Contact Us
If you need assistance, our support team is ready to help you as efficiently as possible.
You can contact us via email at zenavra@gmail.com. To speed up the process, we recommend using a clear subject line in capital letters (for example: “ORDER ISSUE” or “ACCOUNT SUPPORT”).
At the beginning of your message, please include:
- Full name
- Email address used for your purchase
- Contact phone number
It is important that these details match the information used on your account, as this allows us to locate your order more quickly and securely.
Then, describe your issue or enquiry as clearly and in as much detail as possible. The more information you provide, the faster we can review and resolve your request.
Our support hours are 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
Preparing Your Item for Return (Step-by-Step)
To ensure your return is accepted and processed correctly, please follow these steps:
- Item Condition:
- The item must be unused.
- It must be in the same condition as received. - Packaging:
- Use the original packaging whenever possible.
- If unavailable, use secure packaging to protect the item during transit. - Included Items:
- Include all accessories, manuals, and components.
- Ensure nothing is missing. - Protection:
- Pack the item carefully to prevent damage during transit.
- Items damaged during return shipping may not be eligible for a refund. - Return Label & Shipping:
- Once your return is approved, you will receive instructions with the correct return address.
- Follow the provided instructions carefully. - Proof of Postage & Tracking:
- We strongly recommend using a tracked shipping service.
- Keep your proof of postage until the process is completed.
Important Notes About Returns
- In some cases, items may need to be returned to a designated return centre
- Failure to follow the instructions may result in refusal of the refund
- Do not send items without prior return approval
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
- 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