Shopping FAQ's

1. When will I receive my items after I place an order?
    The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.


2.Does the product price include the shipping price?
   The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

3. How do I know if my items have been shipped or not?
   When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

4. How do I track my order?
   
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

5. Why is my tracking number invalid?
  
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department at zenashautefashion@yahoo.com and provide them with your Zenashautefashion order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

6. If Customs duties are incurred, who is responsible for them?
    Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. Zenashautefashion do not add taxes, VAT, duty, or any other hidden charges.

7. After payment has cleared, how long do I wait until my order is sent out?
   Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

 After Sales FAQs


1. How can I cancel my order, before and after payment?
Cancellation before payment
   If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. You will need to submit the order again with a new shopping cart.

2. Withdrawing an order after payment
 
If you have already paid for an order and want to cancel it, please contact our Customer Service Department at zenashautefashion@yahoo.com as soon as possible.
If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
If the package has already been dispatched, then we are not able to cancel or change the order.
If you wish to cancel an existing order because you are adding other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at zenashautefashion@yahoo.com and we will process the updated order; there is usually no additional fee for this service.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

2. How can I return purchased items to Zenashautefashion?
   Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at Gamzemoust@yahoo.com please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement.

3. Where do I return the item?
   After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our headquarters in Staten Island, NY

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