Política de envío
Shipping Policy
We are proud to offer free shipping on all orders.
Shipping within the UK: approximately 4 to 10 business days.
Packages are not processed or transported on weekends or local public holidays.
Defective Product?
How frustrating! Unfortunately, it can happen that your product is damaged during transit. In this case, we will always send you a new package free of charge the first time, and unfortunately, we cannot offer a refund. If it arrives defective a second time, we will refund the full purchase amount.
Lost Package / Returned Package
If a package is lost or cannot be delivered for logistical reasons, we will always send a new package before proceeding with refunds or returns.
Delivery Outside the Home or at the Post Office
If a package is delivered to your doorstep or left at a post office, Zentora covers the delivery costs of the package. If the package is not accepted or is not collected from the post office, it will automatically be returned to the supplier, and we reserve the right to deduct €15 from the amount you receive back.
These factors include, but are not limited to: extreme weather conditions, technical failures, customs delays, etc.
Please also note that during promotions, delivery times may be longer than usual, for example, Black Friday, Cyber Monday, Valentine’s Day, etc.
The buyer is responsible for any additional customs and clearance issues.
Why Can Beauty and Health Products Not Be Returned?
List of hygiene products that cannot be returned or refunded — this list is not exhaustive: underwear, bikinis, makeup, haircare products, beauty products, etc.
We take hygiene and public safety very seriously and refuse returns of beauty and health products to ensure the safety of all our customers. We are not the only ones. Other beauty and health product suppliers refuse returns for the same reasons.
Order Cancellation
Our orders are processed immediately, so unfortunately, it is not possible to cancel them.
Do I Have to Pay the Cost of Returns?
Yes, all customers are responsible for the cost of their returns. The cost may vary between €15 and €25 depending on the location.
We recommend that you send your return using Track & Trace, as we cannot accept responsibility for lost returns.
Defective Product?
What a shame! Unfortunately, it can happen that your product is damaged during transit. In this case, we will always provide you with a new package free of charge the first time, and unfortunately, we cannot offer a refund.
If it arrives defective a second time, we will refund the full purchase amount.
Lost Package
If a package is lost or cannot be delivered for logistical reasons, we will always send a new package before proceeding with refunds or returns.
Non-Acceptance of Packages
If a package is delivered to your doorstep or left at a post office, Zentora covers the delivery costs of the package. If the package is not accepted or is not collected from the post office, it will automatically be returned to the supplier.
In this case, we will send you a new package free of charge. If it is not accepted a second time, we reserve the right to withhold 4,50£ from the amount you receive back.