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If you need assistance, our support team is ready to help you as efficiently as possible.

The best way to contact us is through our Contact Form, as it allows us to process your request faster and more accurately.

If you do not receive a response or require further assistance, you may also contact us via email at zenavra@gmail.com. To help speed up the process, we recommend using a clear subject line in capital letters (for example: “ORDER ISSUE” or “ACCOUNT SUPPORT”).

When submitting your request (via form or email), please:

Provide accurate information related to your order
Describe your issue or enquiry as clearly and in as much detail as possible

The more details you provide, the faster we can review and resolve your request.

Support Hours:

Monday to Friday, from 10:00 to 18:00

All messages are handled in order of receipt during business hours.

Shipping Policy

Order Processing

All orders are processed within 1 to 3 working days after payment confirmation. During peak periods, processing times may be slightly extended.

Delivery Times

United Kingdom: approximately 5 to 12 working days
Europe: approximately 7 to 15 working days

Delivery times are estimates and may vary depending on location and logistical factors.

Shipping Costs

Shipping costs are calculated automatically at checkout, based on the delivery address and order details.

Order Tracking

Once your order has been dispatched, you will receive an email with your tracking number. You can also track your order directly through your account on our website.

International Shipping

We deliver across the United Kingdom and to selected European countries. If your country is not available at checkout, please contact our support team.

Split Shipments

In some cases, orders containing multiple items may be shipped separately depending on stock availability.

Delays

While we strive to meet all delivery estimates, factors such as weather conditions, high demand, or logistical issues may occasionally cause delays.

Returns & Refunds

We offer a 14-day return policy from the date of delivery.

Return shipping is free of charge, provided the request is made within the allowed period and complies with our policy.
Once approved, refunds will be processed in accordance with our terms.

For more details, please refer to our Returns & Refunds page.

Returns & Refunds

Returns Center

Click to access returns and request your refund.

More Informations

Returns Period

You may request a return within 14 days from the date of delivery. Requests made after this period will not be accepted.

Eligibility for Returns

To be eligible:

The item must be unused
It must be in the same condition as received
It must be in the original packaging
It must include all accessories and components

A proof of purchase may be required.

Non-Returnable Items

We do not accept returns for:

Personalised or made-to-order items
Perishable goods (food, flowers, etc.)
Personal or intimate hygiene products
Hazardous materials, flammable liquids or gases
Gift cards
Downloadable software products
Opened CDs, DVDs, software or video games
Newspapers and magazines
Certain health and personal care items

Partial Refunds (if applicable)

Partial refunds may be granted in certain situations:

Items showing clear signs of use
Items not in original condition
Items damaged or missing parts not due to our error

How to Request a Return

To initiate a return, please use the return request form available on our website. You will be required to provide:

Full name
E-mail
Phone number
Descriptions about de order
Order number
Reason for return
Images of the item

Further instructions will be provided after your request is reviewed.

Return Shipping Costs

Returns requested within the 14-day period and meeting all conditions are free of charge
Otherwise, return costs may be the customer’s responsibility

Refunds

Once your return has been received and inspected:

You will be notified regarding approval or rejection
If approved, your refund will be processed within 5 to 20 working days
Refunds will be issued via the original payment method

Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your card provider
Contact your bank

If the issue persists, please contact us via the Contact Us page.

Faulty or Damaged Items

If your item arrives faulty or damaged:

Report the issue through the appropriate channel
Provide clear photographic evidence

Each case will be reviewed individually. Items damaged due to misuse are not eligible.

Exchanges

We only replace items if they are defective or damaged. For other cases, we recommend returning the item and placing a new order.

Important Notes

Do not send your return directly to the manufacturer
Processing times may vary depending on the payment provider

FAQ

Orders & Purchases

Do I need to create an account to make a purchase?

You can create an account either before or during checkout. Certain personal details are required to process your order and ensure successful delivery.

How do I know if my order has been confirmed?

Once your purchase has been confirmed, you will receive an email with your order details and payment confirmation. You can also track your order status directly on our website.

Can I change or cancel my order after placing it?

Once an order has been placed, it cannot be changed or cancelled. However, if you change your mind, you may return the item within the specified period and receive a refund.

How do I use a discount code?

Discount codes may be subject to specific conditions and may be limited to selected customers. To use one, simply enter the code in the designated field at checkout. The system will automatically verify whether the conditions for use have been met.

Can I use more than one promo code per order?

Only one promotional code can be used per order, except in specific cases. Discount codes and free delivery codes may, in some cases, be applied to sale items.

Payments

What payment methods are accepted?

We accept credit and debit cards, as well as digital wallets such as Apple Pay, Google Pay and Shop Pay. We also support local payment methods including Bancontact and iDEAL.

Is it safe to pay on the website?

