for consumption
We’re truly sorry to hear about your unpleasant experience. This is certainly not the level of quality we aim to deliver at ZUS Coffee, and we appreciate the opportunity to make things right.
If you believe your drink or food was unsafe for consumption, please reach out to our Customer Happiness team within 8 hours from the time of delivery through WhatsApp at +923269111987.
Kindly include a clear photo or video evidence of the affected item.
Examples of safety related concerns include:
  • Drink/food quality or unusual taste
  • Items that arrived cold, burnt, soggy, or containing hair
  • Expired or spoiled food/drinks
  • Foreign objects found (e.g., insects, metal, plastic)
If you experienced any health issues, such as food poisoning after consumption, please seek medical attention promptly. To support our investigation, we kindly ask that you provide a Medical Certificate or report with a clear diagnosis within 24 hours.
Your safety and satisfaction are our top priorities, and we’ll do our best to assist you quickly and thoroughly.
Can I add remarks for my order after submitting my order?
Unfortunately, no. Once an order has been placed or is being prepared by the outlet, we are unable to make any changes.
For future orders, kindly include any specific requests in the Special Remarks section before checkout, and we will do our best to accommodate them.
I have accidentally placed a pick-up order. Can I change it to delivery instead?
Unfortunately, no. We are unable to make any amendments to the order once it’s successfully placed.
 
Alternatively, you may arrange a courier or delivery service to pick up the orders on your behalf.
Can I add more items to my submitted order?
No. Once the order has been submitted, you are unable to amend or add additional items to the same order.
To purchase additional items, you may place a new order instead.
Can I edit the delivery address for my submitted order?
Unfortunately, no. Once the order has been submitted, you are unable to add, edit or amend the address. This is to prevent any confusion between the delivery partners.
Do you take corporate or bulk orders?
Yes, we do accept corporate and bulk orders! Kindly reach out to us at partnership@zuscoffee.pk with your request details, and our team will get back to you within 48 hours.
Can I transfer my order to another outlet?
Unfortunately, no. We are unable to cater for this request at the moment.

ZUS Voucher

How to use the BUY 3 FREE 1 voucher code?
Step 1 Add the item to the cart, click on the order button and proceed to the checkout page
Step 2 Click on the voucher button on to voucher page
Step 3 Add the “ZUSB3F1” voucher and click on Claim
Step 4 Tick on the voucher, and Click on “Use Now”
Can I apply a voucher code to a discounted price item?
Discounted items are already priced at the best value and are not eligible for further discounts or voucher code use.
How do I qualify for the BUY 1 FREE 1 voucher code?
Happy Birthday, ZUSsie! 🎉 A special birthday cake voucher will be automatically added to your account on your birth date.
How to redeem:
  • Add a minimum of 2 cake slices to your cart
  • Select your birthday voucher at the checkout page
Don’t forget to use it within 30 days from your birth date!
Enjoy your sweet treat on us!
Are vouchers applicable for bottled drinks?
No. Vouchers are only applicable for handcrafted drinks unless specifically mentioned otherwise in the voucher Terms & Conditions.
I claimed the voucher but didn’t have enough time to redeem it. Can I get it back?
Unfortunately, no. Once a voucher has been claimed or added to your wallet, it must be redeemed within the given time frame. We’re unable to reissue expired vouchers.
However, some vouchers do come around again, so we recommend checking the Terms & Conditions of each voucher for full details and validity periods.
I forgot to enter my voucher code
We understand that mistakes can happen!
Unfortunately, voucher codes can’t be applied once an order has been successfully placed. To enjoy any promotion, the code must be entered before confirming your order.
But don’t worry, you can still use the same voucher (if it hasn’t expired) on your next purchase! Just be sure to check the Terms & Conditions for the validity and usage details.

Technical Issue

Why my ZUS App isn't working?
If this happens, we would recommend rebooting the ZUS App with the following steps:
  1. Refresh the ZUS App
  2. If this doesn’t work, please uninstall and reinstall the ZUS App
  3. Still not working, take a screen recording of the error AND
  4. Contact our Customer Happiness team via WhatsApp at +923269111987 for assistance.

