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faqs

Can’t find your questions here? Our costumer care team is here to assist you.

orders

How do I place an order?

You can buy ZENOLOGY products here.

We don’t take orders over the phone. But if you have any questions about how to place an order on our website, please contact our customer care team by email at info@zenology.com

Can I amend/cancel my order?

If you haven’t received a dispatch email, please contact our customer care team by email at info@zenology.com as soon as possible. 

What can I do if I didn’t receive my order confirmation email?

Please check your junk and spam folders. Not there? Please email our customer care team at info@zenology.com and we will be happy to help.

What can I do if there is a missing item in my order?

Apologies if we made a mistake. Please email our customer care team at info@zenology.com and we will organize to send out the missing item for you.

What can I do if I received the wrong item?

Apologies if we made a mistake. Simply email our customer care team at info@zenology.com to organize a product return. We will investigate with our warehouse and organize to send out the correct item for you.

What can I do if I received a faulty item?

We apologise if you received a faulty item. Please email our customer care team at info@zenology.com and provide clear images of the product and its fault as well as the batch code printed on the crimp/base of the product. Once we receive it, a replacement item will be sent out to you.

What can I do if I didn’t receive samples with my order?

Unless a promotional code is required, you’ll receive free samples with your order. If you’re eligible a promotion, the coupon must be selected in your shopping cart before you place your order. This is to minimise waste if you don’t want your samples. We’re unable to send these out to you after your purchase has been made. However, if you can see you have selected your samples in your order confirmation yet they have not arrived, please email our customer care team at info@zenology.com and we will look into this for you.

Are there any Custom Charges for my order?

Customs duty, tax and applicable fees will be assessed on your purchases. The recipient will have to pay these charges separately when the package is delivered. For more information contact your nearest Customs Office.

Can I receive a VAT refund?

If you are eligible for a tax refund, please contact your nearest Tax Office.

Can you provide a VAT Invoice?

Yes, we can. Simply add your VAT number in the check-out.
Otherwise,  email our customer care team at info@zenology.com and we will send one out to you.