Our website is secured with SSL certification, ensuring the protection of our customers’ data. In addition, our payment system uses advanced encryption technologies to safeguard all financial information, preventing fraud and unauthorised access.

Delivery & Shipping

How much does delivery cost?

Delivery within the United Kingdom typically ranges from £1.99 to £3.99, depending on your location. We recommend checking the exact cost at checkout. For other European countries, delivery fees are calculated based on the destination.

Do you deliver across the UK?

We deliver across the United Kingdom. We also offer shipping to other European countries.

How can I track my order?

You can track your order through your account area on our website. In addition, we send email updates at each stage, from order confirmation through to delivery.

Can I change my delivery address after dispatch?

It is not possible to change the delivery address once the order has been confirmed. We recommend checking all details carefully before completing your purchase.

Returns & Refunds

How can I return a product?

To request a return, you will need to follow a few steps, such as providing images of the product, stating the reason for the return, and supplying your contact details. The return must be made within the allowed period. For full details, please visit the Returns & Refunds section, where all necessary information is available.

What is the returns period?

The returns period is 14 days from the date of delivery. For more information, please visit the Returns & Refunds section.

Which products are non-returnable?

We do not accept returns for the following items: made-to-order or personalised products, food items, perishable goods or those with a short shelf life, personal hygiene products, underwear and swimwear, digital content (such as music, films or e-books once access has begun), software, CDs, DVDs and video games that have been unsealed, newspapers and magazines, as well as items that cannot be returned after delivery due to hygiene reasons or because they have been inseparably mixed with other goods. For more details, please refer to the Returns & Refunds section.

Do I need to pay for return shipping?

If the return is requested within the 14-day period and complies with our policy, Zenavra will cover the return shipping costs. After this period, the return shipping cost becomes the responsibility of the customer. For more information, please refer to the Returns & Refunds section.

When will I receive my refund?

Refunds are processed within 5 to 28 working days after the return has been approved. For more details, please visit the Returns & Refunds section.

What should I do if my item arrives damaged or faulty?

If your item arrives damaged or faulty, you should initiate a return request, clearly describing the issue and providing images as evidence. Each case will be reviewed by our team. We are not responsible for damage caused after delivery due to misuse by the customer. For more information, please refer to the Returns & Refunds section.

Can I return sale items?

Yes, sale items can be returned. The refund amount will correspond exactly to the price paid at the time of purchase, regardless of any subsequent price changes. For more details, please refer to the Returns & Refunds section.

Customer Support

How can I contact customer support?

You can contact our customer support team via email at zenavra@gmail.com. We recommend using a clear subject line in capital letters (e.g. “ACCOUNT ISSUE”). At the beginning of your message, please include your full name, contact phone number, and email address (these should match the details used on your account). Then, describe your issue as clearly as possible so we can assist you promptly.

What are your support hours?

Our customer support is available Monday to Friday, from 10:00 to 18:00.

Returns & Refunds

FAQ

Policies

Privacy Policy

Last updated: April 27, 2026

1. Introduction

This Privacy Policy explains how Zenavra (“we”, “our”, or “us”) collects, uses, and protects your personal information when you visit or make a purchase from our website.

By using our website, you agree to the practices described in this policy.

2. Personal Information We Collect

We may collect and process the following categories of personal data:

Full name
Email address
Phone number
Billing and delivery address
Account information (login details, if applicable)
Order details and purchase history
Device and usage data (IP address, browser type, pages visited)

We do not store or process payment card details directly. Payments are securely handled by Shopify Payments.

3. How We Collect Your Data

We collect personal data through:

Direct interactions (e.g. when placing an order or creating an account)
Automated technologies such as cookies and tracking tools
Third-party services supporting our store operations

4. How We Use Your Information

We use your personal data for the following purposes:

To process and deliver orders (contractual necessity)
To provide customer support (contractual necessity)
To improve website functionality and performance (legitimate interest)
To prevent fraud and ensure security (legitimate interest)
To send marketing communications (consent, where applicable)

5. Sharing Your Information

We may share your data with trusted third parties strictly where necessary, including:

Payment processing providers
Analytics and marketing platforms such as:
- Google Analytics
- Meta
- TikTok

All third parties are required to process your data securely and in compliance with applicable laws.

6. International Data Transfers

Your data may be transferred and processed outside the UK or EEA.

Where this occurs, we ensure appropriate safeguards are in place, such as:

Standard Contractual Clauses (SCCs)
Equivalent legal protection mechanisms

7. Data Retention

We retain personal data only for as long as necessary to:

Fulfil contractual obligations
Comply with legal and regulatory requirements
Resolve disputes and enforce agreements

Retention periods are determined based on the type of data and legal obligations.