ZUS Membership

What are the benefits of the ZUS Coffee Club membership?
Here are some of the benefits of our ZUS Coffee Club membership:
  1. The Welcome Drink – You will be entitled to a BUY 1 FREE 1 immediately upon successful registration on our ZUS App.
  2. Free Birthday Cake – On your birth date, you will be entitled for BUY 1 FREE 1 cake voucher code which will be automatically added to your ZUS App wallet.
  3. ZUS Point – Earn ZUS Point for every Pakistani Rupee (Rs.) spent and redeem it with ZUS Rewards for more discount vouchers.
  4. Exclusivity – Premier offers, promotions, freebies, events and more.
  5. Cup Count(s) – Every cup of ZUS drink(s) purchased without any voucher codes in a single transaction will be entitled to cup count. (Any Discount Prices and Discount vouchers used in the transaction are not applicable for cup counts).
*A Free drink (capped at Rs. 700 per transaction) will be applied to the lowest base value drink added to the cart.
New user(s) who signed up with a referral code would not be eligible to Buy1Free1 for their first purchase. However, they will be given referral program-only exclusive vouchers once they have made their first in-app purchase.
ZUS Coffee reserves the right to amend the Terms and Conditions at any point in time.
 
Can I collect cups (ZUS Coffee Club cup counts) via walk-in store orders?
Unfortunately, no.
ZUS COFFEE Club (cup count collection) feature is only available for orders placed through the ZUS App.
However, if you’re placing an order in-store, our baristas can help you earn ZUS Points. Just provide your registered phone number at the time of purchase.
 
How can I upgrade my membership?
Keep drinking more ZUS! The more cups you purchase over time, the higher your membership ranking on ZUS App.
Drink 10 cups: You’ll upgrade to the Rising Star. Drink an additional 9 cups: Elevate your status from Rising Star to Super Addict. Drink another 8 cups: Achieve the highest membership level, ZUS Elite.
Note: Only applicable to handcrafted drinks at full price. Order(s) applied with discount vouchers/promotional combo item(s) are not eligible for membership level upgrades.
What is the ZUS Coffee Referral program?
The ZUS Coffee Referral Program is a program that rewards existing ZUS App users for referring their friends to the app. When a friend signs up using a referral code and makes their first in-app purchase, both the referrer and the friend receive reward vouchers. You can earn discount vouchers based on your member level and the number of successful referrals you have. The higher your member level and the more successful referrals you make, the better discount vouchers you can receive. When your friends sign up with your referral code, they will have to make their first in-app purchase to be entitled to the ZUS app referee journey. Here are the vouchers that your friend can unlock progressively: 1. 60% OFF Top Picks 2. Buy 1 and get 50% OFF 3. Ultimate voucher pack

ZUS Gift Card

How to redeem a ZUS Gift Card?
Here is how you can redeem your ZUS Gift Card:
  1. The recipient receives a ZUS Gift Card redemption code via Email/SMS.
  2. Go to ‘ZUS Balance Top Up‘ section.
  3. Select ‘Top Up Using Gift Voucher’.
  4. Key in the redemption code.
  5. Click ‘Redeem’.
OR
  1. The recipient receives a ZUS Gift Card redemption code via Email/SMS.
  2. Click on the link.
  3. It will redirect the user to ‘ZUS Balance Gift Voucher’ redemption page with the redemption code prefilled.
  4. Click ‘Redeem’.
 
How to send a ZUS Gift Card?
Here is how you can send out ZUS Gift Cards to your friends and family:
  1. Go to the Account Page & select Gift Card.
  2. Select your preferred gift card design.
  3. Enter your gift amount between Rs. 70 – Rs. 30000.
  4. Fill in your {sender} name, and the recipient’s name.
  5. Choose to send to the recipient’s email address or phone number.
  6. Add your personalised message.
  7. Proceed to Checkout and process your payment. Once completed, an invoice will be sent to your registered email.
  8. The recipient will receive the ZUS Gift Card and redemption code through the selected channel (Email/SMS).
  9. You may check your purchased gift card under ZUS Gift Card History.
  10. If the sender chooses to send an email, then a personalised message will show in the recipient’s email. SMS then will show after the recipient has redeemed the code.
  11. To re-share, you can find the share button from ZUS Gift Card History. The personalised message will be shown after the recipient has redeemed the code.
 
