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Q: where can i have my ZENOLOGY order delivered?
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, France, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Afghanistan, Bahrain, South Korea, United Arab Emirates, India, Japan, Kuwait, Malaysia, Philippines, Hong Kong, Singapore, Taiwan, Holy See (Vatican City State), Liechtenstein, Aruba, Bahamas, Barbados, Grenada, Trinidad and Tobago, Argentina, Brazil, Chile, Colombia, Venezuela, Norway, Switzerland, Thailand
In the event of delivery outside The Netherlands, the customs duties or other local taxes may be charged, which are at your exclusive expense and are your sole responsability, both in terms of declaration and payment. You are invited to check with your local authorities prior to the order.
Q: how much does shipping cost?
We offer free shipping on all orders over €50
We offer free shipping on all orders over 100€
We cannot ensure returns.
We offer free shipping on all orders over 250€
In the event of delivery outside The Netherlands and throughout the world. The other delivery costs of the products are the responsibility of the customer. In the event of delivery outside The Netherlands, the customs duties or other local taxes may be charged, which are at your exclusive expense and are your sole responsibility, both in terms of declaration and payment. You are invited to check with your local authorities prior to order.
We cannot ensure returns.
Q: how long does it take to receive my package?
A: Most of our orders are shipped within the 1 business day after your purchase from our Dutch warehouse, pending availability and credit verification.
Once your order is shipped, we estimate you will receive your order within :
* European Union and The Netherlands: 2-3 business days of its ship date
* International : 4-5 business days weeks of its ship date
Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible.
We do not ship on the weekend.
Q: I made a mistake in my delivery address. can I modify it?
A: Contact our customer service as soon as possible by email firstname.lastname@example.org. We will do our best to help you.
Q: my order never arrived. what should I do?
A: We are sincerely sorry for this inconvenience.
Please contact our customer service by email at email@example.com and we will do our best to resolve your situation as soon as possible.
Q: I received my package but there is a problem. what should I do?
A: We make every effort to ensure you receive your orders in the best conditions.
If your package is damaged, if your item is missing or if you have received the wrong item you did not order, contact our customer service by email at firstname.lastname@example.org and we will do our best to resolve the situation as quickly as possible.
Q: I placed my order, but I changed my mind... can I still modify or cancel it?
A: If you wish to cancel your order, contact our customer service as soon as possible: we will do our best to help you.
If your order is already being prepared, we will unfortunately not be able to cancel it. In this case, you must send us back your unwanted item by mail (France only). More information on return conditions.
Q: I ordered a ZENOLOGY perfume, I tried the perfume and I don't like the scent. how do I return my package and get a refund
A: 1. I have try with the sample and the packaging of the bottle is NOT opened.
If your perfume does not suit you, you have 30 days from the delivery date to return your unopened package to us in its original case free of charge.
Please consider, that only the return shipping from France will be accepted. For more details on our return policy, or to find out how to obtain your return label, contact customer service.
2. I have try with the fragrance and the packaging of the bottle is opened.
Unfortunately, for hygienic reasons, if the packaging of the bottle has been opened or the bottle used, we cannot refund you. To test your perfume, it would more useful for you to use the sample included in your package. Make sure you like the fragrance before opening it.
Q: how do I know if the fragrance has not been used?
A: In order to verify that our perfumes have not been used and are still in their original packaging, we manually control each returned order. However, in order to guarantee to our customers the fullest conformity of our perfumes, they will be used later as testers for our distributors.
Q: how long will it take to get my money back?
A: Return packages take between 5 to 10 working days to be delivered to us after deposit. We advise you to keep your tracking number and your proof of deposit. Once your package has been received, give our logistics team a few days to process your request. You will receive an email when your refund has been made. Refund is made on the means used for payment. If the fragrance was paid with a gift card, you will receive a new one by email.
Q: want to return your item? what to do?
A: We accept returns under the following conditions:
- Return from The Netherlands are only accepted. Please, accept our apologies for the inconvenience. Our clients’ satisfaction is very important for us, and we are trying to improve our customer experience. We hope to open the return and exchange to other countries soon
- Products must remain film protected, including the packaging and the special accessories. Incomplete, damaged, opened, or altered items will not be accepted for return
- Return made after 30 days of the delivery, will not be accepted
- The package of the returned item must be sent to a courier within 30 days of the return authorization
Returns are free, please contact customer service through email, we will explain the all the steps to return your item.
You will be reimbursed within 30 days of receipt of your items returned to our warehouse, by crediting your bank card or your Paypal account.
Q: how do I know if you received the items I returned?
A: Once your items is returned, you will be notified by email.
Q: what are the accepted payment methods on zenology.com?
A: ZENOLOGY accepts payments by bank card or Paypal or through our virtual ZENOLOGY gift card.
Q: how can I use ZENOLOGY virtual gift card?
The virtual gift cards available on our site by credit card or paypal.
It is not possible to buy a ZENOLOGY virtual gift card with a ZENOLOGY virtual gift card. It cannot be exchanged or refunded, valid for 1 year from the date of reception with an email confirmation
Q: where can I find my order invoice?
A: Your invoice will be sent to your email address.
If you lose it, you can find it any time on zenology.com, in the “Order history” section of your account.
Q: my payment was declined. what should I do?
A: First check that you did not make any mistakes when entering your credit card number.
If that still does not work, you can call our customer service we will do our best to help you.
Q: how to order on zenology.com?
A: Step 1
Select the perfumes you want to buy and add them to your shopping bag. Once your shopping bag is complete, click on “checkout”.
Is this your first order ? You can create your ZENOLOGY customer account. Already have an account ? You just need to identify with your email address and password.
- Billing details, enter your personal and shipping informations.
- Double-check that all the field are filled in correctly.
Your order is registered. In a few minutes, a confirmation email will be sent into your mailbox. We will ship your package with great care and you will receive it within a few days.
A problem? Contact our customer service if you have any questions.
Q: how do I order a fragrance from a sample I liked?
A: You have different options to order the fragrance :
- You can directly order the fragrance on our website.
- or by emailing us at: email@example.com.
Q: I am a subscriber but I do not receive the ZENOLOGY newsletter. what do I do?
A: Make sure that the email entered is the right one to receive our newsletter.
Q: I no longer wish to receive the ZENOLOGY newsletter. what should I do?
A: You can unsubscribe to the ZENOLOGY newsletter at any time via the link in the emails sent.
account and personal information
Q: is my personal information confidental?
A: All your personal information given to us is strictly confidential and we will never pass it on to other brands, unless expressly agreed by you. And in accordance with the Data Protection Act of January 6, 1978 modified by the law relating to the protection of personal data of June 20, 2018 and the provisions of the General Regulations on Data Protection of April 27, 2016, you have a right to access, rectification, opposition, limitation of processing, erasure and portability of the data you have provided to ZENOLOGY. If you wish to exercise these rights, simply contact us.
Q: is it possible to order without creating an account?
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Q: how do I delete my account?
A: You want to leave us? Too bad… But it’s very easy, just contact us via our customer support and voila ! We will delete your account.