Return policy
Return of goods
If the product you have purchased does not meet your expectations, you can return it within 30 days of delivery, provided it is intact. Remember to include the return postage number. Once we have accepted the return we will make a full refund and the verification process takes a maximum of 5 working days. All requests for returns should be directed to our customer service department.
Your Hassle-Free Return Journey:
- Reach out to our team at info@zenraparis.co.uk - we're here to help!
- We'll promptly share return shipping details, including return address
- Package your unused items (within 30 days of delivery) and ship with tracking (customer is responsible for the costs)
- Rest assured, we'll keep you informed every step of the way
- Once received, we'll send you a confirmation
- Your refund will be processed within 5 business days
We appreciate your trust in us and look forward to making this process smooth and pleasant for you. Need assistance? Our dedicated team is always ready to help make things right.
Return address
All returns should be addressed to our warehouse. It is the customer's responsibility to prepare and label the return label correctly, as we do not provide pre-made labels. Please check carefully that the label is properly attached before sending the package.
For an accurate return address, please contact us at: info@zenraparis.co.uk
Make sure your parcel has a tracking number.
Returns costs
The cost of return postage is to be paid by the customer. We recommend that you choose Track & Trace as we are not responsible for lost return parcels.
Example costs: Returns for small parcels start from £7.50, however the final price depends on the size and weight of the parcel.
I have received a defective product
If the product you have received is faulty, please contact our customer service team with the following details:
- Order number
- The name of the faulty product
- Details of the problem
- Pictures of the damaged item
If the damage occurred in transit, also include photos of the package with visible damage. Claims for transport damage must be made within 7 days of delivery.
Without prior confirmation of the damage by our team, we cannot exchange or return the product.
I have received the wrong product
If you have received a different product to the one you ordered, please contact our customer service team urgently. Please include in your request:
- Order number
- The name of the missing product
- The name of the product you received
- A picture of the product you received
Product exchange
We do not carry out direct product exchanges. If you wish to exchange goods, it is necessary to make a return and place a new order.
Important: In the case of damaged or misdelivered products, the return costs are covered by our company.
Product returns
When you decide to return a product that does not meet your expectations, the cost of shipping and providing proof of postage is the responsibility of the customer.
If you have any questions, please contact our customer service department - we will be happy to help you through the return process.
Refund
Once your return has been accepted, you will receive a confirmation email. Approved refunds will be credited to the original means of payment used and the posting time may be up to 5 working days depending on your bank or card provider.
Exceptions
In some cases, refunds may be partial:
- Products with clear signs of use
- Damaged or incomplete items (not related to our fault)
- Returns sent more than 30 days after delivery
Damaged products delivered to our warehouse may be subject to additional charges.
Contact information:
Email: info@zenraparis.co.uk
Or contact us through our contact form.
Company information:
ZENRA Paris
Adress: 44 King St, Cambridge CB1 1LN, United Kingdom
Email: info@zenraparis.co.uk
Contact form: https://zenraparis.co.uk/pages/contact
Telephone number: +44 07586584089
Our customer service team is at your service from Monday to Friday, from 9 AM to 5 PM. We aim to answer all emails within 24 hours.