Help
Shipping & returns.
Plain answers, no small-print tricks. Anything unclear? Write to us and a real person will reply.
Shipping policy
- Orders ship within 1–3 business days
- United States: 4–7 business days
- UK and rest of world: 5–10 business days
- Always a plain box and a neutral billing name
Shipping costs
Free shipping applies whenever it is shown on our product page or offer. Any shipping cost is always shown clearly at checkout, before you pay.
Order processing
Please allow 1–3 business days for us to pack and dispatch your order. An order counts as dispatched once it is handed to our carrier and on its way to you. During peak seasons and holidays, this can take up to 7 business days.
Delivery times
Once dispatched, delivery usually takes:
United States4–7 business daysUnited Kingdom5–10 business daysRest of the world5–10 business days
Carriers can be slower during holidays and bad weather, and international parcels can be held at customs. We will always keep you updated.
Tracking your parcel
As soon as your order ships, we email you a tracking link. You can also follow it on our Track your order page.
Discreet packaging
Every order arrives in a plain box with no product name on the outside, and your statement shows a neutral billing name.
Order changes and your address
Please check your shipping details at checkout. If you spot a mistake, email hello@zenyaqueens.com within 24 hours of ordering and we will do our best to change it before it ships.
If our system flags an address problem, we will email you within 3 business days to check it. If we do not hear back, we may cancel the order and refund you in full.
Delays
Sometimes things outside our control slow a parcel down, such as weather, carrier issues or customs. If we expect a delay on our side, we will tell you straight away.
Lost or stolen parcels
If your parcel is lost or shows as delivered but has not arrived, email hello@zenyaqueens.com. We will contact the carrier on your behalf, keep you updated, and if it cannot be found, we will help put it right, which may include a replacement depending on the situation.
Duties and taxes
Any import duties or taxes for your country are explained at checkout.
Changes to this policy
We may update this policy from time to time. The version on this page is always the current one.
Return policy
- 60 days from delivery to ask for a return
- Item unused, in its original packaging
- We send you instructions on how and where to send it
- Refund within 10 business days of approval
60-day returns
You have 60 days after receiving your order to request a return.
What can be returned
To be eligible, your item must be in the same condition you received it, unused, and in its original packaging, with your receipt or proof of purchase.
How to start a return
Fill in the form on our Contact page or email hello@zenyaqueens.com. If your return is accepted, we will send you instructions on how and where to send it. Items sent back without first requesting a return cannot be accepted. Return shipping is paid by you, unless your item arrived damaged, faulty or wrong.
Damaged, faulty or wrong item
Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email hello@zenyaqueens.com straight away with a photo and we will make it right.
Items we cannot accept back
Sale items and gift cards cannot be returned.
Exchanges
The quickest way to get what you want is to return your item and, once the return is accepted, place a new order.
Your 14-day right to cancel (UK and EU)
If your order is delivered to the UK or the European Union, you can also cancel or return it within 14 days of delivery, for any reason and without giving one. The same condition rules apply.
Refunds
Once we receive and inspect your return, we will email to tell you whether your refund is approved. If it is, it goes back to your original payment method within 10 business days. Your bank may take a little longer to show it.
If more than 15 business days have passed since we approved your refund and you still cannot see it, email hello@zenyaqueens.com.