FAQS


 

OH NO! I MADE A MISTAKE WITH MY ORDER, CAN I CHANGE IT?

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

Therefore please ensure the personalization is accurate before ordering.

I’M UNHAPPY WITH MY PRODUCT AND I’D LIKE TO SPEAK TO YOU ABOUT IT.

We’re really sorry that you’re unhappy with the gift you’ve ordered. We know how important it is for a gift to be perfect, so please get in touch and we’ll try our best to solve the problem.

Please fill in our online inquiry form and we’ll get back to you as soon as possible.

 

WHAT'S YOUR RETURNS POLICY?

We offer a 14 day returns policy for NON personalized items. Please see our  section in the main menu.

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions, we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalized gifts unless the products are faulty. Please contact us and we will try to solve the problem.

 WHEN WILL YOU SHIP MY ITEMS?

Production (for personalized items) takes in general 3-5 days.

Delivery depends per country but for the U.S around 4/5 days.So the product will be delivered on average after 8 or 9 working days.

You will then receive notification of both processing and shipment. In many instances, we are shipping from our warehouses in either the U.S or Europe. 

Orders may be canceled if they have not been processed and shipped. After they have been processed they may not be canceled.

Please make sure to provide the correct shipping address. Zenteli.com can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Zenteli.com will not be held responsible for customs taxes.

WHEN WILL MY ITEMS ARRIVE?

Delivery depends per country but for the U.S around 4/5 days.So the product will be delivered on average after 8 or 9 working days.

WHERE ARE MY ITEMS COMING FROM?

We ship both from EU & U.S .

WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.

HOW DO I PLACE AN ORDER?

Find your favorite products on any product page, add them to cart and checkout. That's it, it's easy!

HOW SECURE IS MY ONLINE ORDER?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

HOW DO I CANCEL MY ORDER?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Any cancellation made after an order has been placed will be subject to a cancellation fee of GBP £1.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please phone us immediately and we’ll try to cancel your order before it is sent to our production team. Please phone us rather than sending an email, as your order may have already been produced before we get round to your email.

Unfortunately, once an order has been received by our production team we can’t cancel it.

CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

WHERE IS MY CONFIRMATION EMAIL?

Zenteli automatically sends you a confirmation email about the details of your orders and the estimated delivery date. If you did not receive one, don't worry! You can try these instead:

  1. Check the spam folder of your email account
  2. Or, you may contact us so we can send you an email with your order history

WHERE IS MY RECEIPT?

Your Zenteli invoice is sent to you via email and will serve as your receipt when you make an order.

WHAT TYPE OF PAYMENT DO YOU ACCEPT?

We currently only accept payments via Paypal.

DO YOU OFFER DISCOUNT VOUCHERS OR COUPONS?

Please sign up and be included on our mailing list to be the first to know about super deals, discounts and other promotions.


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