Deliveries
Germany
- Free of charge: Standard Delivery in 1-2 working days
Netherlands, Austria, Belgium & Switzerland
- Flat Fee €9: Standard Delivery in 3-5 working days
All other EU countries
- Flat Fee €10: Standard Delivery in 3-5 working days
Non-EU countries in Europe (geographically)
- Flat Fee €12: Standard Delivery in 3 – 5 working days
Free Delivery for orders above €99 (Standard Delivery)
Shipping Exclusion List
- Regretfully, we do not deliver to the UK for the moment … but we will soon have good news on this …
- We do not deliver to the Americas, the APAC, Africa and GCC.
Returns & Fees
- You may return within 30 days from purchase.
- We offer free returns for all EU countries.
- Returns from non-EU countries will be charged at the flat rate of €15, unless the returned articles are proven defective, in which case, the return fee will not be charged.
- Kindly allow up to 7 working days for your return to be processed, and another up to 5 working days for your Store Credit / Gift Card Code to reach your e-mail address.
- Please inform us your intention to return at return@zenatives.com as per the Returns Policy noted here below.
- Once we receive your return request and the reason why, we will send you your personalised return voucher.
Attention: Unannounced returns will not be accepted.
Very Important Notes:
- Eligible for return, are items that reach us in the condition we despatched, and you received; unused and/or unworn, with all hangtags attached, and in their original packaging.
- Refund will not apply for worn, used and/or dirty garments, items with missing hangtags, missing labels and/or other markings and/or not in their original packaging (polybags).
- Returns must be registered within 30 calendar days after having received package.
- Please treat all garments and accessories with extra care when trying on, kindly being extra careful especially when trying on first layer items.
Refund Policy
You have the right to cancel the contract under the Right of Withdrawal Act and claim a refund without giving any reason or justification within 30 calendar days of receiving the goods.
The 30-day cancellation period starts on the day the goods are in your physical possession; weekends and public holidays are included in the 30 days. However, the cancellation period expires at the end of the following working day if the end of the 30 days falls on one of those days.
Your right to cancel may be exercised by e-mailing your clear statement to: return@zenatives.com ensuring that you do so within the 30-days cool-off period.
In your e-mail message please clearly state the following details:
- Subject: Notice of withdrawal from contract of sale (must be stated)
- Name & Surname of customer of the order
- Refund Type Preference: Full refund or Store Credit / Gift Card as a compensation for your returned item(s)
- Full customer address
- Order number/details
- Order received day (in case on goods not yet received please state so).
- Pictures of the delivery voucher and of the package itself
We shall do our best to serve your case as quickly as possible.
Your e-mail must reach us with all of the above details within the 30-day cool-off period.
Once we receive your return request and the reason why, we will send you your personalised return voucher.
Attention: Unannounced returns will not be accepted.
Refund
Your refund will be initiated when your return arrives at the returns depot and has been processed by our inspectors. Please bear in mind that it may be up to 7 working days before your return has been processed. An extra period of up to 5 working days may be required before your refund shows in your bank account.
We will make the reimbursement using the same means of payment as you used for the initial order purchasing transaction.
Store Credit / Gift Card (Code)
Your store credit or Gift Card Code will be issued when your return arrives at the returns depot and has been processed by our inspectors. Please bear in mind that it may be up to 7 working days before your return has been processed. An extra period of up to 5 working days may be required before your Store Credit / Gift Card Code will be sent to your e-mail address.
You may use the Store Credit / Gift Card Code repeatedly until its whole value has been exhausted.
Who can use Store Credits or Gift Cards
You are free to pass your Store Credit / Gift Card on to someone else, considering that it is linked to your e-mail address.
It is advisable for the person you will pass the Store Credit / Gift Card to register a customer profile at www.zenatives.com and use the Gift Card Code through her/his profile.
Do not hesitate to communicate any issues you might face at order@zenatives.com and we shall be pleased to assist.
Returns Address:
zenatives Warehousing & Fulfilment Center
Biz Courier & Logistics Gmbh., Poststraße 15, 04158 Leipzig, Germany
Attention: Unannounced returns will not be accepted.
Last updated: August 2023