FAQs

Bringing value and great service to our customers is the top priority at ZenLiving.co. If your question is not on this list, please contact us.

Ordering

I entered a wrong shipping address, what should I do now?

Please always double check the address you entered!

If you found an error in your shipping address contact us immediately to provide the correct address. Contact our friendly customer service team. We will do everything to ensure the shipment will reach the right address.

Unfortunately, if the order was already processed, change cannot be made. That’s why it is important to double check the address before you make the purchase or at least right after the purchase and notify us immediately if necessary.

I didn't receive the confirmation email after the order, what should I do now?

Sometimes these emails go into the spam/junk email folder. Please check it first. Contact us if it is not there.

What currency do you charge?

We charge USD for all orders.

 

Shipping and delivery

What countries do you ship to?

We normally ship to USA, Canada, Australia, New Zealand, UK. 

Depending on the product we can also ship to the countries below. Please contact us before ordering.

Andorra, Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Iceland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Montenegro, Norway, Netherlands, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland.   

If your country is not on this list, please do not contact us. Unfortunately, we cannot ship it to your country.

What is the order processing time?

We source our products from all over the world. Some items are handmade. Depending on the item, warehouse or the manufacturer processing time can take from 24 hours to 7 days.  You will be notified as soon as the item ships.

After the item is shipped how long does it take to receive it?

Shipment to USA normally takes 2-4 business weeks. To other countries it might take a little bit longer. In rare occasions and during public holidays shipping can take up to 45 days. This is beyond our control. Please be patient. 

All digital products are available to download within 24 hours. You will receive an email with a download link.

Will I receive all the items I ordered in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages.

What about customs clearance?

Most of the countries we ship to do not require customs clearance. In rare cases, if it is required ZenLving.co is not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive.

Do you provide a tracking number?

Yes, all shipments have tracking numbers.

Why my tracking says “no information available at the moment”?

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.

 

Refunds, returns and cancellations

The following doesn't apply to "free" offers. There is no refund or cancellation for these items.

Can I cancel my order?

 Yes. Since we do everything in our power to rush the products as quickly as possible to our customers, cancellations can only be made within 12 hours of order placement. Please contact us to cancel the order and get a refund. Once the order is processed by us it cannot be cancelled.

What to do if I didn't receive the order?

If you did not receive the product within the guaranteed time (45 days plus the processing time) you can request a refund or a reshipment. 

Can I return an item?

Yes if you received a wrong item or it is damaged. In this case you can request a refund or a reshipment. You must return the item at your own expense and the item must be unused. There is no reimbursement for the postage costs incurred. Please contact us with the pictures of the item received within 3 days after the receipt for more details. We will do everything to resolve the issue to your satisfaction.

What to do if the item is damaged?

If the item is faulty or damaged, you can request a refund or a reshipment. You will need to return it at your own expense and there is no reimbursement for the postage costs incurred. Once your item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

Please contact us within 3 days after the receipt for more details and include the pictures of the item received that shows the damage. We will do everything to resolve the issue to your satisfaction.

In what cases you don't issue a refund?

We DO NOT issue a refund if:

You changed your mind and want to exchange or return the item (see order cancellation).

For any gift cards or chargeable downloadable e-books.

For any "free" offers.

Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).

Your order did not arrive due to exceptional circumstances outside the control of ZenLiving.co (i.e. not cleared by customs, delayed by a natural disaster).

Other exceptional circumstances outside the control of ZenLiving.co

I am eligible for a refund. When should I submit the refund request?

 If you are eligible for a refund, please submit the refund request within 3 days after the receipt or the expiration of the guaranteed delivery period (45 days after shipment).

You can do it by sending a message on contact us page.

When I’ll receive my refund?

We process all eligible refunds within 24-48 hours. Depending on the bank or credit card company it might take 5-14 days before you can see it in your account.

If you haven’t received a refund after that period and already checked with your bank or credit card company, please contact us.

 

Jewelry: Use, maintenance, and more

How to use aromatherapy jewelry and car diffusers?

Open the locket and add few drops of desired essential oil or mixture. 

How to take care of my jewelry?

How to shorten my necklace chain?

Why is stainless steel good for jewelry?

Stainless steel jewelry is long lasting and resistant to rust, oxidation and discoloration. Since it is unplated it will not chip or fade over time.

Can stainless steel cause allergy?

Stainless steel is considered to be hypoallergenic just like silver or 24kt gold. For majority of people it is absolutely safe. In rare cases, if you have hypersensitive skin it might cause an allergic reaction due to trace amounts of nickel and iron. Stop wearing it immediately if you notice any signs of reaction.

What is zinc alloy?

Zinc alloy is a combination of zinc with a different metal. For example, brass is a zinc alloy – a combination of zinc and copper. Another combination is zinc with nickel and copper known as nickel silver even though it contains no silver.

Zinc alloy jewelry is safe to wear as opposed to lead alloy which can be toxic.

Nickel presence in the alloy can cause an allergic reaction to people with hypersensitive skin. Copper presence in alloys can color the skin green. It is not harmful nor is it a permanent stain.

Can zinc alloy cause allergy?

Nickel is the main culprit of metal allergenic reactions. If there is nickel in the alloy it can trigger allergic reactions for people with hypersensitive skin.

 

If you have any other questions, please contact us through "contact us" page and we will do our best to help you out.