FAQ
GENERAL QUESTIONS
📦 Order Information
Q: What is the status of my order? Once your order is placed, you will receive a confirmation email containing a tracking number. You can use this to monitor your package's journey in real-time.
Q: Can I change my order? Modifications can only be made before an order is processed for shipping. Once your status moves to "Preparing for Shipping," "Shipped," or "Delivered," we are unfortunately unable to make changes.
💳 Payment
Q: What payment methods do you accept? We offer several secure ways to pay:
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PayPal: Secure checkout supporting Visa, MasterCard, American Express, and Discover.
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Credit/Debit Card: Direct payments via Visa, MasterCard, American Express, and Discover.
Q: Which currency will I be charged in? All transactions are processed in USD. If your credit card or bank uses a different currency, they will apply their current exchange rate at the time of purchase.
Q: Do you offer installment payments? Yes! We offer a 3-installment payment plan, which you can select as your payment method during the checkout process.
 Shipping
Q: Where do you ship? Zenhavia ships worldwide! This includes Asia, North & Central America, Europe, and Oceania.
Q: How long does it take to ship my order? Orders typically require 3–7 business days for processing. Total delivery time will depend on the shipping method selected at checkout.
Q: How can I track my package? A tracking link will be sent to your email as soon as your order leaves our warehouse.
Q: What if I’m not home during delivery? If you’re unavailable, the courier will typically attempt a redelivery or contact you to schedule a new time. In some instances, your package may be held at your local post office for collection.
🔄 Returns & Exchanges
Q: What is your return policy? We accept returns within 14 days of delivery provided:
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The item was purchased directly from our online store.
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The item is unused and in its original, pristine condition.
Q: How do I start an exchange? Exchanges follow the same 14-day window as returns. Simply contact our Support Center and specify which item you would like to receive instead.
Q: Are returns free? If the return is due to a Zenhavia error (e.g., wrong item sent), shipping is on us. For all other returns, the shipping cost will be deducted from your final refund. Please ensure the item is packed securely in its original packaging.
Q: How long does the refund process take? Once your return arrives at our warehouse, it will be inspected within 14 days. Once approved, your refund, exchange, or store credit will be processed within an additional 14 days.
Still have questions?
Our team is here to help.