How do I change the recipient of my gift card in the ZUS app?
Step 1: Open the Zus app and log in to your account.
Step 2: Tap on your account icon to open the account settings.
Step 3: Scroll down and select “Gift Cards.”
Step 4: Click on “History” at the bottom of the gift card page.
Step 5: Find and select the gift card you want to edit from your history.
Step 6: On the gift card details page, click “Edit Info.”
Step 7: Update the recipient’s details, including email, or phone number.
Step 8: Save the changes.
How many times can I edit the recipient?
You can edit the recipient up to 2 times. After two edits, the option to change the recipient will be disabled.
What if the gift card was sent to the wrong recipient and has already been claimed?
If the gift card has been redeemed or claimed, you cannot edit it. The app can only assist if the voucher hasn’t been claimed yet.

ZUS Merchandise

Terms & Conditions
If you purchase via Walk-In at ZUS Coffee outlet:
 
  1. Pricing and Payment:-
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
 
  1. Warranty
2.1. Our water bottles come with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Help Form (Zus app > Help Centre > Zus Merchandise > Is there warranty for the product?).
 
  1. Returns and Exchanges
3.1. General Conditions
3.1.1. Customers must inspect the merchandise at the counter before purchasing.
3.1.2. We allow exchanges for defects only under our 15-day warranty policy.
3.2. Damaged or Defective Items
3.2.1. Customers are required to inspect items at the counter for any physical damage or defects before purchasing.
3.2.2. For any unforeseen damage or defect (e.g., leaking upon filling with a drink), customers shall fill up the Help Form (Zus app > Help Centre > Zus Merchandise > Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/receipt number, a photo of the receipt and a video of the defective item.
3.2.3. If proven that the item is defective, customers are entitled to an exchange under our 15-day warranty policy.
3.2.4. If the exact model and color of the exchange item are not available, customers must choose from the available colors of the same model. The exchange item must be of the same price or lower.
3.2.5. ZUS Coffee reserves the right to refuse a refund or exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
4.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
4.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
5.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
6.1. ZUS Coffee is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the purchased item.
6.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
 
If you purchase via Pickup in ZUS App:
 
  1. Pricing and Payment
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
  1. Warranty
2.1. Our item comes with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Help Form (ZUS app > Help Centre > ZUS Merchandise > Is there warranty for the product?).
 
  1. Pick Up Process
3.1. Customers will receive a notification in the ZUS App once the order is ready for pick up.
3.2. Orders must be picked up within the store’s operating hours upon received notification.
3.3. Purchase is not available for scheduled order.
 
  1. Returns and Exchanges
4.1. General Conditions
4.1.1. Customers must inspect the merchandise at the counter before purchasing.
4.1.2. We allow exchanges for defects only under our 15-day warranty policy.
 
4.2. Damaged or Defective Items
4.2.1. Customers are required to inspect items at the counter for any physical damage or defects before purchasing.
4.2.2. For any unforeseen damage or defect (e.g., leaking upon filling with a drink), customers shall fill up the Help Form (Zus app > Help Centre > Zus Merchandise > Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/receipt number, a photo of the receipt and a video of the defective item.
4.2.3. If proven that the item is defective, customers are entitled to an exchange under our 15-day warranty policy.
4.2.4. If the exact model and color of the exchange item are not available, customers must choose from the available colors of the same model. The exchange item must be of the same price or lower.
4.2.5. ZUS Coffee reserves the right to refuse a refund or exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
5.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
5.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
6.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
7.1. ZUS Coffee is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the purchased item.
7.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
 
If you purchase via Delivery in ZUS App:
 
  1. Pricing and Payment
1.1. Prices are subject to change without prior notice.
1.2. All prices are listed in the local currency and include applicable taxes.
1.3. Payment can be made via cash, credit/debit cards, or any other payment method accepted at our outlets.
1.4. There may be a difference in terms of pricing between the outlet and online pricing due to app-specific promotions.
 
