Frequently Asked Questions

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

concierge

how can I contact team ZENOLOGY?

Our Customer Care Team can be contacted at info@zenology.com or is ready to take your call during office hours and working days

+31 (0)20 624 76 69.

For Hotels, Airlines or other B2B inquiries please contact Mireille Laurent: ml@zenology.com
For Wholesale inquiries, please contact: wholesale@zenology.com
For Press inquiries, please contact: press@zenology.com

how can I find the ZENOLOGY boutique?

Opening Hours & Working Days
9:00 – 17:30 CET (Mon-Fri)

Opening Hours Boutique
10:00 – 17:00 CET (Mon-Fri)
13:00 – 17:00 CET (Sat)

CZAAR PETERSTRAAT 205
1018 PL Amsterdam
The Netherlands

Contact us for your personal shopping at +31(0) 20 624 7669 or info@zenology.com

want to work with us?

I have a press or business proposal to offer to ZENOLOGY. Who can I contact?

Please contact: our customer support or info@zenology.com

 

 

talent and recruitment

Please, contact: info@zenology.com or upload your resume on the Talents Page.

 

 

account and personal information

is my personal information confidential?

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.

is it possible to order without creating an account?

We recommend you to create an account to place any order on zenology.com. It will only take a few seconds! Your account will be useful as you will be able to track your orders, your returns, your refunds, and save your different delivery addresses to order faster… You will not regret it, we promise.

 

how do I delete my account?

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.

 

orders and shipment

how to order on ZENOLOGY.com?

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”.

Step 2

Is this your first order ? You can create your ZENOLOGY customer account. Already have an account? You just need to sign in with your email address and password.

Step 3

  • Billing details, enter your personal and shipping information.
  • Double-check all fields to make sure they are filled in correctly.
  • Payment stage, choose your payment method, and click on “proceed to (your chosen payment method)”

Step 4

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.

can I use multiple promo codes?

Unfortunately, it is not possible to use more than one promo code at a time.

can I change or cancel my order?

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.

where can I have my ZENOLOGY order delivered?

We deliver in the following countries: 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.

what types of shipping do you offer for international orders?

  • We offer international shipping within Europe with PostNL.
  • We offer international shipping to the rest of the world with UPS.

I made a mistake in my delivery address. Can I modify it?

Contact our customer service as soon as possible by email info@zenology.com. We will do our best to help you.

can I use a different shipping address?

Yes, you can use a different shipping address. Just fill in the shipping address where the product must be shipped to.

how much does shipping cost?

  • The Netherlands: we offer free shipping on all orders over €50

Free returns.

  • European Union: we offer free shipping on all orders over 100€

We cannot ensure returns.

  • International: 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.

how long will it take for me to receive my order?

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.

where is my order?

After you placed your order, you can track your order online using the track & trace code that was send to your email.

when do I receive me track and trace?

You will receive a track & trace code (by email) within 1 to 2 business days after ordering.

do you include invoices and/or return slips?

We include a printed invoice with your order. If you wish to receive a digital invoice as well, please email info@zenology.com.

If you wish to return your order, we suggest you read our Shipping and Returns page: https://zenology.com/shipping-and-returns/.

where can I find my order invoice?

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.

what if my item is damaged, defective, or incorrect?

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 info@zenology.com and we will do our best to resolve the situation as quickly as possible.

my order never arrived. What should I do?

We are sincerely sorry for this inconvenience.

Please contact our customer service by email at info@zenology.com and we will do our best to resolve your situation as soon as possible.

payment methods

what forms of payment do you accept?

ZENOLOGY accepts the following payment methods:

  • PayPal
  • Apple Pay
  • iDEAL
  • Following credit cards: VISA, MASTERCARD, AMERICAN EXPRESS

And don’t worry: everything is 100% secure with AES-256 encryption.

 

my payment was declined. What should I do?

First check whether you made any mistakes while entering your credit card number. If that isn’t the case, you can call our customer service we will do our best to help you.

 

returns and refunds

what is your return policy?

Only Products purchased on zenology.com website can be returned to Zenology for refund or exchange. Products purchased in a department store, specialty retailer or elsewhere must be returned to their original point of purchase.

Should you make an error when ordering online, Zenology will gladly exchange your Product for the Product you intended to purchase. The returned item must be unopened and in its original saleable condition. You are responsible for the shipping and additional postage charges.

In the event that a product is not to your satisfaction, you have the option of exchanging or refunding it.
All Products must be returned to Zenology Online, Cruqiusweg 111P, 1019 AG Amsterdam, The Netherlands. The customer is responsible for the shipping costs incurred when sending the Products back to Zenology.
Should a Product be damaged while it is being shipped to you by us, Zenology will provide you with a full refund or exchange. Return postage will be reimbursed in case of damaged, defective or incorrectly sent Products and a reimbursement will be issued in the original form of payment.

In all cases, original proof of purchase must be provided and Products must be returned within 14 days of receipt for Zenology to process any refund or exchange. Please call +31 (0)20 624 76 69 or email to info@zenology.com in advance of your intention to return or exchange a Product, so that Zenology staff can assist you with a smooth transaction.

Please retain your postal receipt until you are certain your parcel has been safely received by Zenology. We may need to see this if we fail to receive your package.

when will I be refunded?

We will do our best to process returns within 10 business days of receipt and a reimbursement will be issued through the original form of payment.

 

 

Sampling

can I get a free sample?

We occasionally offer samples as a gift with purchase depending on the month. We suggest you subscribe to our newsletter to discover the latest gift with purchase.

If you would like to try our fragrances, we suggest you order a Discovery Set: https://zenology.com/ambiance-discovery-set/.