8. Your Rights

Under applicable data protection laws, you have the right to:

Access your personal data
Request correction of inaccurate data
Request deletion of your data
Request restriction of processing
Object to processing
Request data portability
Withdraw consent at any time

You also have the right to lodge a complaint with your local data protection authority (e.g. the UK Information Commissioner’s Office – ICO).

To exercise your rights, please use our Contact Us page.

9. Cookies and Tracking Technologies

We use cookies and similar technologies to:

Ensure website functionality
Analyse traffic
Deliver personalised advertising

For full details, please refer to our Cookie Policy.

10. Children’s Privacy

Our website may be accessed by individuals under 18. However, we do not knowingly collect personal data from children without appropriate consent.

11. Data Security

We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, or misuse.

However, no system is completely secure.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page.

13. Contact

For any questions or requests regarding this policy, please visit our Contact Us page.

Terms of Service

Last updated: April 27, 2026

1. Overview

This website is operated by Zenavra. By accessing or purchasing from our store, you agree to be bound by these Terms of Service.

2. Use of the Website

By using our website, you agree that you will not:

Use the website for any unlawful or fraudulent purpose
Attempt to gain unauthorised access to our systems
Use bots, scraping tools, or automated systems
Reproduce, duplicate, copy, or resell any part of the service without permission

We reserve the right to suspend or terminate access if these terms are violated.

3. Products and Services

We reserve the right to:

Modify or discontinue products at any time
Limit quantities of any product
Refuse service to anyone for any reason

Product descriptions and images are provided as accurately as possible, but we do not guarantee that all information is error-free.

4. Prices and Payment

All prices are listed in GBP (£).

We reserve the right to:

Change prices at any time without prior notice
Cancel or refuse orders in the event of pricing errors

Payments are processed securely via Shopify Payments. Orders may be cancelled if payment is declined, flagged as fraudulent, or not successfully completed.

5. Orders and Cancellation

Once an order has been placed and payment confirmed, it cannot be cancelled.

If you change your mind, you may request a return after receiving the product, in accordance with our Returns & Refunds Policy.

6. Shipping and Delivery

Shipping and delivery are subject to our Shipping Policy.

For full details regarding delivery times, costs, and conditions, please refer to our Shipping Policy page.

7. Returns and Refunds

Returns are accepted within 14 days of delivery, subject to our policy.

For full details, please refer to our Returns & Refunds page.

8. Limitation of Liability

To the fullest extent permitted by law, Zenavra shall not be liable for:

Any misuse of products
Any indirect, incidental, or consequential damages
Any losses resulting from delays beyond our control

Our liability is strictly limited to the value of the product purchased.

9. Intellectual Property

All content on this website, including text, images, logos, and design, is the property of Zenavra and may not be used without permission.

10. Privacy

Your personal information is handled in accordance with our Privacy Policy.

11. Changes to Terms

We reserve the right to update or modify these Terms at any time. Continued use of the website constitutes acceptance of any changes.

12. Governing Law

These Terms are governed by and interpreted in accordance with the laws of the United Kingdom.

13. Contact

For any questions regarding these Terms, please visit our Contact Us page.

Cookie Policy

Last updated: April 27, 2026

1. What Are Cookies

Cookies are small text files stored on your device when you visit a website. They help improve your browsing experience and allow websites to function properly.

2. How We Use Cookies

We use cookies to:

Ensure the website functions correctly
Improve performance and user experience
Analyse website traffic
Deliver relevant advertising

3. Types of Cookies We Use

Essential Cookies

These cookies are necessary for the website to function properly. They enable core features such as:

Shopping cart functionality
Account login
Security and fraud prevention

These cookies cannot be disabled.

Performance and Analytics Cookies

These cookies help us understand how visitors interact with our website, allowing us to improve functionality and performance.

We use tools such as:

Google Analytics

Marketing and Advertising Cookies

These cookies are used to deliver relevant ads and track the effectiveness of marketing campaigns.

We may use:

Meta (Facebook Ads)
TikTok

Functional Cookies

These cookies allow the website to remember your preferences and improve your experience.

4. Consent and Control

When you visit our website, you are presented with a cookie banner that allows you to:

Accept all cookies
Reject non-essential cookies
Manage your preferences

You can update your cookie preferences at any time.

5. Managing Cookies

You can also control and delete cookies through your browser settings. Please note that disabling certain cookies may affect website functionality.

6. Cookie Duration

Cookies may be:

Session cookies (deleted when you close your browser)
Persistent cookies (stored for a set period or until manually deleted)

7. Third-Party Cookies

Some cookies may be set by third-party services integrated into our website. These providers have their own privacy and cookie policies.

8. Changes to This Policy

We may update this Cookie Policy from time to time. Any changes will be posted on this page.

9. Contact

For more information about how we use cookies, please visit our Contact Us page.

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