  1. Warranty
2.1. Our item comes with a 15-day warranty against manufacturing defects.
2.2. The warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
2.3. To claim the warranty, please fill up the Help Form (ZUS app > Help Centre > ZUS Merchandise > Is there warranty for the product?).
 
  1. Delivery Process
3.1. Customers will receive a notification in the ZUS App once the order is placed.
3.2. Delivery times are estimated and may vary based on location and availability.
3.3. Delivery charges may apply and will be specified at the time of purchase.
 
  1. Returns and Exchanges
4.1. General Conditions
4.1.1. We allow exchanges for defects only under our 15-day warranty policy.
 
4.2. Damaged or Defective Items
4.2.1. For any unforeseen circumstances where you receive a damaged or defective item (e.g., leaking upon filing with a drink), the customer shall fill up the Help Form (ZUS App > Help Centre > ZUS Merchandise > Is there warranty for the product?) within 15 days from the purchase date. Customers are required to provide the order ID/receipt number, a photo of the receipt and a video of the defective item.
4.2.2. Upon inspection, if the item is confirmed to be defective, customers are entitled to an exchange under our 15-day warranty policy.
4.2.3. If the exact model and color of the exchange item are not available, customers must choose from the available colors of the same model. The exchange item must be of the same price or lower.
4.2.4. ZUS Coffee reserves the right to refuse an exchange if the product shows signs of use, misuse, or is not in its original condition.
 
  1. Refund Policy
5.1. All completed sales are considered final. We allow refunds only for items that are found to be defective and an exchange is not available at the point of time.
5.2. If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to reflect on your bank account depending on the bank’s processing time.
 
  1. Usage Instructions
6.1. Please follow the care and usage instructions provided with each item to ensure longevity and safety.
 
  1. Liability
7.1. ZUS Coffee is not liable for any indirect, incidental, or consequential damages arising from the use or inability to use the item.
7.2. Our liability for any claims related to the purchase of the item is limited to the purchase price of the product.
Where can I purchase for ZUS COFFEE merchandise?
Here are several ways you can purchase ZUS merchandise:
  1. Visit our website to explore the full range of ZUS merchandise here.
  2. You can also find selected ZUS merchandise at specific outlets. To place an order via the ZUS app, simply select a ZUS outlet and navigate to the Menu. If available, you will see a list of merchandise that you can choose from.
  3. Alternatively, you can walk into any ZUS outlet and make your purchase in-store if the merchandise is available.
What is the Bring-Your-ZUS-Tumbler (BYZT) program?
Bring-Your-ZUS-Tumbler (BYZT) is a program that allows you, our esteemed customer, to save 10% every time you order your favourite drink with a ZUS Tumbler.
As part of our initiative to reduce plastic and paper cup consumption.
For more information, please go to ZUS App > Account > BYZT.
 
How can I place a bulk order for ZUS COFFEE merchandise?
For orders valued at Rs. 99,800 and above, please fill out the Help Form to submit a Purchase Request.
Is there a refund policy?
All completed sales are considered final. We allow refunds only for items that are found to be defective, and an exchange is not available at the point of time.
If a refund request is approved, the refund will be processed via the original payment method (ZUS Balance, credit/debit card, bank transfer). For credit/debit card and bank transfer, it will take 7-14 business days for the refund to be reflected in your bank account, depending on the bank’s processing time.
Is there any warranty for the product?
Our product comes with a 15-day warranty against manufacturing defects. This warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
For defective items, we will offer an exchange. Please fill out the Help Form and our friendly support team will assist you within 48 hours.
What is your return and exchange policy?
To be eligible for an exchange, you will need to provide a video of the defective part or a photo of the wrongly delivered item and the receipt / proof of purchase. Please fill out this Help Form and our friendly support team will assist you within 48 hours.
If a return is required, we will provide you with a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.
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